In this episode, Cami.AI Chief Revenue Officer, Ilya Kucherenko sits down with Tovuti Customer Success Manager, Lyndsey Guerrero. Lyndsey was one of the first CSMs at Tovuti and joined right when they began their “fast and furious” growth cycle. She has seen firsthand a CS department and a company traveling at hyperspeed, she shares her thoughts on what makes a great CSM, and the ever-changing demands upon the CS mission.
Spoiler Alert! The Future of Customer Success is a whole team sport. Customer Satisfaction + Customer Happiness are the core principles of all product and service organizations. But often, organizations fail to react and adapt in time to ever-changing consumer sentiments and expectations. Unchecked, this leads to customer churn and a shrinking base of customer advocates. But companies that live and breathe customer success CS teams always reverse this trend.
In 44 days, it’s going to be 2022. Sometimes months pass by in a flash whereas sometimes each day is so long that we have no idea what to do. But with each day passing, the world around us is changing, and we are witnessing enormous changes every second. Post pandemic, things all around us have drastically changed, take the Great Resignation. For example. Professionally, Customer Success has also evolved drastically in the Covid-19 era but the evolution of CS has actually been a long journey that began in the late 1990s.
The last time you needed a recommendation for a movie, or a restaurant, or a nice cup of coffee, where did you seek this out? Was it a friend, a colleague, or the internet? It’s human nature to consult recommendations or reviews from actual people or internet users because they help validate your choice. This brings us to the topic… customer advocacy. But what is it, why is it important, and what role does trust play in this? Read more to find out.
In any business, the operations department plays a key role in ensuring that daily tasks get executed promptly, and enables executive team strategies to get implemented properly across all levels. Customer Success Operations, also known as CS Ops, works towards achieving the same thing. Except, the only difference being CS Ops’ entire focus is towards customer success strategy execution. But one might wonder, aren’t there many roles in CS so why is this role so important?
As an individual starting their career in Customer Success, it’s very important to ask yourself why is customer success important and where might this career lead you? And as a young entrepreneur who is starting their business, it is also important to question what is it that most high-growth businesses get wrong in Customer Success? So what’s the answer?
As an individual starting their career in Customer Success, it’s very important to ask yourself why is customer success important and where might this career lead you? And as a young entrepreneur who is starting their business, it is also important to question what is it that most high-growth businesses get wrong in Customer Success? SO what’s the answer?
It takes months of effort, research, and hard work to get your product accepted by just one customer, but it only takes a few seconds to lose them. Hence, here are the top 5 quotes that we believe capture the very essence of customer success.
Work is an integral part of our day-to-day lives. It plays a major role in structuring our personal and social identity and is a means of livelihood. Steady income creates options and equips us with the power to access essentials such as food, electricity, education, etc., and non-essentials such as electronic devices, wifi, furniture, etc. For too many, it feels like a healthy work-life balance is simply unattainable. Checking and responding to emails at all hours, work meetings at dinner time, or being unable to separate from our work laptops on weekends… for so many, this has become routine. One may even say, “Isn’t that expected?”, but although it may feel like employees are required to do this, morally, ethically, and spiritually they aren’t (and they shouldn’t).
In the span of a few months, Covid 19 had changed everything. From the way we meet our friends, travel, shop, eat to the way we work, everything is suddenly different. At work, this change is felt across our customer base and our own internal teams, because we’re humans after all.