CompleteCSM, Inc., a rapidly growing software company that democratizes Customer Success Intelligence, announced the release of its new Customer Intelligence Cloud, just in time for the TSIA world: Interact conference in Orlando, Florida. The new solution provides Customer Success teams with greater access to the customer intent data from the conversations between people tucked away within their various data silos and is specifically aimed at closing the ‘intent gap’ between a customer’s true opinion of their subscription and the SaaS company’s perception in terms of R/Y/G health.
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The value of Customer Success is no longer a secret. According to TSIA, 96% of SaaS businesses are deploying some form of customer success team or strategy for retaining and growing their customer base.
“Customer Success platforms have become indispensable for managing the customers’ relationship with a company’s product,” said Bryan Plaster, co-founder and CEO of CompleteCSM. “As good as these platforms have become at tracking and managing customer usage and health, they all potentially leave terabytes of valuable customer data on the floor and out of their calculations that could be used to better predict churn or potential expansion.”
Everyone can have their own Customer Intelligence Cloud
Leading Customer Success organizations are deploying data scientists to unlock the meaning behind customer churn, but it’s taking them longer than expected to get ROI. The CompleteCSM Customer Intelligence Cloud collects signals from customer conversations and applies AI/ML to reveal a customer’s intent to expand or renew. The curated results can be delivered both downstream to data platforms like Snowflake or Databricks, and upstream embedded into Customer Success Platforms like Gainsight or Salesforce as embedded applications. Modern customer success teams that manage their own operations now have massive advantage to increase their Net Revenue Retention