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