Scaling CS: Tessa Thorburn with Loom
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The Importance of Customer Success and Technology Investments
This chapter focuses on the significance of the customer success role in driving business outcomes and the need for aligning leadership's thinking and technology investments. They discuss tools like Salesforce outreach and POCUS and highlight the challenge of tracking customer data without relying on Salesforce administration. The chapter also explores decomposing big monolithic systems, segmenting customers, and prioritizing communication.
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