Customer success teams aren’t always the most confident when speaking to their customer QBR data. But it doesn’t have to be that way! Hear from CS Ops experts Nikola Mijic, Co-founder and CEO at Matik, Emily Christine, CS Operations Manager at MNTN, and Melissa Allen, Director of CS Ops at Okta as they dive deep into why data is the new currency in customer success, how to effectively enable your CS teams with data, the art of crafting killer QBRs, and measuring the success of your enablement initiatives.
Data isn't just numbers on a screen; it's the new currency in the world of customer success. Nicola lays it down by emphasizing that data drives decisions, both internally and externally. If your CS team isn't leveraging data to show value and ROI, then you’re telling the wrong story to your customer—and you’ll lose credibility. Empower your CS teams with the right data to make them trusted advisors. When they can speak confidently about metrics and outcomes, they build credibility and strengthen customer relationships.
Your enablement efforts should tie back to the company's broader goals—be it reducing churn, increasing upsells, or improving customer satisfaction. By aligning initiatives with key KPIs, you ensure that your efforts are contributing to the bottom line.
“At the end of the day, whether it's internal or external, data is king. That's the new currency.” - Nikola Mijic
Jump to the clip to hear why Melissa believes that credibility is critical to customer success.
Emily emphasizes the importance of owning the Quarterly Business Review (QBR) templates. She keeps tight control over the decks, ensuring consistency and effective storytelling. Why? Because a disjointed QBR can confuse customers and erode trust fast. By standardizing the templates, you can scale faster while still delivering a consistent, high-quality experience that showcases your value proposition effectively.
“Show your metrics. And use them to explain why you are now making certain strategic recommendations.” - Emily Christine
Jump to the clip to find out more about Nikola’s 80-20 rule for scaling QBR templates.
So you've rolled out a new enablement initiative—great! But how do you know if it's actually working? Nicola breaks it down by highlighting the need for both quantitative and qualitative metrics. Look at adoption rates, frequency of use, and gather feedback from the team. Whether it's through direct conversations, Slack channels, or monitoring usage metrics, gathering feedback allows you to tweak and improve your initiatives continually.
“Feedback loops are important. Even if something's wrong, not working, or the team wants to add something, this tells you that they're invested because they're asking about it. They want it to be fixed or they want adjustments.” - Melissa Allen
Jump to the clip to hear about tools that can help you create a feedback loop.
Emily shares a game-changing tactic: using one-page QBRs for customers without dedicated CSMs. This simple move led to increased engagement from previously inactive accounts. Customers started reaching out with questions and, more importantly, started using the platform more actively. A concise, well-crafted one-pager can reignite interest and drive engagement without overwhelming the customer.
“The one-pagers were great because suddenly we had a decision maker who was bought in, who was like, what can I do? How can I get involved? - Emily Christine
Jump to the clip to learn how Melissa’s company launched a new upsell/cross-sell process.
Melissa and Emily stress the importance of continuous enablement. Utilize Slack channels, office hours, and regular check-ins to keep the team engaged and informed. Consider interactive training methods like quizzes, role-playing, and even pitch contests.
When training is engaging it helps the material stick and boosts confidence when interacting with customers. Post-launch support isn't optional—it's essential. Keep the communication lines open to address questions, gather feedback, and make iterative improvements.
“Whenever you are trying to launch something, like a data asset or a piece of collateral, having people that are on the front lines be a part of the process is by far the most effective way to get something adopted.” - Nikola Mijic
Jump to the clip for how to incorporate mini-quizzes into your enablement process.
Data isn't just a buzzword—it's a powerful tool that, when harnessed correctly, can elevate your customer success game to new heights. But it's not just about the data; it's about how you enable your team to use it effectively, measure success, and keep the momentum going.
Successful enablement requires continuous effort, feedback, and iteration. But with the right strategies in place, you can turn your CS team into a data-driven powerhouse that dazzles customers and drives growth.
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