After Kristi’s presentation, she answered the following questions from the audience:
How do you approach the quantitative aspect of measuring impact?
“Create baselines across all of the different components. Is the number of customer advocates growing? Am I increasing product adoption and usage? Am I reducing customer support tickets? Ultimately, what are the things I want to measure? Start by creating a benchmark measurement for each so you can measure your impact over time.”
When you’re aggregating data from so many sources, how do you view it in a digestible format to be able to make decisions?
“At Intellishift we’re using Gainsight as our CS and product experience platform. We’ll also be setting up Frame AI to aggregate and bring our data together in a meaningful way. We know that without a way to view it, this data we’re collecting isn’t helpful. At the moment we’re taking action, but not at scale. Frame AI will help us get those bigger insights from our data.”
What best practices do you have for prioritizing actions moving forward? What action items do you take on as a team?
It’s important to be disseminating data to the right people so they can make the decisions. For example, all product data goes to the product team so they can act on it. These are not my priorities, they are the business’ priorities so everyone has to be held accountable.
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