Becoming Data-Driven
Becoming Data-Driven
Becoming Data-Driven
Director of Customer Success at large-scale solutions integrator, Wachter, shares why he chose to build with Planhat and how the platform has empowered his team.
Share
Mike Hurd — It allows us to see more data at the same time. Previously, without a tool to do it with the Customer Success Managers (CSMs) were having to go and mine for information. They would have to make lots of phone calls or teams messages or, converse with multiple people every day to ensure that they had the finger on the pulse of the health of that client.
“ It allows us to see more data at the same time. Previously, without a tool to do it with the CSMs were having to go and mine for information.”
Mike Hurd — It allows us to see more data at the same time. Previously, without a tool to do it with the Customer Success Managers (CSMs) were having to go and mine for information. They would have to make lots of phone calls or teams messages or, converse with multiple people every day to ensure that they had the finger on the pulse of the health of that client.
“ It allows us to see more data at the same time. Previously, without a tool to do it with the CSMs were having to go and mine for information.”
Mike Hurd — It allows us to see more data at the same time. Previously, without a tool to do it with the Customer Success Managers (CSMs) were having to go and mine for information. They would have to make lots of phone calls or teams messages or, converse with multiple people every day to ensure that they had the finger on the pulse of the health of that client.
“ It allows us to see more data at the same time. Previously, without a tool to do it with the CSMs were having to go and mine for information.”
This has freed them to be more effective in what they're doing because the data is flowed in, aggregated, calculated, and they have real metrics to operate from. Before this, we were not a very data-driven process. It was very gut reaction. And I don't wanna discount the gut feel—there's a certain innate ability of understanding the relationship—but that's where that CSM score, that one to five scale, means a lot to us. It allows us to answer questions like “Where does that customer sit with us?”, ”What does the CSM believe?” And it's heavily weighted in our health score.
“Now there's so many other facets that we can calculate into the health score that before just weren't available to us.”
This has freed them to be more effective in what they're doing because the data is flowed in, aggregated, calculated, and they have real metrics to operate from. Before this, we were not a very data-driven process. It was very gut reaction. And I don't wanna discount the gut feel—there's a certain innate ability of understanding the relationship—but that's where that CSM score, that one to five scale, means a lot to us. It allows us to answer questions like “Where does that customer sit with us?”, ”What does the CSM believe?” And it's heavily weighted in our health score.
“Now there's so many other facets that we can calculate into the health score that before just weren't available to us.”
This has freed them to be more effective in what they're doing because the data is flowed in, aggregated, calculated, and they have real metrics to operate from. Before this, we were not a very data-driven process. It was very gut reaction. And I don't wanna discount the gut feel—there's a certain innate ability of understanding the relationship—but that's where that CSM score, that one to five scale, means a lot to us. It allows us to answer questions like “Where does that customer sit with us?”, ”What does the CSM believe?” And it's heavily weighted in our health score.
“Now there's so many other facets that we can calculate into the health score that before just weren't available to us.”
Now there's so many other facets that we can calculate into the customer health score that before just weren't available to us. And so the only real thing that they had to work off before was their gut feel: asking “How healthy are we?” But they had no data to back that up.
Now there's so many other facets that we can calculate into the customer health score that before just weren't available to us. And so the only real thing that they had to work off before was their gut feel: asking “How healthy are we?” But they had no data to back that up.
Mike Hurd
Director of Customer Success
Wachter
Mike is a seasoned technology and customer success leader with over 20 years of experience driving customer retention and large-scale infrastructure solutions. As Director of Customer Success and Opportunity Engagement at Wachter, Inc., he oversees a team dedicated to enhancing satisfaction and delivering strategic customer success initiatives. Over his 17-year tenure with Wachter, Mike previously served as Director of Technology Services, leading enterprise technology architecture and consulting engagements for Fortune 500 clients. Earlier in his career, he held senior leadership roles including CTO at Emporos and Director of Operations at Harbor Technologies. Mike is recognized for aligning technical expertise with customer-focused business outcomes.
Visibility
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
