We had an amazing time hosting two industry giants: involve.ai's very own Gaurav Bhattacharya, CEO and co-founder, alongside Mary Poppen, Chief Strategy and Customer Officer at involve.ai, and discussed how CROs & COOs use post-sale customer insights to capitalize on overlooked upsell opportunities.
There were so many great responses from todays questions, but here are a few highlights from our discussion:
What pain point was Gaurav trying to ease when he started involve.ai?
Gaurav has always been customer obsessed, and would be heartbroken when a customer would churn. Along with involve.ai's co-founder and CPO, Saumya Bhatnagar, the pair researched trends and insights and came up with a product that could be like a credit score for churn risk. So Gaurav and Saumya set out to build something meaningful for all our post-sales account management and customer success leaders.
What inspired Mary to get onboard at involve.ai?
Mary had always wondered why she was so successful with some customers and why others had a hard time adopting. When you spend so much time building the relationship with your customer, churn feels like a punch to the gut! involve.ai reached out to Mary before even starting the company and said they could take siloed data and tell the whole story. It was music to Mary's ears - the rest was history!
What factors should go into customer health scoring?
There’s no magic setup plan for everyone. Each company needs to define value and think about how your customer defines it, and then how you’ll measure value. Health scoring needs to be viewed as looking at early indicators of success that make up the health score.
What are some specific case studies of how companies unify their data and extract intelligence to grow their revenue
In one example, a customer was able to get better visibility on their data, which led to $9M in retention and a $5M upsell in one quarter. You don’t have to wait until renewal when you have better visibility! In another example, Mary mentioned a customer with a new CRO joining the company that needed to get their arms around the business quickly. The customer had a had a "leaky bucket issue", but was able to get visibility and see historical data. This increased Gross Revenue retention from 78% to 85% in just two quarters and and retained $40M of at-risk revenue in just one quarter!
What are ways of becoming more efficient in customer success
Know that it is never too late or early to get started! Be sure to define the journey and data you need in order to determine how to help your customers be successful.
This is one webinar you'll want to watch in full, so you grab some popcorn, (or at least a cup of coffee) and enjoy! If you found this insightful, be sure to check our our page on future webinars. Can't make one? Register anyways, and we'll send you the recording after.
involve.ai unifies all customer data and uses AI to identify early risks and opportunities to prevent churn, increase upsells/ cross sells, and improve customer experience. We give all customer success and sales teams a data driven approach to prioritize their day-to-day and become proactive. So companies can scale effectively and efficiently.
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About Our Speakers
Mary Poppen is the Chief Strategy and Customer Officer at involve.ai. She is responsible for driving the Customer Intelligence category in the market. Mary is building a world-class delivery team focused on helping companies leverage the power of Artificial Intelligence (AI) to become customer-centric.
Gaurav Bhattacharya is CEO and co-founder of involve.ai, a Customer Intelligence platform to empower companies with AI-based Customer Intelligence that drives Transformational Growth. He is a Forbes 30 under 30 alum and an accomplished technology leader speaking at major conferences and authoring several publications in this space.