#updateai #customersuccess #saas #business
Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more.
Timestamps
0:00 - Preview, BS & Intros
4:57 - Practically implementing concepts and frameworks
8:50 - Put the customer first
10:00 - We need emotional intelligence in CS
13:03 - Tracking actions vs real outcomes
16:18 - Tracking metrics that matter
19:27 - Trust, Journey Map, & Clean Data
31:40 - The correlation of CS, Product & Marketing
34:10 - Central CSM
35:35 - Consolidation and management of SaaS applications
39:10 - Validating project success
46:00 - Closing
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Jon Johnson: [ Ссылка ]
Kristi Faltorusso: [ Ссылка ]
Josh Schachter: [ Ссылка ]
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Keywords:
How to keep your customers happy
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Customer Success Manager role
hiring tips for customer success
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Customer Success
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Unchurned is presented by UpdateAI
About UpdateAI
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.
