Becoming Data-Driven
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.
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Mike Hurd — 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. 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 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 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 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 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 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.
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