Unlock growth signals from customer interactions.
Verbal and non-verbal communication styles are tell-tale signs of what your customer is going to do next. Coach your GTM team to watch and act on signals.
BenchSci wanted to understand which customers are promoters or detractors in order to find more upsell opportunities. They had thousands of conversations locked away in Zoom, HubSpot support tickets, emails, and Planhat that customer success managers couldn’t fully track.
CompleteCSM captured deep sentiment and loyalty data to properly trend each account’s propensity to expand or renew. This customer intent score helped the BenchSci team prioritize their time spent on the right accounts.
We have to turn users into fans, fans into advocates and advocates into evangelists. They have to tell their organizations about our value. Truly understanding how customers feel about us at the usage level is huge.
-Mike Egan, VP of Customer Success and Integrations, BenchSci
Talend couldn’t measure its customers’ usage or interaction data and wanted analytics on their propensity to churn, renew or expand. The company was looking at the daunting task of hiring data scientists, engineers, and analysts to build the capacity itself.
Instead of building its own solution, Talend turned to CompleteCSM. Talend provided data from 10 customers and CompleteCSM’s models and regression testing predicted churn and expansion opportunities with 90% accuracy.
With CompleteCSM we can reinforce the concept of hitting the right moments of truth during the onboarding conversation, and help the customer obtain clarity for how to get there.
–Faisal Khan, VP Customer Success, Talend
Gainsight already recorded every customer call, but rewatching the meeting at 1.5X, taking notes, and coaching CSMs was inefficient. CompleteCSM was integrated between Gainsight and its customer interactions to determine the learning styles, emotional responses, and personality profiles of each customer. These insights were fed into a simulator to help CSMs prepare for upcoming meetings.
As a result, the CSM team in India was able to hold more effective conversations with customers using their enhanced EQ skillset.
I can’t over emphasize how critical EQ is for CSMs, it’s so hard to teach and measure. We use CompleteCSM's real-time sentiment as a coaching mechanism to standardize our detection points.
–Kellie Capote, SVP Customer Success, Gainsight
Our Customers Achieve Better Outcomes
Outcomes for more than 7,000 users across Salesforce, Gainsight, Hubspot eco-systems.
Cheers to a few of our happy customers.
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