Make Data-Driven Decisions in Customer Success (2nd Ed.)

"Be more data-driven!" That's the mantra from the senior bosses, but what does it mean?

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data.

Becoming data-driven isn't about using data--it's about using data correctly.

This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications. The 2nd edition features content on causation, predictive models, and AI/ML fundamentals, including generative AI.

You'll learn how to:

• Track churn accurately

• Analyze NPS and CSAT in new ways

• Construct predictive customer health dashboards

• Forecast renewal revenue with precision

• Improve your processes

As a result, you'll facilitate better decisions and improve operational performance.

In this age of easy data visualization and generative AI, why does this course make sense? Well, more and more people these days are loading raw data into genAI, asking it to find patterns, and following whatever advice comes back. And new software is coming to market designed specifically for this purpose. Having AI do your data analysis is certainly easier than doing it yourself, but it’s a recipe for disaster.

Why? No AI is capable of understanding meaning. That requires humans, and likely will for many years to come. You must know more than your AI "Copilot" in order to check its work.

This course features downloadable exercises in Excel to practice applying the concepts, quizzes to reinforce learning, and a valuable CSMath Handy Equations and Procedures Guide for using your new skills on the job.