Here are some specific factors that CSM teams can track with Rafiki to help deliver tangible improvements in customer success:
Talk-to-listen ratio: Rafiki can track how much time CSM team members spend talking versus listening during customer interactions. Balancing these ratios can lead to more effective communication and a better understanding of customer needs.
Keyword and topic tracking: Rafiki can track specific keywords and topics discussed during customer conversations. This information can be used to identify common pain points, product feature requests, or areas where customers need additional support.
Competitor mentions: Rafiki can track mentions of competitors in customer conversations, allowing the CSM team to understand the competitive landscape and how their product or service compares.
Product usage and feedback: Track discussions about how customers are using the product, any challenges they face, and their feedback on features or functionality.
Call/meeting summaries and action items: Rafiki can automatically generate summaries of calls or meetings, highlighting key takeaways and action items. This makes it easier for CSM teams to follow up on commitments and track progress over time.
Coaching and skill development: Rafiki's coaching features can identify skill gaps or areas for improvement within the CSM team, providing targeted feedback and training to enhance performance.
Time-to-resolution: By analyzing customer conversations, Rafiki can help identify bottlenecks or inefficiencies in the support process, allowing the CSM team to optimize workflows and reduce time-to-resolution for customer issues.
Account engagement: Rafiki can measure the frequency and duration of customer interactions, allowing CSM teams to track account engagement and proactively reach out to customers who may be disengaged or at risk of churn.
Deal risks and opportunities: For CSM teams working with customers on upsells or renewals, Rafiki can help identify deal risks and opportunities by analyzing conversation data, and providing insights to help close deals more effectively.
Topics & Trackers
When a CSM team tracks topics or trackers in their calls, they should focus on areas that provide insights into customer needs, satisfaction, and potential risks. Some important topics and trackers to monitor include:
Product usage and feedback: Track discussions about how customers are using the product, any challenges they face, and their feedback on features or functionality.
Support issues and resolutions: Identify common customer issues, the steps taken to resolve them, and any recurring problems that may indicate a need for additional training or resources.
Onboarding and training: Track conversations related to customer onboarding, training, and education to identify opportunities for improvement and ensure customers achieve their desired outcomes with the product.
Upsell and renewal opportunities: Monitor discussions around potential upsell opportunities, renewals, and expansion to proactively address customer needs and grow the account.
Churn risks: Track indicators of customer dissatisfaction or potential churn, such as concerns about pricing, competitor mentions, or unresolved issues.
Customer goals and success: Focus on discussions around customer goals, objectives, and their overall success with the product or service, to align the CSM team's efforts with the customers' desired outcomes.
Best practices: Identify patterns and trends in successful customer interactions to standardize best practices across the CSM team. These would be part of the CSM training Playlist on Rafiki.
Cross-functional collaboration: Track instances where other departments, such as sales, product, or engineering, are mentioned or involved in customer conversations to improve collaboration and ensure customer needs are addressed efficiently.
Action items and commitments: Monitor the commitments made by CSM team members during customer calls, ensuring they follow up on action items and meet their promises to customers.
By tracking these topics and using the insights to optimize their strategies, CSM teams can improve customer satisfaction, retention, and overall success.
Analytics
CSM teams improve time-to-resolution using its features and analytics:
Call/meeting analytics: Rafiki provides insights on the average duration and the number of calls/meetings required to resolve customer issues. By comparing these metrics against industry benchmarks or internal goals, CSM teams can identify areas for improvement and work towards reducing the number of interactions needed for resolution.
Keyword/topic tracking: Rafiki tracks specific keywords or topics related to common issues or resolution steps. By analyzing the frequency and effectiveness of these keywords or topics, CSM teams can identify the most successful approaches to resolving problems and standardize these methods across the team - save filters with Alerts to quickly proactively fix red flags before it goes into cancelations.
Coaching and skill development: Rafiki's coaching features can identify specific skill gaps or communication issues that may be prolonging issue resolution times. By providing targeted feedback and training based on these insights, CSM teams can improve their problem-solving abilities and reduce time-to-resolution.