#customersuccess #productivity #automation #communication #csmpractice

Many Customer Success teams have to juggle multiple of balls simultaneously, including strategy, renewals, tech support, product training, and upsells …all while managing more accounts than ever before.

With expectations rising, we’re past the point where “just work harder” is a viable strategy.

To thrive versus survive, customer success organizations need to invest in a strategic tech stack that enables their employees to focus on the most critical customer conversations without compromising the mundane, repetitive, but highly necessary interactions that build trust and momentum.

In this podcast episode, Conversica’s Chief Customer Officer, Ella Dillon, shares how she was able to increase productivity in her Customer Success organization using breakthrough Conversations Automation technology as part of her CS tech stack.

Here are some of the topics discussed in this podcast episode:

✔️ Closing the gap between her team’s capacity for customer conversations and what her customers required for retention and growth;

✔️ Focusing CSMs time and energy on strategic customer conversations while using Conversations Automation technology to handle the rest.


00:00 Intro
00:30 Leverage tools
02:39 Data Cleaning
05:29 Configuration
07:13 Digital Assistant Applications
08:43 Digital Assistant Impact
09:27 Increase in Upsells
09:48 CSM Feedback
10:15 Challenges


ABOUT OUR FEATURED GUEST

Ella Dillon is a Chief Customer Officer at Conversica. A customer success & operations executive with expertise in designing and scaling highly effective and engaged global teams that deliver excellent customer experiences, maximize retention, and drive growth.

🔗 You may connect with Ella via her LinkedIn profile:
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🔗 Our thanks go out to Rocketlane for making this video possible:
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ADDITIONAL RESOURCES

🎥 Video: Customer Success – DATA, METRICS, and KPIs
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🎥 Video: Defining the Customer’s Desired Outcome Using CUSTOMER DATA
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🎥 Video: Why Active Listening is important
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🎥 Video: How should you build a customer COMMUNITY
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🎥 Video: Voice of the Customer
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🎥 Video: How to Run a VOICE of CUSTOMER (VoC) Program
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📑 Blog: Building a Proactive Data-Driven Customer Success Engagement
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⏬ Download: Technology Stack for Customer Success
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⏬ Download: How to Turn Customer Data into Outcomes
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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:

1. Grab a free copy of our Customer Success templates and infographics
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2. Subscribe to our CSM Practice newsletter
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3. Work with our team privately
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LEARN MORE ABOUT CUSTOMER SUCCESS
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📌 Subscribe to CSM Practice YouTube channel:
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📌 Download CS Templates and Infographics
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📌 READ our Customer Success BLOGS:
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