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In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.

Chapters

00:00 Introduction
02:39 Common Mistakes in Building CS from Scratch
05:53 Strategic Focus for Customer Success
08:38 Building a High-Performing CS Team
11:46 Measuring Success in Customer Success
14:38 Creating a Customer Journey Map
17:25 Developing a Minimal Viable CS Strategy
20:33 Next Steps

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

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