Boosting CSM Efficiency Through Centralized Data Management

CSM Practice - The Customer Success Podcast

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.
Click here to watch the interview on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- 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.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
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.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: Building a Proactive Data-Driven Customer Success Engagement

⏬ Download: How to Turn Customer Data Into Outcomes

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Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Kapitler

1. Intro (00:00:00)

2. Company Overview (00:01:39)

3. Team Structure (00:04:11)

4. Hiring specialists for customer segments (00:06:55)

5. Initial Challenges (00:08:51)

6. Impact of challenges on CSMs and efficiency (00:10:58)

7. Trust Issues with Data Accuracy (00:13:13)

8. Impact Without Any Changes (00:14:50)

9. Start of Data Management Initiative (00:16:34)

10. Results from Pilot Project (00:17:38)

11. Why Pilot Projects (00:19:39)

12. Best Practices (00:20:49)

13. Recommended Resources (00:23:09)