3min chapter

This is Growth! cover image

Information Clutter is Harming your Customer Success Strategy

This is Growth!

CHAPTER

Intro

This chapter explores the challenges posed by information overload in customer success strategies and underscores the need for effective information curation. It also reflects on the evolution of customer service roles, the shift toward automation, and the establishment of initiatives to enhance customer engagement and satisfaction.

00:00
Speaker 1
I actually think that customer success is in the era of TMI. We have too much information to share with customers, so we need to find really, really good ways to curate that in a way that will resonate and will actually inspire the right actions. We don't want to overwhelm the customer with 100 action items at a given time. There are proven studies that says that once we overwhelm customers or once we overwhelm with too many different Shahar, welcome to
Speaker 2
the This Is Growth podcast. I'm so excited for us to have this conversation. I've been a fan of Ever After for a long time. We've collaborated in different ways. We had webinars. I have a template on your website. So to have you hear the VP of product and strategy in the podcast to have this conversation is honestly a real pleasure. So before I go anywhere, tell me a little bit, tell us the audience who you are and a little bit more about your role. Sure.
Speaker 1
So thank you for having me here. It's a true pleasure being here. So I'm Shachal, I'm VP of Product and Strategy here that are after in the past four years. I actually started and I've been working in the customer success domain for I think almost a decade now. I started as a professional services specialist at a different company where the purpose of my role was to build custom reports for customers that the product couldn't deliver just yet. And then I used to send those reports via email. And I'm a fan of automation and how to make things more effective. So I always looked for ways to make it more automated and more scalable. And eventually, I collaborated with our product team over there, the other company. And we worked on a project where I would build my reports, I would send them somewhere. And then the customer could take the reports directly from the product. So we created like a bridge that I delivered to an S3 bucket if someone is interested, and then the product would take it from there. And that was the first time that I, okay, I really like what they're doing. They're creating something from scratch. And so this was my first experience working with product people. After that, as we grew, we had a new chief customer officer joining. And he really believed in the in in in in the of customer success operations. So I actually transitioned to a new role, and I built the CSOps function back then. And I had the privilege to work on a lot of really, really super interesting initiative, health score, non-responsive account process, CSQL, app set mechanism, and a lot of bunch of different programs. I actually, I always considered myself as the CSM, Office CSMs. I even did like a QBR switch, each CSM working towards helping them achieving their old KPS. So it was a really, really interesting experience that I had.

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