Harnessing the Power of Total Search
By Kristen Hayer
This blog is a summary of a recent podcast interview that Kristen Hayer did with Prasanna Dhungel.
In a world that's rapidly evolving, staying on top of market trends and threats is crucial for businesses, especially when it comes to Customer Success. In this episode of Innovations in Leadership, Kristen Hayer is joined by Prasanna Dhungel, co-founder and managing partner of Grow by Data, to discuss how to revolutionize Customer Success strategies using Total Search.
Total Search is a tool that helps businesses understand what their customers are searching for on Google. This valuable insight can drive efficiencies in Customer Success programs and keep companies ahead of market trends. By understanding the customer's perspective and the competitive landscape, businesses can identify potential threats and opportunities, ultimately leading to better decision-making and more successful strategies.
But how exactly does Total Search benefit Customer Success teams? By leveraging Total Search, these teams can gain a comprehensive understanding of the competitive landscape and market signals. This knowledge can help identify threats, identify new prospects, and understand the impact of a strong brand on Customer Success. A strong digital brand presence, as Prasanna points out, can lead to reduced customer acquisition costs, improved retention, and increased upselling opportunities.
One of the key takeaways from this discussion is the need for Customer Success Leaders to be proactive and adaptable in the fast-paced digital world. As platforms like Google constantly evolve, staying updated on these changes and understanding how they impact the brand's online presence is essential.
The discussion also touches on the need to break down organizational silos. Prasanna emphasizes the importance of utilizing external and client signals to improve Customer Success. He also highlights the role of new tools like GenAI in transforming Customer Success and the need for B2B companies to provide a seamless and delightful customer experience, akin to B2C interactions.
Toward the end of the episode, the topic of customer obsession and the day-to-day tasks of being a frontline employee are explored. This passionate discussion underlines the need for companies to evolve in order to stay competitive. The use of tools like Total Search and insights from Google trends can go a long way in transforming Customer Success and helping businesses stay ahead of the curve.
Overall, this podcast episode provides valuable insights and practical advice for Customer Success leaders. It highlights the power of Total Search and the importance of understanding market trends and customer behavior. As the landscape of Customer Success continues to change, being proactive, adaptable, and customer-obsessed will be the keys to success.
The Success League is a global customer success consulting firm that offers a variety of services, including coaching and certification training for both CSMs and CS Leaders. Please visit TheSuccessLeague.io for more.
Kristen Hayer - Kristen Hayer founded The Success League in 2015 and currently serves as the company's CEO. Over the past 25 years Kristen has been a success, sales, and marketing executive, primarily working with growth-stage tech companies, and leading several award-winning customer success teams. She has written over 100 articles on customer success, and is the host of 3 podcasts about the field: Innovations in Leadership, CS Essentials with Gainsight, and Reading for Success. Kristen serves on the boards of the Customer Success Leadership Network, the Customer Success program at the University of San Francisco, and the Women in Leadership Program at UC Santa Barbara. She received her MBA from the University of Washington in Seattle, and now lives in San Francisco.
