Helping Sells Radio is doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference. Listen to the episode here.
In this episode of Helping Sells Radio, Bill Cushard talks to Mary Poppen about her talk at Rocketlane's Propel22. Mary is the Chief Strategy & Customer Officer at involve.ai. involve.ai helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence.
In this interview, Mary shares her insights on using customer data to improve your business. She provides tips on how to get started with customer intelligence and explains why it's important to have a good understanding of your customers' needs.
Look for more insights from Mary at the Leveraging customer intelligence for customer onboarding success Session on Mar 16, 12:00–12:30 pm PST
Here is a preview in Mary's own words:
"I'm specifically going to focus on the five critical onboarding challenges and the types of analyses that you can do to uncover those insights and get a holistic view of all your customers.
"And then the best part about these insights is that they will also help you define the next best course of actions to take. So taking action is really important to build back in because having the insight is great, but then you need to act upon these learnings and have a closed-loop system. Ultimately, you're constantly getting better and better."
"So one of the first things that we need to do is understand what customer intelligence actually is. It's not just data, it's not just analytics. It's really understanding all of those data points and then being able to tell a story with them so that you can get actionable insights."
"But let's say - your Net Promoter Score is low in this particular cohort. Why is that? Right? Is it because they're not using the product? Is it because they're not engaged with customer success? Or is it because of something else? And then, once you understand why, you need to decide what you are going to do about it. "
"With taking action, one of the first challenges is that you don't know when customers are struggling to adapt. Some of the analyses that would be really helpful to look at are our product adoption at 30 60 90 days, daily usage, customer engagement, then you layer on training, content, or resources that were part of that journey. Next, you can start to look at the correlations across customers who have successfully adopted post onboarding, who used certain trainer resources in onboarding in which ones actually had the most significant impact, right post onboarding on the actual adoption. So those are pieces that you can start to put together to say we should be doing more of this or less, right? We need to revamp this training because it isn't having an impact."
Mary will be sharing more onboarding insights and tips for companies across the industries. Hope you are attending the conference:
"Leveraging customer intelligence for customer onboarding success" session.
Registration is free and the conference is conveniently virtual.