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I'm working on a bold new project and I'm wondering if anyone is interested in talking about it.
I'm working with one of our customer success leaders and our data team on a project to build some kind of sentiment scorecard into our customer adoption journey. Today we have a V1 of an account maturity grade (A-F) that's built on product usage data. However, product usage data isn't the whole picture, and it can be deceiving.
So, my small working group is trying to build a programmatic way to incorporate customer sentiment from all of the places it lives to feed a data model that will be shown on a dashboard for leadership and incorporated into our new CSP for account teams.
Right now, I'm collecting a list of all of the different signals we can use, where the data lives, and what would trigger the ask. I'd love some feedback on what I'm working on so far, especially if you've ever done anything similar. Anyone up for a discussion?
I havent personally done this but prior to marketing i worked as a CSM so I can offer that perspective and share some feedback with you
Would love some feedback. We're trying to make it so that it requires very little of the CSM. Most of what we plan to collect is already happening in other places or will be automatically triggered based on Lifecycle stages. A second phase would build in a playbook into one of our AI tools for CSMs so when they do account reviews, it will suggest potential advocacy activities based on what the account and users have done in the past.
This is super interesting to me! We use the customer health stoplight system that’s manually added by the CSM along with the recent NPS score.
Are you building this out in Gainsight?
<@U08U4PV81KP> what’s the customer health stoplight system?
@Emily Coleman love this bold new project!
<@U08U4PV81KP> we are not building it in Gainsight, but it will use info from our CSP (we are actually in the process of evaluating which one we want to use). It's probably going to be built in our data warehouse.
@Shannon Howard it used across the entire company to indicate customer health by account in salesforce with green yellow or red. The CSMs keep this field updated on every account they own.
@Mary Green (Owner CMAweekly) would it be possible to either do a takeover of a Friday call or maybe set up another time for a group call about this?
Of course, I do not have anything solid other than Kristine's call this week.
Would the 26th work @Emily Coleman?
Yes, I've created an entire methodology around compounded customer feedback from multiple sources, as well as how to calculate and "grade" it. It's called the CCIR (customer-centric insight responsiveness).
We just built something similar recently — have you heard of Hook?
What is Hook?
@Lauren Turner that sounds incredible, and I love the name.
@Mary Green (Owner CMAweekly) yeah, that would work for me. It can be a really informal meeting, I don't have a lot to present at the moment since we're working through all the details.
It could be a brainstorming call too, we can share thoughts, etc.
Heads up for everyone joining the brainstorming session today, I will only be able to lead the call for the first 30 minutes. I have a mandatory marketing meeting scheduled for the bottom of the hour, and I appreciate your understanding.
We will pick it up from there.