Learn how customer health analysis can not only help you maintain your current customer base, but also drive increased revenue from that existing base. In this webinar, we examined how we use customized health scores internally to achieve consistently negative churn rates, and cover a few examples from our customers who do the same. Customer Success Analysis aides growth by helping you: Retain revenue Acquire new Revenue Cut operational costs

1. 1
The Three Pillars of
Customer Success Analytics

2. Housekeeping
• We will do Q&A at the end.
• You should see a box on the right
side of your screen.
• There is a button marked “Q&A”
on the bottom menu.
• We will be recording this
• We will send you the recording
tomorrow.
• We will also send you the slides
tomorrow.
RecordingQ&A

3. Dillon Morrison
Manager, Product Marketing & Analytics
Meet the Speakers
Brian LaFaille
Manager, Account Management

4. 4
AGENDA
Customer Success Analytics Background
Three Pillars of Customer Success
How do we do this in Looker?
1.
2.
3.
4. Customer use-cases

5. 5

6. 6
+700
others...

7. 7
+700
others...

8. 88

9. 9
Event /
Product Usage
Centralization & customization allow for the whole view

10. CUSTOMER SUCCESS MANAGER GOALS
Retain Revenue
Red Customer Dashboard
Customer Lookup Dashboard
Renewal Forecast Dashboard
Cut Costs
(increase efficiency)
Company KPI Dashboard
Individual Performance
Dashboard
Automated Scheduling
Drive New Business
CSM Breakdown dashboard
Up-sell Dashboard
Up-sell Data Looks
10

11. 11
Retain Revenue

12. 12
Drive new business
Up-sell Performance Dashboard

13. 13
Cut Costs (increase efficiency)
● No more weekly
performance reporting
● Not spending cycles with
incorrect or incomplete
underlying data
● Backburner scheduling
and repetitive tasks
Company
Individual
Automated

14. 14
12+ consecutive months of negative churn
Efficient - 4 CSMs managing 500+ accounts
Net Churn Rate
What do we have to show? How do we do this?
Centralization
Customization
Bridging Analysis & Action

15. 15 Extract Load
Transform (and
Explore!)
Transaction
Database
FFW
Web Data
CENTRALIZATION

16. 16
CUSTOMIZATION

17. 17
Integration
s
Embedding
Robust API
Open Architecture
BRIDGING UNDERSTANDING & ACTION
Research has proven that employees adopt an informed decision-making mindset when data is
put into the context of their workflows.

18. 18
● Custom health score
● Attribution and LTV analysis
● 360 degree view of Customer
● Automated reporting
● New insights
DATADOG + LOOKER

19. ● Campaign optimization
● Customer satisfaction (and
profit!)
● Rapid, informed decision
making
● Org-wide efficiencies
19
INFECTIOUS MEDIA + LOOKER

20. Q&A
20

21. THANK YOU FOR JOINING
Recording and slides will
be posted.
We will email you the links
tomorrow.
See you next time!
Next from Looker Webinars:
Embedding Data & Analytics
with Looker on 4/28
See how Looker works on
your data.
Visit looker.com/free-trial or
email discover@looker.com.

22. THANK YOU!