GGR Podcast - Scaled CS with Enterprise

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 308 Gain Grow Retain Staff
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This week, Jeff and Jay were joined by Jon Johnson, Principal Customer Success Manager, Key Accounts at UserTesting to discuss scaling in an enterprise environment.

Building the groundwork for trust and value is critical, especially in a large scale situation. Segmentation to create buckets of focus is a great way to focus and simplify the options, allowing you to work on segments rather than trying to scale all at once.

Throughout the podcast, Jon shares practical examples of how he was able to work across his organization to bring the ability to scale in a way that made sense and wasn't too complex.

The benefit is that once you have worked through the process of scaling, you are now in a better situation to have the rigth conversation at the right time, leading to impacts not seen in a 1:1 situation.

Remember, it isn't about removing the human interactions, but focusing on those that are necessary while still giving everyone an experience that brings value and resources.

Listen to the podcast

What are some concerns about scaling, regardless of the size of your company? Any wins to share on overcoming these concerns?



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