Chief Customer Officer, Silverfort
Noded AI and the Chief Customer Officer - A Love Affair
Holistic View of the Customer
Candidly so much of what happens around a customer is in email, Slack, Google docs, Zendesk, Jira, etc (you get my point). I could see some of this on a “timeline” in a CS platform but took lots of work to actually scan to remember the context around an email chain, slack thread, etc. And I had to get into other systems, track down owners of say a trouble ticket and beg for action. That is when I found Noded Ai.
Noded Ai has effectively become my digital assistant. I put EVERYTHING into Noded around customers, my team members, functions I need to drive success (product, engineering, sales), projects I am driving (success organization restructure). It is super easy to take my sloppy notes on top of the Gong transcripts that are part of my customer discussions. I also copy and paste links to Salesforce opportunity records and Zendesk tickets. Why?
I do wish that is how my life was but it isn’t realistic. My days are a litany of:
• proactive discussions to drive success even faster when things are going well at a customer
• reactive discussions when Sh*t hits the fan with a customer and we have to get them stable (and sometimes calmed down)
• tons of things in between as we onboard new customers, I drive team meetings, conduct 1:1s, participate in other functional meetings, etc
Net tons of context shifting. A LOT of customers (which is a massive luxury as our growth is accelerating). Overwhelmed success managers (see LOTs of customer / growth is accelerating:). Keeping everything straight is a challenge to say the least.
Legacy Customer Success Platform Perspective
I have worked in a CS platform in a previous life and it helped with specific questions around a customer and could help us focus energies when something turned from “green to red”. BUT I still have scars from the budget battle to even be able to deploy the tool. And the months to deploy andget the team using. And after all of that I learned that it only provided a limited view of the customer and even the “analytical” aspects it provided only seemed to be used by me / upper management (I.e. the actual success managers doing the work found the tool borderline useless as they knew everything about the customer for the most part). And while CTAs were great, every time I wanted to share outside of the CS team or even get other functions on the platform I was hit with price increases on a tool my COO and CFO already wanted to consolidate away. So we never shared or collaborated in the CS tool with anyone but ourselves limiting the efficacy of the tool. And I also had to hire an admin just to manage the tool, make updates the team wanted to actually drive usage. We were effectively on an island. Ugh.
Bringing It All Together and Driving Action
Because as I am preparing for my day I can click on a customer and immediately see my “customer hub” that gives me a summary of all things I need to know for that customer - PROACTIVELY. It takes all of my notes. All of those transcripts (I honestly don’t have time to read but don’t tell anyone). All of the emails and slack threads I sent to Noded. AND anything the team has put into Noded around this customer and summarizes it all for me. I get an Ai driven customer summary, key actions (what the customer is expecting us to have done and vice versa), open tickets (I.e. Zendesk) and product requests (I.e. Jira) all in one place. I can share parts or all of a customer “card” with anyone without worrying about yet another upsell call from my CS platform rep. And Ai is native providing me information in seconds that use to take me hour to compile. Think of a briefing a CEO would get before she walks into a customer meeting. This is what Noded does for me. Just by using Ai and my knowledge graph (what is underneath their product - at least that is what their CEO told me. :)
Noded has changed how I work. Period. I won’t estimate the time it has saved me (it is a lot) as I no longer search through my notes, my emails, Slack, try and find my Zendesk login to look through tickets, etc. Net scramble to try and pull everything together so I feel mildly prepped for my customer discussion. Noded brings all of this together. And I share actions and feedback in real time with anyone in my company - using Noded. Our CEO has a chief of staff that does a lot of this for her. Noded is my chief of staff.
“I’ve been using the Noded product for months and it has changed my approach to every day. My preparedness for every discussion and ability to be proactive about my day and solve challenges and create upside for the customer is radically improved.”
