Driving Customer Success Operations with Technology and Cross-Functional Collaboration

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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.

Carlos Quezada is a purpose-driven leader who is launching customer success within Aruba Networks (and HP Enterprise company). He's prioritized CS Operations as he's built his practice, and he's nailed the change management aspects of the role - often the hardest part of the job! Anyone looking to drive transformational change within their organization can learn from what Carlos is doing.

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Big shout out to Carlos and Aruba Networks https://www.arubanetworks.com/
Carlos Quezada: https://www.linkedin.com/in/cquezada/

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This can be found on our website: https://customerimperative.com/carlos-quezada/

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/