- Customer Value Led Growth
- Posts
- How to become a data-driven CSM: Part I
How to become a data-driven CSM: Part I
Markus Rentsch
November 27, 2024
In partnership with
Send the perfect client holiday gifts. No address needed.
Goody makes sending curated holiday gifts to clients simple. No need to track shipping details, addresses, or t-shirt sizes!
Clients and sales prospects provide their address when they accept your gift.
They can even swap for alternatives!
Goody offers trendy, high-quality products from popular brands, like JBL, Mejuri, Oura, MALIN+GOETZ, Levain Bakery, Therabody, and more. Or design premium merch with your company logo for a personalized touch.
Try Goody for free. Get a $20 signup credit to send your first gift.
Hi, Markus here. Welcome to a new episode of the Customer-Value-Led-Growth Newsletter.
I share strategies and guides to help you become a proactive CSM delivering more value for your customers and revenue for your company every week.
Need additional help? Check out these resources 👇️
You’ve probably heard that “CSMs need to become more data-driven” a gazillion times. But what does that even mean? I asked ChatGPT and got a pretty good answer:
Being data-driven means making decisions based on facts and insights instead of just relying on gut feelings or assumptions. It’s about gathering and understanding data to guide your choices, solve problems, and measure results. By using data, you can make smarter decisions, avoid guesswork, and keep improving over time.
Most CSM teams believe that if they are measuring
Product adoption and usage
Customer Health, NPS, and CSAT
Customer engagement
and responding to (negative) signals they have accomplished their goal. But all these metrics have the same weakness - they lack of context.
Without context you are not acting based on data but based on assumptions. Assumptions like wide product adoption and high usage mean customers are successful.
It would make life in CSM much easier if it was true but the reality is not that simple.
Over the next 4 episodes, I want to show you how to build your data strategy to become more proactive and customer-centric.
Reply