Hi Archana, You made me smile, thanks for sending such good vibes and for the valuable insights.
I have a question re point 2.: at the moment we can only check customers' usage by logging into their accounts. There're a lot of things I'm missing out on like have they clicked on any of the new features or trialed them? have they ever visited parts of the platform that are out of their subscription? I believe this type of info would help me with upsells.
I've introduced the idea of adopting a CS tool like ChurnZero or Totango, but the questions I ask myself are: when is the right time to adopt such a tool? and what's the argument to pay for such a tool if retention is good?
In my previous company, we adopted a tool as a first thing after starting the CS team. It was absolutely necessary as the retention was quite low, so this was a great argument to pay for it.
Do you have experience with CS tools?