I would say risks. What are the risks throughout the customer journey. And then bringing different people and product engineering if it's, you know, something that engineering needs to get involved in or maybe how sales is selling the product versus the actual experience. Those are the things I encourage people to look at throughout the journey. You have executive business reviews all wrong. You should not be having them on a quarterly cadence, but rather when moments that matter.
Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution.
You can find more about Emilia D'Anzica here
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