Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041

Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be sure to grab a pen and paper for this one as we talk about:Scaling the Heap CS team and starting a CS Ops functionThe importance of knowing what Data is available and how it all correlates to drive customer outcomesAdvice: Don’t get stuck because the data is not perfectUse data in change management by ‘showing your work’ and telling a story of how you got there.Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationshipsContact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they haveImplementing in-app prompts for new users for them to self-identify what role they playUsing bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active usersSurveys are annoying and you have to be very careful not to bombard peopleStandardizing metrics, both product and commercial,  across departments and then putting them front and center in front of the whole company to drive alignmentTracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effortLane's LinkedIn: https://www.linkedin.com/in/lanehart/Resources:Lenny's Podcast: https://www.lennyspodcast.com/Scaling People: https://amzn.to/3wDVfVHNudge: https://amzn.to/3wDVfVHApp: OmniFocus: https://www.omnigroup.com/omnifocus/Shoutouts:Mike MolinetMark KosoglowWes GibsonTodd Busler If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com