Customer Success Playbook Episode 10 - Ed Powers - Data Driven Decisions

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In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger interview customer success expert Ed Powers on leveraging data to drive better decisions. Ed teaches courses on using statistics and data analysis to unlock insights for customer success professionals.

They discuss how proper statistical tools help separate meaningful signals from noise in data. Following the scientific method of asking the right questions generates impactful solutions rooted in understanding root causes. Combining qualitative customer interviews that uncover the “why” with quantitative data for the “what” provides the full picture.

Ed explains how variation is normal and improving systems and processes reduces variation for more consistent results. For predicting customer health, data-driven models are more reliable than subjective assessments. Machine learning can boost accuracy further when ample data is available.
The key takeaways are:

• Proper statistical analysis tools help separate signal from noise in data
• Asking the right questions and following the scientific method leads to impactful solutions
• Qualitative data provides the "why", quantitative data provides the "what"
• Understanding and reducing variation improves consistency
• Data-driven models predict customer health better than subjective assessments
• Leveraging data and statistics enables better prediction and decisions

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
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You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.