An ongoing series on how we use Matik at Matik

We recently read an awesome article on how Gong uses their own product. Inspired, we decided to share how we use Matik with our own customers.

Sharing data-driven insights is one of the best ways to show customers the value of your product. When used correctly, these insights highlight the strength of your product or service and uncover strategies to improve your partnership going forward. We're data-driven at Matik, and we try to provide insights throughout the customer lifecycle as a way to show what is working and what is not.  By using Matik, we're able to build each customer a tailored infographic and do so across more accounts at the most impactful touchpoints.

Use Case

This Matik Check-In template is primarily used to touch base with our customer program managers on adoption during a pilot or early on in the lifecycle. It contains key data revealing agreed-upon usage KPIs, leaderboards for templates and users, and technical issues the customer may be experiencing.

Data Sources

In order to power this template, we first connect Matik to our Redshift data source. Then, we seamlessly pull our usage data into Matik by way of SQL queries, written by our Matik admin.

Inputs

In order to tell Matik what data and content to pull from Redshift, we provide the inputs below:

• Rep Name: Single-select dropdown that pulls in users from our Salesforce CRM
• Customer Name:  Name of customer that is selected in a dropdown pulled from Salesforce
• Matik Company ID:  Automatically entered after the company name is selected
• Start Date: Date we want the usage data to start being aggregated
• Input Used for Accounts: The input value a customer uses for their account names.  For example, if a customer selects an input called "Company Name" when generating a presentation for each account, we would select "Company Name" here. In selecting this input, we know how many times a presentation was generated for each of our customer's accounts and we can quantify our impact on their business.

Output

The end result is a customized one-pager that shows all of the KPIs we like to measure early in a customer's time with Matik.  

Not only is it a helpful conversation starter, but it's also an easy way for us to diagnose an account's health.  By entering a few inputs, we have a 360-degree account view that is easily consumable and shareable.

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Impact

We've found that sharing insights proactively improves the customer relationship, uncovers what questions should be asked and reveals areas of opportunity.

Ideally this translates to better business outcomes for us, and also a better experience for Matik end users and admins.

Curious to learn more about how Matik can help empower your CS team? Let us know :)