Boosting CSM Efficiency Through Centralized Data Management

Centralizing customer data drastically improves CSM efficiency and trust in data. Matt Kaplon, Director of Customer Success at Indeed, shares practical strategies for reducing time spent on data retrieval, enhancing customer interactions, and driving better business outcomes.
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- Implementing a unified data platform to reduce time spent searching for information.
- Ensuring consistent data calculation methodologies to enhance trust and reliability.
- Strategies to reallocate CSM time from internal processes to customer-centric activities.
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Matt Kaplon is a Director of Client Success at the world’s number 1 jobsite, Indeed.com. He has 10 years of experience working in Client Success, and has spent the last 3 years leading teams of Client Success professionals working with some of the world’s largest employers.
🔗 You may connect with Matt via LinkedIn: / matthew-kaplon
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📑 Read: Building a Proactive Data-Driven Customer Success Engagement
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🎥 Watch: Using Customer Data to Drive Account Segmentation
• Video
⏬ Download: How to Turn Customer Data Into Outcomes
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00:00 Intro
01:39 Company Overview
04:11 Team Structure
06:55 Hiring specialists for customer segments
08:51 Initial Challenges
10:58 Impact of challenges on CSMs and efficiency
14:52 What would have happened if nothing changed?
16:52 Results from pilot project
#CustomerSuccess #DataManagement #CSMEfficiency #CustomerRetention

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