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Data-driven content is essential for customer success teams that want to build trust with customers and clearly communicate the value of their product. However, it can be time consuming and challenging to create dozens of personalized data-driven content pieces for multiple different accounts all at once. That’s why Matik was created—to simplify the process of data-driven content creation so CSMs can focus less on the busywork and more on building relationships with customers.
We’re constantly inspired by the ways our customers are using Matik to simplify processes for their CS teams. We’ve seen our customers more than triple account coverage, reduce churn, and experience a slew of other positive results by automating the creation of data-driven content. Read on for ideas of how customer success teams can use Matik, based on real-world success stories from our customers.
A business review, such as a quarterly business review or an executive business review, is an opportunity for a customer success team to check in with customers and see the progress they’ve made with your product. These meetings are often quite formal, and it’s important to make sure these touchpoints are value packed. If the business review isn’t full of compelling information that proves that your product is helping the customer toward their goals, the meeting can fail to serve its full purpose.
However, it can be a challenge for customer success team members to sift through large amounts of account and usage data to develop a cohesive story for a business review. On top of that, it’s also time consuming for CSMs to customize a presentation for each account. Since this process can be lengthy and tedious, many companies are unable to deliver as many custom-tailored business reviews as they’d like.
With all of the above in mind, business reviews are one of the most common ways that customer success teams utilize Matik. Matik enables customer success teams to easily pull data from their data sources of choice to customize templated business review presentations in Google Sheets or PowerPoint. Users can easily generate personalized data visualizations like graphs and charts within these presentations to tell a compelling data-driven story. Presentations can also be scheduled for generation at a later date, so that Matik does all the work behind the scenes when it’s time for the next QBR. Ultimately, if your team is struggling to create personalized, in-depth business reviews for every customer, Matik is the answer.
“Prior to Matik, our CS team had to generate [business reviews] manually which involved snapshotting charts, pulling data from our platform, and copying everything into a presentation. Now, key metrics and charts are all automatically pulled into a template which saves the CS team time and also ensures that we are able to deliver more strategic value to our customers through data-driven insights and recommendations.” —Calvin Multanen, Senior Customer Success Operations Manager, Greenhouse
A customer health check is an opportunity to draw conclusions on a customer’s experience with your product based on usage data, account data, and engagement data. By using various data points to measure a customer’s health, your customer success team can better understand and predict which accounts are doing well and which accounts may need more support. Oftentimes, a health check can predict whether a customer is likely to churn, renew, or upsell. Health checks can be extremely valuable for your team internally, but they can also be used as customer-facing resources.
The measurement of customer health can consist of a variety of factors, which are likely different from company to company, and are also sometimes different from customer to customer. These factors may include product usage, account growth, renewal history, upsell history, account details, engagement rates, and more. With all of these data points swirling around, it can be difficult for CSMs to sift through the noise and put together a health check that is fully accurate and insightful.
This is why many B2B companies are using Matik to generate customer health checks—their CSMs can automate this process instead of spending hours of time trying to draw conclusions from dozens of data points. To generate a health check, all a CSM has to do is log in to Matik, select a data source (such as Gainsight or Hubspot), and click a few buttons to fill a health check template with data personalized for specific accounts.
"Out of all the tools we have at Indio, Matik has had the biggest impact within the Customer Success org, no question. Customer Success Managers can now pull together a comprehensive one-pager to share with their manager that helps them assess the health of their accounts. No more opening up multiple tabs, no more combing through data, and no more headaches! Just accurate, actionable insights that help us make better decisions and really be there for our customers." —Tim Chin, Customer Success Manager Lead
Monthly check-ins are an opportunity for CSMs to provide insight into a customer’s product usage and ROI well before the renewal period. Since these check-ins are happening more frequently and are used to strengthen the customer relationship, they should be concise, consistent, data-packed, and digestible for customers. Depending on the customer’s goals, you may choose to deliver insights on how their usage compares with their competitors, the time savings they’ve seen with your product, how often they’re using key features, and how they can benefit from other usage scenarios.
It’s important to touch base with customers on a regular basis to build trust and credibility, but creating personalized resources every month can be extremely time consuming for CSMs. This takes away time that could be spent building relationships with customers. Depending on the number of accounts a CSM is checking in with regularly, this process can take several hours out of their week. On top of that, monthly check-ins that aren’t standardized can cause more confusion than clarity.
Matik enables customer success teams to generate dozens of monthly check-ins in a matter of minutes. With Matik, CS professionals can automate this process so they can deliver consistent, personalized usage data and benchmarking data to each account. This means that your team is better equipped to share the value of your product with customers more often, which will help build trust and reduce churn in the long run.
“We create data-driven content for our… Customer Success stakeholders so that they can have more valuable and data rich conversations with their clients. This includes… monthly check-ins… with data that can help to support client decisions. This content takes a variety of shapes—they could be charts, tables, numbers, logos, or even dynamic text that updates based on a variety of conditions. Matik allows us to be flexible and intelligent so that we're telling a cohesive story.” —Nick Mangum, Head of Insights, Asana
Onboarding reviews are another example of data-driven content that many users are able to automate with Matik. In order to build credibility and trust, onboarding review presentations should be custom tailored for each customer with personalized account data that reflects the customer’s specific needs, pain points, and goals. This is the time for your CSMs to set the stage for the customer’s experience with your product, so it’s important to deliver a presentation that is straightforward while setting clear goals and expectations. As with other CS presentations, it can be a challenge for CSMs to get all of this data in one place over and over again, which is where Matik can help.
Matik helps customer success teams create dozens of onboarding reviews in minutes rather than hours. All your team has to do is create an onboarding review presentation template, and CSMs can personalize that template with KPIs, account data, and timeline information specific to each customer in just a few clicks. Ultimately, automating the creation of onboarding review presentations with Matik will help your customers get up and running with your product more efficiently.
"Matik allows our organization to easily produce content that demonstrates value to our customers. Before using Matik, all data was bottlenecked through the analyst (myself), making it extremely time consuming to create data-driven content for our customers. As a result, it was difficult to show our entire customer base valuable data on a consistent cadence. With Matik, we can easily produce data-driven content for our customers within seconds instead of hours, which means we can reach many more customers with critical metrics that show the value of our organization.” —Casey Romero, Customer Success Strategy & Operations, Solv
A pilot review is used to share the value of your product with customers after a trial period. This review presentation should provide visibility into the goals your product helped the customer achieve during the trial. It should also help your customer see the potential ROI they could achieve if they sign on for a full-length contract. A successful pilot review should be heavily data-driven—it should include an executive summary, user proof, KPI data, and ROI analysis, much of which is very quantitative. As with other data-driven presentations, pulling these metrics repeatedly for different customers and goals can be tricky and time consuming for CSMs.
Because of this, many customers use Matik for pilot reviews to simplify the process of pulling all this data into a designed presentation. All CSMs have to do is pick their data source, choose the data points they want to share, and add it to a pilot review presentation template. In a matter of minutes, CSMs can build a pilot review presentation that proves the value of their product and turns a trial to a paying customer.
"Matik has been game changing for our business. Out of all the platforms we use it has driven the most time-savings for our customer success organization. We have increased account coverage and are now able to create tailored ROI narratives for all of our customers instead of just a select few. This has lead to a significant increase in our NPS scores and has improved customer retention in all segments." —John Gleeson, VP of Customer Success at Motive
Although all of the customer success data-driven content types we’ve covered in this blog are important, many would argue that the renewal deck is most crucial. At the time of renewal, the customer has been using your product for a while, and it’s your CS team’s job to convince them to continue. The renewal presentation can be the deciding factor on whether a customer churns, renews, or upsells. With that in mind, now is the time to tell a data-driven story that proves ROI and progress toward goals.
Renewal time can put a lot of pressure on a CSM, and the last thing they should be spending several hours on is tediously digging through data to put together a presentation. With Matik, this entire process can be automated. All the CSM has to do is take a few minutes to open Matik, input some account details (such as name, date range, and industry), and then they can generate a fully customized renewal presentation that is ready to go.
“Matik has helped us improve adoption of consistent and streamlined client narratives across our Customer Success and Sales teams, since it's so easy for them to pull the data they need instead of manually building their own ad hoc slides. It has also enabled us to more quickly iterate on data-driven content based on feedback from the field, which leads to a faster fine-tuning process for our narratives and more impactful stories!” —Alexis, Insights Manager at Glassdoor
Matik can be a game-changing tool for customer success teams that need to increase account coverage, build trust, and ultimately improve retention rates. By automating the creation of data-driven content, our customers have been able to save time and resources for their CS teams, which enables them to spend time on what’s most important: helping their customers. To read more real customer success stories, visit our case studies page.