.svg){kind=logo}
Article
The lowest hanging fruit for B2B companies is inevitably found in the existing customer base. Opportunities for upsell and cross sell are there, as are your best advocates. But if you have a large customer base, how can you know which customers to target, and when? What if you could read their minds…?
By accessing the information in contextual channels, superpowered by AI technology, you can. We now have the tools to scan and understand enormous amounts of textual data to understand customer intent and sentiment like never before. The countless conversations in your Help Center, on Slack, Zendesk, LinkedIn, Twitter, etc. can reveal how your customers really feel about your product or service. Therein lies the untapped gems.
To explain what I mean, I want to look at a few specific questions that I think CSMs could be asking (and answering) in order to ensure that money isn’t getting left on the table. This is, of course, only the start and there are many more questions like this. But knowing the answer to these types of questions can make an enormous difference in reducing churn and capitalizing on cross sell opportunities.
- How many of my customers have renewal in the coming month and are very disappointed about your service?
- What does the support team do when a customer asks about premium features? What set of actions/responses are set into play?
- Do you know how many customers have written to your support team more than once about the same issue?
- Do you know which 5 customers or accounts are your biggest advocates?
- What is the general sentiment among your customers?
With AI on everyone’s mind lately, I think that contextual data is going to become front of mind for CSMs. In the world of B2B, we all spend a lot of time gathering data and tracking metrics - NPS, ACV, NDR, CAC - and a whole host of other abbreviations. But I think that, increasingly, we’re going to see that turning customer sentiment into a quantitative success metric may be the most powerful customer health indication of all.
The goal for us here at LoudNClear is to provide a platform that eliminates the guesswork by capturing and understanding every interaction across the tech stack, and social media. Our technology is able to understand customer sentiment and intent, and provides CSMs with actionable insights in real time.
Want to learn more about how LoudNClear can help your company? I’d be happy to chat.
The better your teams understand your customers,
the more quickly your business will grow.
Stay in the know
