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Sharing data insights with customers is an essential part of the customer success function, as it enables customers to gain a deeper understanding of how they can optimize their use of a product. However, sharing data insights with customers can be time consuming, especially for customer success teams that manage large customer bases.
Here are some ways that customer success teams can share data insights with customers in a scalable, more efficient way.
Automated reporting tools can be used to generate reports on customer data and deliver them to customers on a regular basis. This can be done via email, dashboard notifications, or other communication channels. Automated reporting allows customer success teams to provide insights to a large number of customers without increasing the workload for team members.
Customer success teams can create self-service resources that enable customers to access their data insights at any time. These resources may include key performance indicators, graphs, and other data visualizations that provide customers with a quick overview of their data. This approach empowers customers to access data insights on their own schedule, freeing up customer success teams to focus on other tasks.
Have a ton of knowledge and data to share, but a shortage of time? Consider having your customer success team host a webinar or workshop that provides customers with data insights in a group setting. These sessions can be recorded and made available on-demand, making them accessible to a larger audience. Webinars and workshops can be used to share insights on frequently asked questions, popular features, industry trends, product best practices, and other relevant topics.
Every customer-facing resource needs to be personalized in order to show customers that you understand their challenges, goals, and objectives — but let’s face it, it’s not scalable for your CS team to manually personalize every resource. Consider using a tool that automates the creation of data-driven content to help your team do more with less. This allows the team to focus on more complex issues while ensuring that customers receive timely and relevant information.
By following these tips, customer success teams can scale the distribution of data insights, increase account coverage, and improve customer satisfaction.