The Impact of Understanding Customer Behaviors

This week, Ian Hurlock joined us to talk about how your techstack can impact the data your customer success team uses to understand customer behaviors. In order to build a personalized and effective customer journey, your team needs to be able to understand the behavior of your customers. This comes from data that is not just information focused on sales behaviors, but includes every interaction on all platforms. This is often something that will need strong cultural buy-in to achieve. Your techstack is critical in being able to gather this behavioral data. What do you currently have and what data is missing? Use testing to understand the impact of different initiatives and pathways on your customers to figure out where you will get the best results so you know what to prioritize. Without a strong data set from an aligned techstack, this is not possible. You can find Ian here ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.