The most recent content from our members.
Scaled CS is a hot topic as companies are scrambling to maintain a high level customer experience with resources that are more limited than ever. This week, Nicole Saunders spends some time with @Jeff Breunsbach discussing how Zendesk is utilizing community to make this possible. Getting teams involved in community is all…
Tune in this week as Tessa Thorburn joins Jay to continue the conversation about scaling CS. Definition of CS Driving the most impact and realizing the most outcomes in the most effiecient way possible Primary Considerations How to build support for specialized roles within a team Driving usage through use cases…
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…
This week, @DillonYoung, Leader of CS at Maxell joins @Jeff Breunsbach to talk about leading through change. Here are some highlights: Prep before action when changes to priorities happen - need to understand the leading and lagging indicators well to see what will move the needle, not just throw potential solutions hoping…
This week Jeff Kushmerek, Found and CEO of Infinite Renewals joins Jeff B. to talk about a critical part of the customer journey: Implementation. Unlike many part of the journey, implementation is not an ongoing process. Instead, it is one that occupies a finite period of time that must be managed well to create a solid…
This week, Sandy Yu joins Jeff to talk about the importance of priority setting, especially when there are multiple priorities competing for attention. She helps organize the process of identifying the priority to focus on ('there can be only 1 priority - anything else is a list') Questions to make a decision: What…
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…
This week, Jeff takes a look at how CS teams have iterated over the years and then focuses on the most recent additions: Scaled Program Manager - stitches together digital experiences to come up with campaigns that drive specific outcomes Customer Marketer - writes great content and visuals that support the campaigns…
Two things have become clear about 2023: Relationships will be critical for ARR You are going to be asked to scale these relationships Jeff takes (under) 10 minutes to walk through why relationship scaling has become a necessity as well as sharing some very practical ways that scaling can help, not hinder, the strength of…
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…
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