Using Python for Upstream Customer Success

A global customer support team trains and supports almost 3,000 companies that subscribe to upstream technical, editorial and fiscal databases. Proactive support by this team follows the "customer success" business model, which aligns the cadence of proactive engagements with revenue and upsell potential. Predicting the needs of this customer segment is essential to delivering proactive support that grows the business with our customers.

This study of integrated usage and sales data across three products seeks to answer two questions: (1) What does a successful customer look like? From here we seek to identify the need for proactive engagement; and (2) Is the team fully aligned with revenue growth goals? This helps identify which support practices are most successful.