What data sources are effective for identifying customer barriers?

Evaluating feedback from the customer operations team is an effective method for identifying customer barriers because this feedback often highlights the issues and challenges customers are experiencing firsthand. The customer operations team interacts directly with customers and is in a unique position to gather qualitative insights about customer satisfaction, operational difficulties, and any obstacles that may be hindering the customer’s success. By analyzing this feedback, a Customer Success Manager can identify patterns or recurring problems that need to be addressed, allowing for proactive measures to be taken to overcome these barriers.

In contrast, providing training recommendations is more focused on skills development, which, while vital for customer success, does not directly reveal specific barriers customers face. Reviewing installed base details offers a glimpse into the current assets managed by the customer, which may inform about usage patterns but does not delve into the underlying challenges. Consulting the health index provides a numeric representation of customer health but may lack the nuance that qualitative feedback can provide. Hence, feedback from the customer operations team serves as a critical source of information for understanding and mitigating customer barriers.