It’s a saying as old as time, which has unfortunately, over time, become distorted. Currently, many refer to this phrase as giving into a customer’s demands, whether they’re good or bad. What it actually refers to is going the extra mile for a customer and taking the time to really listen to their needs, and subsequently providing them with what they want and need.
In order to avoid yearly customer churn, the objective for a customer success team is to have certain KPIs in place: renewal rates, retention, control escalation, upsells - the list can get long, as each client is different.
While an ERP system works wonders for documenting the correct data, without a BI platform, these processes are typically done manually. Without sounding like a broken record, it can cause copious amounts of errors. While certain errors can be forgiven, more often than not, when an error causes an issue with a client, it can lead to the end of that partnership.
Therefore, the question is: how can you make sure the customer is always right? Well, business intelligence for customer success is designed to automate processes that would normally be done manually in order to avoid the delay of information as well as elevate the frustration of managers who lack the appropriate data to serve clients.