From Metrics to Meaning: How Data Stories Save Accounts

CSM Practice - The Customer Success Podcast

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Are your traditional usage metrics failing to prove your product’s value? Creating data stories could save your accounts!
In this interview, Robin Leathers shares her groundbreaking approach to leveraging usage data creatively. Learn how her team transformed renewal conversations and saved high-value accounts, even under challenging circumstances.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- How to craft data stories that resonate with executives
- Shifting from traditional metrics to engagement-focused insights
- The game-changing impact of aligning internal and external conversations

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Robin Leathers is a seasoned professional with a rich background in customer success and strategic leadership. Most recently, she served as the Head of Customer Experience at a leading biotech intelligence company, where she spearheaded innovative strategies to uncover hidden value for clients. Throughout her career, Robin has worked across diverse industries, from sales to customer success, helping organizations quantify their impact. Whether leveraging straightforward ROI calculators or employing nuanced approaches to drive strategic direction, Robin has consistently delivered measurable value and transformative results for her teams and clients.
🔗 You may connect with Robin via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Customer Retention During a Slow Economy
🎥 Watch: Role of Data in CS

⏬ Download: Renewal Market Trends

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

챕터

1. Intro (00:00:00)

2. Company Size and Team Structure (00:02:33)

3. Usage Metrics (00:04:17)

4. Creating Data Stories (00:07:55)

5. Client Response to Engagement Data (00:09:48)

6. Overcoming Executive Mindset Challenges (00:12:50)

7. Making the Initiative Successful (00:16:20)

8. Engagement Approach for SMB Clients (00:18:57)

9. Key Metrics for Proving Impact (00:20:36)

10. Key Takeaways and Resources (00:26:17)

11. Mastermind Program (00:29:30)