How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. 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.

Timestamps

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

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Youtube: https://youtu.be/JprAz-o-dWk

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👉 Connect with the guest

Brent Grimes: https://www.linkedin.com/in/brentgrimes/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.