Don Otvos

A direct line of communication between a sales ops leader and someone analyzing user behavior is hugely valuable. Together we can go through the data and figure out what we need to change in our process. Who should sales development reps be calling? Who should the customer success team be worried about for renewals? Your analytics person could say, “Hey, here are your top users, and here are the ones that haven’t been using the tool very much.” That’s a red flag. You can follow up with those customers to make sure they’re happy or offer them something else to keep them hooked. That’s the kind of data that should be flowing through your company in an accessible, transparent way.

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