Why your customer success strategy needs a data strategy

The article discusses the importance of customer success strategy in a company's overall plan, emphasizing on the role of data in enhancing this strategy. It highlights three key touchpoints in a customer's journey - sales, support and success. Customer success is seen as a proactive function that monitors customers' interactions with products or services to guide them towards a more valuable experience. The article also presents three best practices for implementing an effective customer success approach: being selective and targeted, connecting the data across the organization, and putting the customer first. It concludes by suggesting various metrics that can be tracked in a customer success dashboard to anticipate customers' needs effectively.