Data for CS through an internal lens

The easiest way I have found to think about CS using data to its advantage internally is by imagining it as the access point for those organizations to the customer. What I mean is, in addition to its obvious responsibility for delivering services that help customers, CS can help customers in another way. They can direct insights learned from observing the customer’s use of the product and their perceived experience of working with the company and turn inwards to share their insights with their peer organizations. They would do this so that those organizations would have much more critical up-close and personal information about the customer that is otherwise extremely difficult for them to acquire. Those shared insights could then be used by those organizations to improve their deliverables – deliverables that eventually combine and flow toward improving the company’s overall ability to market, sell, and support customers....