GGR Podcast - Scaled CS is all about efficiency

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 315 Gain Grow Retain Staff
GGR Staff 5 Likes First Anniversary 5 Insightfuls
edited July 2023 in GGR Cafe

This week we had @chrisdishman join the Gain Grow Retain podcast to talk about Scaling CS.

A big question in this area is "How do you drive measurable results in an efficient and automated way?"

Using the Customer Journey to identify customer touchpoints at all stages is crucial in determining areas that scale well. But Chris talks about taking it a step further, chunking these components into separate pieces so you can work within a specific moment to more effectively:

  • create
  • iterate
  • measure success

By focusing on these scaled areas (Composable Customer Success) you can keep it simple while immediately executing on and seeing the value of these moments in a way that isn't possible when looking at the customer journey as a whole.

Listen to Podcast

Where are some quick-win areas of your CS program that could benefit from strategic scaling for efficiency?

Comments

  • willie.zhou
    willie.zhou Member Posts: 1 Newcomer
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    100% agree about scaling CS efficiently. That's why we're building ChatGPT for CS teams! Deflecting low-leverage, level 1 tickets are the first step to freeing resources up to focus on higher leverage support and success tasks!

  • Jeffrey Kushmerek
    Jeffrey Kushmerek Member Posts: 98 Expert
    5 Likes Photogenic First Anniversary 5 Insightfuls
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    Can't wait to hear! We are helping lots of companies move to a digital touch, so the more data the better!

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