Any CSM Teams on here using 6sense?

Juliecaroline

6Sense is new to us over at LASSO and while it's primarily for our Sales org, we have access to it as a CSM team. Any CSM teams in the community willing to share their best practices or tips and tricks for CS teams?

Loren Posendek

Hey @Juliecaroline! I'm in Marketing Ops but have been a 6sense customer for the past 6 years in a few different companies.

Here are a few tips/best practices that are really great for CSM teams. Some of this depends on whether you're accessing the 6sense platform itself or within your CRM.

1. Getting ahead of churn -- finding your customers that are searching for branded keywords (competitors or other) is a big one here. Your 6sense admin can help create segments and push those into your CRM so you can build a report and/or automation for alerts if an account is in that segment.
2. Upsell/add-ons -- if you have an upsell motion, you can also identify if your customers are either visiting web pages relevant to those products and/or researching keywords that would indicate upsell. Similar to above, your 6sense admin can help create segments and push those into your CRM so you can build a report and/or automation for alerts if an account is in that segment.
3. Web activity -- this is a general one, but good to have a sense of which customers are on your website. It overlaps a bit with 'upsell/add ons' but shows level of engagement that could be layered with other internal filters to gauge health.

Hope this is helpful! 6sense is full of insights, so you may also find ones that are unique to your org that are really helpful for your CSM team.

Stefano Iacono

@Juliecaroline - adding on to Loren's incredible answer. I'd highlight that you can also use the account's 6sense page to investigate what's going on at key accounts on a more 1-2-1 basis. e.g.

• What are they researching - 3rd party intent
• Which webpages are they visiting?
• What marketing campaigns are they engaging with?

And my favourite - the Persona Map, which shows you:

• Who you have/don't have in your CRM,
• Who you are/are not engaged with (Reach Score),
• Who you might want to prioritise building relationships with.

An example below:

Juliecaroline

Thank you for the tips, @Loren Posendek and @Stefano Iacono!