How to Maximize ROI with Outcome-Based Scoring

Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter on the Unchurned Podcast⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work.

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Jump to the good stuff! 
0:00 - Preview, BS & Intros
7:09 - Reef's origin story
13:50 - Importance of outcome-based scoring
20:35 - Smart targeting & smart recommendations
26:26 - CSMs need to do high-value work
30:30 - ReefAI versus Gainsight
34:47 - Data privacy & security
37:07 - Convergence of structured and unstructured data

Unchurned - The No. 1 podcast for Customer Success. The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. Hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team. Unchurned is presented by UpdateAI - https://update.ai/