Part 5 - The power of Data

The different Scorecard

Establish a white space analysis. What your customer bought and what they did not buy

  • Increased opportunities for upselling and cross-selling
  • Expanded customer base

 

Check the Health Score Dashboards

  • Monitor adoption & Usage, then  build a Feature Adoption Roadmap
  • Additional professional service and consulting hours

Toolkit

The data playbook

One of the most challenging parts for a Customer Successs Manager is to identify up-sell opportunities and to grow their current Book of Business.

Let's be real, not every customer you manage will have an upsell opportunity. So it is important to manage your time wisely and identify a select number of customers for an upsell opportunity - Use the Pareto law principle 80/20 rule

Who is doing the upsell or cross-sell?

Toolkit

Storytelling with the data

Below is a series of toolkits to facilitate a profound understanding of the Customer Success Manager role. These comprehensive resources guide individuals in acquiring essential skills, fostering familiarity with the position's intricacies, and constructing a strategic plan for advancing their CSM career.

 

Toolkit

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