GGR Podcast - Scaled CS: Mike Sasaki

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 329 Gain Grow Retain Staff
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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 multiple programs.

  • Moving from a focus of growth to growing profitably
  • Not about More with Less - focus on doing things better and more effectively with the same resources
  • Many areas that scale can effectively improve the CX
    • Onboarding
    • Data collection for better metrics (Health Scores)
    • Behaviors that predict retention or churn
    • Operational efficiencies
  • Change Management (both internal and external)

They end the conversation with a great segment on team specialization to support scaled programs.

Listen Here

What are some of the foundational pieces that you are looking at in order to scale well?

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Comments

  • Brian O'Keeffe
    Brian O'Keeffe Member Posts: 209 Expert
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    I can't wait to listen! This is my jam. Love learning how others are doing it.

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