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19min chapter
Scaling CS: Tessa Thorburn with Loom
Gain Grow Retain
Leveraging Loom for Personalized Customer Success
This chapter explores how Loom is used at Higher Logic to provide a personalized touch to customers, including sending pre-meeting videos and asynchronous quarterly business reviews. It also discusses the concept of scaled customer success and the importance of driving impact efficiently while still prioritizing one-on-one interactions.
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