Today on the show, we have Vanessa Neurohr, VP of Customer Success at Muck Rack.
In this episode, we discussed Vanessa's unique perspective on how comedy shows can help improve public speaking skills, and why understanding the product intimately is crucial for success. Vanessa delves into her journey with Muck Rack, offering insights on company growth and how clear lines of ownership enhance each stage of the customer journey.
We then dove into Vanessa's approach to building the customer success department into four robust functions: customer success managers, customer support, customer onboarding, and customer education. Vanessa stressed the significance of promoting oneself internally, delegating responsibilities, and showcasing impact to secure support within an organization.
We wrapped up by discussing the importance of establishing early connections within the organization during onboarding and how to bring the voice of the customer to new team members as swiftly as possible. Vanessa shared her experiences of improving help center materials and her discovery that the most engaged customers are those who write into support chat frequently and tend to renew their subscriptions.
As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm.
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
