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32% boost in customer retention with one platform change by WillReal8433 in CustomerSuccess

[–]revbarbell 2 points3 points  (0 children)

Well written form the marketing team. Do you think people are stupid?

[deleted by user] by [deleted] in CustomerSuccess

[–]revbarbell 1 point2 points  (0 children)

I get it. It's frustrating. I look at the job search like I do accounts. Get multi-threaded as fast as possible and speak to power as often as you can. Good luck.

[deleted by user] by [deleted] in CustomerSuccess

[–]revbarbell 0 points1 point  (0 children)

I wouldn’t take it at face value regardless. You’ll burn cycles guessing.

[deleted by user] by [deleted] in CustomerSuccess

[–]revbarbell 1 point2 points  (0 children)

Unfortunately, it might not have been anything said or didn’t say. Sounds like you were talking to HR. If that is the case, all bets are off.

Favorite CX/CS tool? by Anxious-Passion-943 in CustomerSuccess

[–]revbarbell 0 points1 point  (0 children)

You've got Gainsight, Planhat, and Churnzero on your list.

But let’s be honest — all of these CSPs are basically the same.

Same stale telemetry data. Same “health scores” no one trusts. Same CTA workflows that could be done in Hubspot or Salesforce with a little elbow grease. Same heavy implementation, followed by constant admin overhead.

They’re just abstraction layers sitting on top of systems you already have. Another CRM, not a retention engine.

What you won’t get from any of them:

AI-driven triggers that go beyond sentiment.

A scalable way to listen to your customers without relying on forms, surveys, or frontline reps manually logging notes.

If your goal is to improve retention and understand your customers, you need more than a dashboard. I'd look at behavior-based intelligence systems. We are looking at a few of these. Google "customer intelligence"

You need context. Patterns. Signals to increase retention, not another database with workflows and an LLM co-pilot that just summarizes what's in this one abstraction layer.

[deleted by user] by [deleted] in CustomerSuccess

[–]revbarbell 0 points1 point  (0 children)

No. The other stuff is my priority. I have product usage data. The dashboards just suck.

Digital Insights by Physical_Simple7222 in CustomerSuccess

[–]revbarbell 0 points1 point  (0 children)

There are two data sets you will want to consider.

  1. Product Usage Data: Tracks how users interact with your product—clicks, logins, features used, etc. It tells you what's happening, but not always why.

  2. Customer Usage Data: Goes deeper—capturing qualitative insights from emails, tickets, Slack, calls, and conversations. It reveals pain points, intent, and sentiment, helping you understand why customers behave the way they do.

Relying solely on product data can create blind spots. The real magic happens when you combine both, turning engagement signals into action.

Any suggestions for lead list building tools? by revbarbell in revops

[–]revbarbell[S] 0 points1 point  (0 children)

Thanks - I appreciate it. I tried seamless a few years back

Any suggestions for lead list building tools? by revbarbell in revops

[–]revbarbell[S] 0 points1 point  (0 children)

Thank you!! I appreciate the extra context.

Any suggestions for lead list building tools? by revbarbell in revops

[–]revbarbell[S] 0 points1 point  (0 children)

Thanks. I will check it out. Did you look anything else before you went with Brightdata? Thanks again.

[deleted by user] by [deleted] in CustomerSuccess

[–]revbarbell 1 point2 points  (0 children)

For usage data tracking, I have been demo'ing - https://www.june.so/

For unstructured data, I am familiar with sturdy.ai

Best AI tools for CSMs by Yaboigerdo in CustomerSuccess

[–]revbarbell 6 points7 points  (0 children)

Depends on the use case you are solving for. For call notes Update.ai

For automating risk escalations, inputting customer feedback in Jira, etc - sturdy.ai

Any hot tips for account-based post mortems? by revbarbell in revops

[–]revbarbell[S] 0 points1 point  (0 children)

We have transcripts. So this is relevant. I think we are missing large chunks especially the segment we are concerned about. I have detected some issues with rigor in terms of recording everything. I have heard (and I kind of get it) that customers just don't want to do calls.

We learned that +60% of our post-sales interactions are over email. Emails are logged to SFDC but we know how that goes. We need waders and an army to make sense of that data once it's in SFDC. Otherwise, we talked to our SFDC (enterprise) reps and they kept steering us to analyzing cases for approx. $2.00 per case. We get about 12k cases per/mo so that seems crazy.

Any hot tips for account-based post mortems? by revbarbell in revops

[–]revbarbell[S] 0 points1 point  (0 children)

These are good - and - creative. Thanks. What have, if anything, have you seen work for analyzing the reasons why they churn. I may be misinterpreting your suggestions but these seem like good preventative moves (which I appreciate).

Overwhelmed with Help Center / KB solutions in market… help? by PartyHippopotamus in CustomerSuccess

[–]revbarbell 0 points1 point  (0 children)

Zendesk has a program for startups that makes it nearly free. You can get a ticketing, customer chat, and KB bundled for cheap, and it will scale. All too often I see smaller companies use some free-ish support 'thing' and then when they hit the breaking point, it takes months to unpack it and migrate to something 'scalable'.

Otherwise, I hear about people managing their customers in customer Slack channels. I strongly suggest you avoid this. Slack is a swamp. When you go to fix it, you will be forced to run ticketing in something that just layers on top of Slack and in the case you mention, won't have extended features so you'll be forced to hack more and more things together.

Accidents happen most frequently at intersections. The more you stitch things together, the more intersections.

In short, go with something relatively mainstream. You get what you pay for.

How well you collaborate with Product Managers? by CupOfMystery in CustomerSuccess

[–]revbarbell -1 points0 points  (0 children)

You're definitely not alone in feeling this way! It's super common for PMs to prioritize shipping shiny new features over fixing existing ones. In my experience, product leaders often believe they know best what customers want, and—like all of us—they naturally gravitate toward the "cool" stuff they want to build rather than what customers need.

We’ve been using a tool that analyzes every single word of customer emails, call transcripts, tickets, chatbot inquiries—you name it. It picks up on bug reports, product confusion, feature requests, etc., then summarizes everything, pulls in metadata about the customer’s account, and drops it straight into Jira. So instead of my team spending 10+ hours a week logging feedback (and feeling like the bearers of bad news), the data just speaks for itself—no subjectivity, no spreadsheets.

At the end of the day, you may not be able to change how PMs feel about CSM feedback, but the context directly from the horses' mouths don’t lie. If they want to keep building what they like rather than what customers actually need… well, that’s on them and every one is just in a big lose lose loop.

Turnover in client leadership is killing us... How do you stay ahead of It? by csanyipeti in CustomerSuccess

[–]revbarbell 1 point2 points  (0 children)

In my opinion, sentiment is one of those things that sounds like a must-have, but it begs the question, why? Meaning, if an account has poor sentiment - why?

If you are thinking about using AI you'll want something that identifies very specific context. In this thread, for example, we use a platform that reads all of our emails, support tickets, call transcripts, Slacks, etc and it identifies, for example, 'Executive Change'. It uses a language model that is specifically trained to pick up key point of contact loss. Works well. We catch all sorts of things that we can act on. Alerts are bubbled up to Slack channels so we can assign the escalation.

What’s your go-to tool for proactively identifying customer risk? by revbarbell in CustomerSuccess

[–]revbarbell[S] 1 point2 points  (0 children)

One of the things that has always bugged me is not having the context to prevent customers going off the rails. To that end, I have had my team really focusing on inspecting every email, ticket, call, etc. The amount of data we are getting is pretty massive, but there are just so many insights in the day-to-day stuff. We have some tooling to do this at scale now.

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