In this episode, Cami.AI Chief Revenue Officer, Ilya Kucherenko sits down with the Vice President of Customer Success at CentralReach, Alisha Mrugal. She brings us to the forefront of the modern customer success department. From Health score challenges to the need for swift decision-making, from data synthesis to long-term strategies, Alisha walks us through the state-of-the-state of being a CS executive in today’s fast-paced environment.
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.
Customer intelligence isn’t a buzzword, rather it’s a window to golden insights for your products. But how does a company really leverage this?
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.
At Cami.AI we interact and serve customer success leaders everyday. As such we listen closely to our customers, our partners, and our platform users for their insights and ideas. As we kickoff a new January, let’s take a look at the top five emerging trends/predictions that we believe will impact customer success teams in 2022.
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.
Customer Success Leaders are experiencing a surge of support systems, becoming data rich but insights poor. Integrating all CS data into one clean system is a competitive advantage and accelerates the CS mission. But are you?
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?
It’s a simple formula. If Customer Success = CLV, and CLV = Valuation, then Customer Success is Valuation. But why?