Practical gen AI data analysis customer success pros should be doing now
I use ChatGPT to create my Emails - that's Enough! No, it's not
I hired two people to my team last week. They’re not very talkative, but they’re massively productive. The first person is Siena, who is going to start triaging our support tickets. I’ll come back to her in another post. Sven is my new data analyst, and let me tell you—he is a wiz.
Here is what I have Sven doing:
Sven reviewed my accounts and, based on simple data points, told me the top five clients we should contact this week. I just downloaded a table of my clients from the CRM and sent it over. He had it back to me in 30 seconds.
Sven told me which are the top five clients that will be pushing through their consumption limits in the next 60 days and require an upsell conversation. He even found a hole in our data that I had billing address. I just grabbed a few sets of data from different points of time, sent it to him and done. Thank you Sven!
Sven analyzed my customer’s data prior to a meeting and gave me 3 key insights I wouldn’t have known about. My customer was over the moon.
Sven even reviewed the transcripts of all the calls and notes from a client I lost last quarter and provided me with a definitive cause. Of course, the reason wasn’t customer success :)
I also plan to have Sven do the following:
Examine specific data points of my customers over a period of time (time spent in-app, items built, meetings attended, training taken etc…) during their onboarding mixed with company data such as employee and revenue size. Sven will then provide me with an indication as to why certain customers were more successful and whe the critical point of success or failure was.
Indicate what my most successful clients who have been with us for over a year are consistently doing to ensure they maximize ROI with our products.
Analyze my QBR scripts (we call them checkpoints) to let me know what went well and what I can do better.
Sven seems awesome, but he also seems expensive. He’s not. I used a few different Gen AI tools to create Sven (including the picture). For more data-heavy items, I love ChatGPT. For proposals and narratives, I prefer Claude. For client research, I use Perplexity, as it has better data sources.
The amazing part is that you don’t need to buy these tools beyond the nominal monthly fee (which your business should pick up). Technology and specifically data analysis, is no longer some long, drawn-out process where you need to spend countless hours or send your data to an analyst. You can do a lot of this on your own. Much of it comes down to your curiosity and desire to pull that thread.
My advice: Yank the thread. Keep pulling and get more and more insights. Experiment with different tools and prompts. Summarize your findings and provide those back to the business. Data is information. Analysis is impact. Insights is power. Get those insights and start driving change. No more gut feelings - create your own Svens and Svenjas and make some noise.
PS: A quick update on my book. The first edits with my editor are done. Phew! I’ve sent those back and am awaiting the next round of edits. In the meantime, I’ve created a PDF that I’ll start sharing to get some advanced testimonials. Just finishing up some accompanying exercises on the site. I’ve also collected feedback on the cover and sent some feedback to my designer. More to come soon! The official launch team will form in two weeks, and the projected launch is still mid-June.