EP 205 - Abbas Haider Ali (Github) Building a Scalable Customer Success Program
CHURN FM
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The Challenges of Customer Success
Customer success in general, I found across all scales, has tended not to be as data driven as other parts of organizations. There's a lot of demand on building more data driven and measurable, attributable results from CS. So you wind up having to build a multi-touch attribution model for the CS activities to the underlying customer outcomes. And it's powerful because it tells you what are even the points of diminishing returns if they don't get done.
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