Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS
The Customer Success Channel
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Customer Success as a Value Realization
Customer success is not just about lagging indicators, retention rate or customer health. It's also about what the customer sees value in and how they can accelerate their journey to get there. We are kind of moving towards that offence. And so i think we set up c s to have a larger role in growth conversations,. Have I helped them accelerate that velocity to get to their customers? That becomes another indicator for me. When done all of that right, when done all ofthat right, their lifetime value increases.
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