Guest post by Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud
I recently met with Owler’s marketing team at our San Francisco office to discuss how customer success professionals and executives can best leverage Owler.
Data-driven insights customer success executives can rely on
Owler Founder and CEO Jim Fowler and I have been business associates for the better part of a decade, back when the keys to Customer Success were less understood. Jim recognized early on how crucial a personalized, individual approach to customer relationships are. Back then, Jim had just closed a Series C-round of financing for his previous company Jigsaw and was embarking on the next phase of growth. Together, we implemented efficiency measures to ensure Jigsaw maintained their existing clients while simultaneously having the bandwidth to drive net new growth.
Today, the value of efficiency and insight are as important as ever. And, I believe both of these principles are at the core of what makes Owler a unique and useful tool.
It’s imperative that Customer Success Managers (CSMs) serve the role of a trusted advisor to their customers. This enables CSMs to not only maintain their relationships but also expand their client relationships. As such, it’s critical to stay on top of day-to-day changes happening within that company.
Owler provides a single channel that can assist CSMs in staying on top of all changes within a company such as if that company has secured a new round of funding, or expanded the size of their team. Beyond that, Owler also provides insights into what’s top of mind for the leadership team for that company. By reviewing the news and alerts for your portfolio of clients, you can see the articles they’ve published, and any news coverage they have received.
I use the term ‘Customer Success Technologists’ to refer to the role of the modern CSM because the role requires an ability to be extremely adept at staying on top of data and trends. Because of this, I believe every CSM should have a tool that provides them with these technological insights. Owler is one of these tools. Owler is critical in helping Customer Success professionals evolve to the next level, where we can be more proactive by taking advantage of the data afforded to us. Owler allows us to change the perception of data to help us manage the real-life relationships with our customers.
My day to day routine involves being on the move. As a Customer Success Executive, it’s rare that I spend much time in any one office. I’m either in an airport, in-flight, or driving to meet customers or my team, so being able to consume information in a mobile way is mission-critical. Owler’s mobile interface makes it super easy for me to get up-to-the-minute customer information before I walk into my next meeting.
As the Customer Success industry continues to grow, there will be more revenue and more complex customers to manage, which is why being proactive and having access to the very best data is crucial. Owler leverages the concept of the “wisdom of crowds”, which is arguably the only way you can truly keep up with the speed of today’s businesses movement. Owler takes advantage of a community of people that are in the know, on the front lines, and aware of company changes. This community of people weighs in on what they deem to be the right information. Which means Owler has a data set that’s very unique, relevant, and real time.
When it comes to Customer Success, Owler is a must-use tool.
Catherine Blackmore is a thought leader and innovator in the area of Customer Success, with over 20 years of experience helping a diverse list of clients from small business to Fortune 100 customers.
Catherine has published numerous blogs, eBooks and whitepapers on the structure, programs, and operational framework for Customer Success organizations and is rated among the Top 50 Influencers to Follow in Customer Success.