The Goal
Enable Customer Success teams to use AI to scale effectiveness and impact.
Today is the worst AI will ever be.
We are early.
My Aha Moment
Discovering the power of ChatGPT and the OpenAI API was an eye-opening experience that revolutionized our approach to customer research. This breakthrough has unlocked new possibilities for leveraging AI in our daily tasks and customer interactions, enabling advanced customer segmentation, enhanced communication strategies, and effective churn analysis.
The Challenge
- Different Skill Levels and Understanding of AI and How to effectively use it
- Need to rethink our learning methods for how we approach AI
- Not using a paid frontier LLM and settling for mediocre performance with AI
Creativity in Learning
- Creativity drives innovative solutions
- Key to unlocking potential in new tools like AI
Incorporating Play
- Use AI for personal projects to inspire learning
- Example: AI in cooking to explore new recipes, booking a trip.
The Impact of Creativity and Play
- Play and creativity promote continuous improvement
- Creates a learning-friendly environment, enhancing engagement
Unlocking AI's Potential for CS
Having Better Customer Conversations
Scenario: Meeting with new customer
You have the name and company of new customer that you are meeting with.
How can you have a deeper connection with a customer immediately?
How can you understand their company and role at a level that shows understanding beyond industry/role?
Let's start with research.. Person then Company.
Poor Inputs = Poor Outputs
7 ways to create better AI inputs
Start with Clear Questions: Frame your questions clearly and concisely. Avoid ambiguity.
Context Matters: Provide enough context for the AI to understand your query.
Break Down Complex Queries: If your question is complex, break it into smaller, manageable parts.
Conversational Tone: Engage with the AI as if you were talking to a person. Use natural language and be polite.
Personalize Your Requests: Address the AI directly and explain your needs clearly.
Request Feedback: After receiving a response, ask the AI for feedback on how to improve your queries.
Iterative Interaction: Treat the interaction as a back-and-forth conversation. Refine your questions based on the AI's responses.
Seek Guidance: When tackling a problem, ask the AI for advice on the best approach.
Encourage Questions: Invite the AI to ask you questions to clarify your needs and provide better responses.
Avoid Keyword Search: Instead of inputting keywords, ask complete questions and provide detailed context.
Conversational Queries: Formulate your queries in a conversational manner to get more relevant and helpful responses.
Leverage Existing Data: Provide the AI with relevant data and information you already have to get more accurate and informed responses.
Data-Driven Questions: Base your queries on the data to make them more specific and targeted.
Try Different Approaches: Experiment with various ways of phrasing your questions to see what works best.
Learn and Adapt: Use the feedback from the AI to improve your future inputs. Keep trying new methods to refine your approach.
What to consider when researching individuals?
- Basic Information:
- Role, Organization, Industry
- Role and Background:
- Key Responsibilities
- Professional Experience and Skills
- Organizational Fit:
- Team and Departmental Dynamics
- Influence on Organizational Goals
- Goals and Performance:
- Current Year Goals and Strategic Priorities
- KPIs and OKRs
- Reporting and Influence:
- Reporting Structure
- Decision-Making Authority and Influence
- Challenges and Contributions:
- Internal and External Challenges
- Major Contributions and Strategic Initiatives
- Professional Development:
- Opportunities for Growth
- Key Personal and Professional Traits
- Alignment with Your Company/Solution:
- How your solution supports their goals
- Actionable insights for enhanced performance
- Communication Strategy:
- Industry-specific Terms and Jargon
- Engagement and Insight:
- Conversation Starters and Questions
Creating a better prompt
You use advanced tools and methodologies to examine how individuals perform within their organizations and how well their actions align with corporate goals. Your analysis helps pinpoint trends, assess impacts, and forecast future contributions, combining data-driven insights with a solid understanding of organizational dynamics to support key business decisions.
With strong communication skills, you transform intricate data into clear, engaging narratives for all stakeholders, playing a vital role in shaping business strategies and improving operational effectiveness. Your work is crucial for enhancing corporate performance with well-informed, data-supported views.
Ensure all analyses are factual and based on available data, avoiding assumptions about personal or professional backgrounds.
[My Company / Solution]:
[Individual's Name]:
Role:
Organization:
Company Website:
Additional Information: Please attach a copy of social profiles or other relevant information.
Detailed Analysis of Individual
- Professional Overview:
- Role Overview: Outline key responsibilities and functions.
- Background: Discuss relevant experience, skills, and career progression.
- Organizational Fit: Describe team dynamics and departmental role.
- Personal and Professional Attributes:
- Behavioral Insights and Patterns: Examine key personal and professional traits influencing work behavior.
- Emotional Drivers and Professional Satisfaction: Explore core motivations and job satisfaction.
- Personal and Professional Traits: Describe key traits and qualities contributing to success.
- Strategic Impact and Alignment:
- Influence and Impact: Evaluate their influence on company goals and culture.
- Goals and Strategic Priorities: Detail current year goals and strategic priorities.
- Strategic Contributions: Highlight significant contributions and role in major initiatives. Alignment with [My Company / Solution]: Discuss how our solution supports their strategic goals.
- Performance Metrics and Expectations:
- KPIs and OKRs: List main KPIs and detailed objectives with expected results.
- Organizational Structure and Decision Dynamics:
- Reporting Structure: Explain who Individual Name reports to and the hierarchical context.
- Influence and Decision-Making: Assess decision-making power and influence on major decisions.
- Challenges and Development:
- Challenges and Concerns: Identify internal and external challenges affecting their role.
- Development and Growth: Discuss professional development opportunities and potential growth paths.
- Industry Understanding and Communication:
- Contextual Understanding of Industry and Culture: Analyze industry relevance and company culture fit.
- Industry Jargon and Familiarity: Include relevant terms and acronyms.
- Engagement and Networking:
- LinkedIn Connection Request: Draft a concise and personalized connection request.
- Deeper Connection and Discovery Questions: Suggest key points and questions to deepen the connection.
Turn frequently used instructions into GPTs
Try ISAAC (GPT)
Try Seth's Human Connector GPT:
What to consider when researching companies?
- Company Overview:
- Specialization: Key products, services, and demographics.
- Key Details: Founding Year, headquarters, global reach.
- Unique Value Proposition: What sets them apart.
- Revenue Model:
- Primary Revenue Streams: Subscriptions, sales, partnerships.
- Current Year Goals and Challenges:
- Goals: Key objectives for the year.
- Challenges: Main competitive and regulatory hurdles.
- Competitive Landscape and Differentiation:
- Environment and Competitors: Overview of competitors and market position.
- Differentiation: Unique strategies and products.
- Market Insights:
- Industry Trends: Current shifts and consumer behaviors.
- Market Share: Estimated share versus competitors.
- Historical Performance:
- Review: Past financial results and milestones.
- Analysis: Trends in growth and resilience.
- Industry Overview:
- Size and Players: Scope and major players.
- Challenges and Opportunities: Key industry dynamics.
- Communication and Public Perception:
- Strategy: PR and media tactics.
- Perception: Views from public and investors.
- High-Level Strategic Goals:
- Long-Term Goals: Ambitions for expansion or innovation.
- Impact: Expected effects on direction.
- Operational and Strategic Focus:
- Operational Strengths: Supply chain, customer service.
- Strategic Focus: Next year's potential focus areas.
- Customer Base and Satisfaction:
- Demographics: Industries served and reach.
- Financial Health:
- Insights: Revenue and profitability trends.
- Top Priorities and Solution Alignment:
- Priorities: Key short-term focuses.
- Solution Alignment: How your solutions fit.
- Industry Jargon and Familiarity:
- Terms: Important industry-specific terms.
Creating a better prompt
Ensure all analyses are factual and based on available data, avoiding assumptions.
[My Company / Solution]:
Customer Name:
Company Website:
Additional Information: Please attach a copy of social profiles or other relevant information.
Detailed Analysis of Company
- Company Overview:
- Specialization: Detail the primary products, services, and target demographics of the company.
- Founding Details: Include information about the founding year, location of headquarters, and extent of global operations.
- Unique Value Proposition: Describe what makes the company’s offerings stand out.
- Revenue Model:
- Primary Revenue Streams: Discuss sources like subscriptions, product sales, and partnerships.
- Current Year Goals and Challenges:
- Goals: Outline the specific objectives set for the current year.
- Challenges: Address obstacles like competition and regulatory issues.
- Competitive Landscape and Differentiation:
- Competitive Environment: Give an overview of the industry competition.
- Key Competitors: Identify major competitors and compare their offerings with your customer's.
- Differentiation: Explain the unique aspects of the company’s approach or products.
- Competitors' Highlights: Discuss strengths and strategies of key competitors.
- Market Insights:
- Industry Trends: Analyze current industry shifts, consumer behaviors, and technological advancements.
- Estimated Market Share: Estimate and compare the company's market share against competitors.
- Industry Overview:
- Overview: Provide a detailed description of the industry, including size and key players.
- Key Challenges and Opportunities: Discuss significant challenges and opportunities in the industry.
- Historical Performance:
- Review: Look back at financial outcomes, milestones, and challenges overcome.
- Analysis: Evaluate performance trends to gauge growth and resilience.
- Communication and Public Perception:
- Strategy: Review the communication strategies employed, like PR and social media.
- Perception: Assess public, investor, and analyst perceptions.
- High-Level Strategic Goals:
- Long-Term Goals: Detail ambitious long-term objectives like market expansion or innovation.
- Impact: Describe the expected influence of these goals on the company's direction.
- Operational and Strategic Focus:
- Operational Strengths: Highlight areas like supply chain efficiency or customer service.
- Strategic Focus: Discuss potential focus areas for the next year based on market position.
- Customer Base and Satisfaction:
- Demographics: Analyze key industries served and geographic reach.
- Satisfaction: Evaluate customer feedback through reviews and testimonials.
- Financial Health:
- Insights: Offer insights into trends in revenue, profitability, and significant financial activities.
- Top Priorities and Solution Alignment:
- Priorities: Enumerate key priorities.
- Solution Alignment: Explore how [Your Company / Solution] supports these priorities.
- Future Outlook:
- Goals and Strategies: Discuss future strategies in light of current market standing and overall vision.
- Industry Jargon and Familiarity:
- Terms and Jargon: Include relevant industry-specific terms and acronyms.
Try CAMERON (GPT)
or better yet, just use Perplexity AI..
But how do I upsell a customer or save them from churning using this information?
Putting it all together
Value Alignment
Value Alignment analysis is aimed at integrating how a solution aligns with the strategic goals of your customer. This document outlines the process from initial research to detailed value alignment, ensuring a thorough understanding and effective application of the solution.
Step 1: Gathering Benefits of the Solution:
- The initial step is to compile a comprehensive list of all potential benefits provided by the solution. This should include aspects such as cost efficiency, enhanced productivity, improved customer engagement, and any other pertinent benefits that the solution might offer.
eg. Cost-Effective Marketing: By leveraging employee networks for content distribution, GaggleAMP reduces marketing costs compared to traditional advertising, offering a more budget-friendly yet effective approach to reaching wider audiences
- Step 2: In-depth Company Research: Conduct detailed research to understand the specific market position, operational processes, and strategic objectives of the company. This research lays the groundwork for aligning the solution with the company's unique needs and strategic goals.
- Strategic Focus Area Analysis: For each strategic focus area, analyze how the solution aligns with and supports the company's objectives. This section should include:
(Repeat this structure for additional strategic focus areas as necessary.)
- Strategic Focus Area Title: Solution Advantage
- Describe how the solution enhances this strategic area, emphasizing its impact on improving operational processes, increasing efficiency, or achieving other relevant outcomes.
- Next Strategic Focus Area Title: Solution Advantage
- Provide details on how the solution supports this area, using examples from current or projected operations.
Conclusion: Conclude by summarizing the critical alignment of the solution with the company's strategic goals. Highlight specific advantages and the potential impact on operations, advocating for the continued or expanded use of the solution based on demonstrated alignment.
Additional Information Required: End with a section requesting further details or data that could deepen understanding of the solution's impact. Include potential questions about integration challenges, user feedback, or successful case studies.
Formatting Instructions: Use bold headings for each section and maintain clear separations to ensure the document is easy to navigate and read.
This framework is designed to be adaptable, providing a clear and systematic method for assessing and presenting the alignment of a solution with the strategic needs of any company.
What the finished product could look like..
*Matik is NOT a GaggleAMP customer
I can't get AI to write like me..
You Haven't Shown AI What Good Looks Like
- Define Your Standards: Clearly identify what constitutes good writing in your style. Be specific about tone, structure, vocabulary, and other key elements.
- Provide Quality Samples: Share high-quality examples of your writing with the AI to illustrate your standards.
You Haven't Provided Enough Examples
- Diverse Samples: Offer a variety of writing samples that cover different contexts and formats (e.g., emails, reports, articles).
- Quantity Matters: The more examples you provide, the better the AI can understand and replicate your style.
You Haven't Analyzed Your Writing Style
- Identify Key Characteristics: Analyze your writing to pinpoint unique traits such as tone, phrasing, and structure.
- Use Writing Analyzers: Utilize tools or services that can analyze and break down your writing style into identifiable components.
Creating a Personalized AI Writing Assistant
Develop a GPT that replicates an individual's unique writing style to enhance communication. This can be used for drafting emails, reports, client communications, and internal memos to ensure consistency and personalization.
- Collect Writing Samples:
- Gather diverse samples (emails, reports, long-form text, social posts).
- Analyze Writing Style:
- Use a style analyzer to identify key characteristics.
- Define GPT's Role:
- Persona: Communication expert.
- Goal: Generate clear, engaging, friendly text.
- Outline Analysis Constraints:
- Tone: Informal, conversational.
- Language: Simple, clear.
- Formatting: Consistent with preferences.
- Detail the Persona:
- Traits: Specialist, simplifier, formatter.
- Mindset: Efficient, personable, adaptable.
- Behaviors: Consistent, engaging, simple.
- Instructions for GPT:
- Review context.
- Integrate language preferences.
- Draft and finalize text.
- Continuous Improvement:
- Gather feedback.
- Refine based on insights.
9 other areas of AI integration
Call Analysis + Follow up
Takes notes, highlights key details, writes follow up emails, highlights tone
CSM Coaching
Provides real-time feedback and personalized coaching for customer success managers.
Success Mentor
Offers guidance and best practices based on data-driven insights to enhance customer success strategies.
Thought Partner
Assists in organizing thoughts and crafting strategic plans.
Video Explainers
Creates engaging video content for explaining complex concepts to customers.
Mixing in Fun Images
Integrates fun and engaging images into emails and collateral to enhance communication.
Presentations
Utilizes AI tools like Gamma to create dynamic and visually appealing presentations.
Learning + Education
Creates and curates educational content to support continuous learning and development for both customers and customer success teams.
Data Expert
- Analyzes data to provide actionable insights and improve decision-making processes.
- Churn Analysis: Identifies at-risk customers to proactively address retention.
- Expansion Analysis: Spots opportunities for growth within existing accounts.
- Gap Analysis: Highlights areas where customer needs are not being met.
- Book of Business and Resource Allocation: Optimizes resource distribution based on customer needs and potential.
- Customer Feedback Analysis: Interprets feedback from sources like G2 and CSAT to improve services.