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The Three Pillars of Customer Success

Analytics

Housekeeping

• We will do Q&A at the end.

• You should see a box on the right

side of your screen.

• There is a button marked “Q&A”

on the bottom menu.

• We will be recording this

• We will send you the recording

tomorrow.

• We will also send you the slides

tomorrow.

RecordingQ&A

Dillon MorrisonManager, Product Marketing & Analytics

Meet the Speakers

Brian LaFailleManager, Account Management

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AGENDA

Customer Success Analytics Background

Three Pillars of Customer Success

How do we do this in Looker?

1.2.3.4. Customer use-cases

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+700 others...

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+700 others...

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Event /Product Usage

Centralization & customization allow for the whole view

CUSTOMER SUCCESS MANAGER GOALS

Retain Revenue

Red Customer Dashboard

Customer Lookup Dashboard

Renewal Forecast Dashboard

Cut Costs(increase efficiency)

Company KPI Dashboard

Individual Performance Dashboard

Automated Scheduling

Drive New Business

CSM Breakdown dashboard

Up-sell Dashboard

Up-sell Data Looks

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Retain Revenue

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Drive new business

Up-sell Performance Dashboard

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Cut Costs (increase efficiency)

● No more weekly performance reporting

● Not spending cycles with incorrect or incomplete underlying data

● Backburner scheduling and repetitive tasks

CompanyIndividual

Automated

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12+ consecutive months of negative churnEfficient - 4 CSMs managing 500+ accounts

Net Churn Rate

What do we have to show? How do we do this?

Centralization

Customization

Bridging Analysis & Action

15 Extract Load Transform (and Explore!)

Transaction

Database

FFWWeb Data

3rd Party Data

CENTRALIZATION

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CUSTOMIZATION

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Integrations

Embedding

Robust API

Open Architecture

BRIDGING UNDERSTANDING & ACTION

Research has proven that employees adopt an informed decision-making mindset when data is put into the context of their workflows.

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● Custom health score

● Attribution and LTV analysis

● 360 degree view of Customer

● Automated reporting

● New insights

DATADOG + LOOKER

● Campaign optimization

● Customer satisfaction (and profit!)

● Rapid, informed decision making

● Org-wide efficiencies

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INFECTIOUS MEDIA + LOOKER

Q&A

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THANK YOU FOR JOINING

Recording and slides will be posted.

We will email you the links tomorrow.

See you next time!

Next from Looker Webinars: Embedding Data & Analytics

with Looker on 4/28

See how Looker works on your data.

Visit looker.com/free-trial or email discover@looker.com.

THANK YOU!