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22min chapter
Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
Gain Grow Retain
Driving Customer Success Operations with Technology and Cross-Functional Collaboration
The chapter emphasizes the significance of leveraging technology, involving key stakeholders, and implementing agile methodology to drive successful customer success operations. It discusses strategies such as granular segmentation, engaging senior leadership through a customer success charter, and gaining support from various executives within the organization. The importance of tracking customer success metrics, focusing on net new customers, and collaborating with the product team is also highlighted for enhancing the customer experience.
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