In this podcast, Jeff does a deep dive into the world of CS Ops with David Epperly of Red Canary. David put together a great post about the basics of CS Ops (click here to read). Topics discussed were:
- Key metrics to track for CS Ops to prevent churn
- Do you need CS-specific tools like Gainsight or Churn Zero to use data for understanding churn risk?
- Using qualitative factors to understand churn risk
- What level do you start relying on data science and more complex tools?
- David describes his current CS Ops Tech stack
- How does somebody break into CS ops?