In fact, a strategic, face-to-face meeting is possibly the most effective tool in a Customer Success Manager’s toolbox, and also the most delicate-which brings us to the Quarterly Business Review (QBR). In other words, it’s foolish to think about how big data will replace person-to-person interaction, either one-to-one or one-to-many. It empowers your interactions and enables you to predict their outcomes. Rather, it informs your decisions on what the right tool is and when is the right time to use it. But data-and the technology that generates it and analyzes it-isn’t really a tool. It’s tempting to think about data as the ultimate tool in the toolbox: a magic bullet that you point at your business challenges and watch them disintegrate.
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