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17min chapter
Scaling CS: Mike Sasaki with Emburse
Gain Grow Retain
Optimizing Customer Onboarding and Support Team Efficiency
The chapter explores the significance of efficient customer onboarding and support teams in identifying key issues, designing effective solutions, and ensuring a seamless customer journey from the beginning. It emphasizes the importance of setting customers on a high trajectory during onboarding for better scalability and highlights the challenges of scaling and managing implementation tasks, suggesting hybrid approaches combining automation and human touch for success.
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