GGR Podcast - Scaled CS; Daphne Lopes - Hubspot

Heather Wendt

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 customer satisfaction across all segments. Daphne defines scaled CS as "meeting each customer at the right time with the right information", which takes some critical foundational work.

Some of these foundations are found in:

1. Strong data models that allow you to identify what differs between customers who are achieving versus those that are not
2. Interventions that drive outcomes and can be more self-service through automations
3. Accurate segmentations that change as the maturity of your team evolves
4. Specialization of your team especially as product numbers increase
5. Strong metrics that show the most impact and give the most value in understanding customers usage
6. Increase your risk identification to directly impact your retention
7. Strong cross-collaboration with other departments

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What other foundational pieces are critical for building the ability to meet your customers with the right info at the right time?