Scaled CS is a hot topic as companies are scrambling to maintain a high level customer experience with resources that are more limited than ever. This week, Nicole Saunders spends some time with @Jeff…
Tune in this week as Tessa Thorburn joins Jay to continue the conversation about scaling CS. Definition of CS Driving the most impact and realizing the most outcomes in the most effiecient way possibl…
This week, @Mike Sasaki joins @Jay Nathan to continue the conversation about scaled CS. In this episode, Mike shares his experience with great examples and practicial tips that have helped him scale m…
Does your company have a community but your CS team isn't yet utilizing it? @Brian O'Keeffe shares some ways that your community can have a positive outcome even beyond scaling. He shares 10 practical…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to un…
This week Jeff Kushmerek, Found and CEO of Infinite Renewals joins Jeff B. to talk about a critical part of the customer journey: Implementation. Unlike many part of the journey, implementation is not…
This week, Sandy Yu joins Jeff to talk about the importance of priority setting, especially when there are multiple priorities competing for attention. She helps organize the process of identifying th…
The discussion this week between Jay Nathan and Daphne Lopes revolves around the concept of scaling customer success, with a focus on the importance of specialization and intervention to ensure custom…
CS Folks - When it comes to post-sales engagement, we all know how important it is to get it right. Sometimes though, it can go really, really wrong! I’m curious, what is the worst post-sales engageme…
This week, Jeff takes a look at how CS teams have iterated over the years and then focuses on the most recent additions: Scaled Program Manager - stitches together digital experiences to come up with …
