As CS teams scale, harnessing the power of data is key to ensuring success. By leveraging CS operations and incorporating it into strategy, teams can unlock valuable insights that streamline processes, and improve efficiency.

Some key takeaways from the Scale + CS Summit on how to leverage data & ops:

1. In “3 Non-Obvious Pillars to Your Scaled Strategy”, Jeff Breunsbach (Co-Founder at GrowthCurve.io) shares three ways to scale customer success: reducing customer effort, refining testing processes, and rethinking team roles. He highlights the importance of making it easier for customers to get help, using cohort-based testing to uncover what works best, and giving frontline teams the freedom to solve problems quickly. Watch this session‍

2. In the session “The Role of Data in Scale & How to Scale It” panelist Conor Kelly (Scaled Insights Manager as Asana), Nick Jaton (Data Engineer - CS Ops at Samsara), and Nik Mijic (Founder & CEO at Matik) discuss how to scale data effectively by taking both reactive and proactive approaches. Sharing how reactively, teams focus on addressing frequent customer or account requests, automating these insights to make them self-serve for the entire revenue organization. Meanwhile, the focus shifts proactively to anticipating future product releases and building out data reports to support reactive processes, ensuring that sales teams are ready to leverage new features as they roll out. He also shares that data can be adopted and utilized effectively by maintaining strong feedback loops and collaborating across departments. Watch this session‍

3. In “Scale from an Ops Perspective” panelist Justin Chappell (VP Customer Experience at 6sense Inc.), Melissa Allen (Director, Customer Success Operations at Okta), Nik Mijic (Founder & CEO at Matik), Rosa Gandler (Senior Director, Customer Revenue Operations at Greenhouse Software), Rosalyn Santa Elena (Founder and Chief Revenue Operations Officer at The RevOps Collective), and Thuy Pham (Manager, CS Ops Strategy & Systems at LinkedIn) talk about the misconception that CS Operations is merely an administrative role, emphasizing that CS Ops should be seen as a strategic partner with a deep understanding of processes, data, and customer journeys. They stress the importance of bringing CS Ops in early when scaling or implementing new initiatives to ensure that strategies are effective and efficient. They also highlight the challenges of over-operationalizing too soon, advocating for experimentation before scaling, and cautioning against excessive reliance on automation without fully understanding the underlying processes. Watch this session

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