The Lean Approach To SCALING Your CUSTOMER SUCCESS Program
Channel: CSM Practice
Date: 2017-12-07

#Scaling #CustomerSuccess

This discussion panel focuses on how Box and Zuora scale their customer success organization, defining the customer segments for customer success, and what to look for when applying a tech touch engagement model.

Special thanks to Pulse Local for hosting this panel discussion.
00:00  Intro
01:54  Scaling Customer Success
06:07  Customer Success Structure
11:38  Changes Organization Impact
14:07  Customer Marketing
20:23  Aligning Segmentation
22:17  Assessing CSM Strategy
33:25  Implement CS Initiatives Scale
42:49  Incentivize CS Team
47:04  Tips CS Onboarding
49:56  Churn Indicators

💬 Please share your experience and thoughts on this topic in the comments below.

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