Scaling CS: Mike Sasaki with Emburse
Gain Grow Retain
Evolving Customer Success Strategy Through Executive Engagement and Change Management
This chapter delves into the shift towards using leading indicators to measure success in customer success teams, emphasizing the importance of engaging with customer executives and decision makers. It discusses strategies such as spiffs and goal-setting to enhance customer retention through building strong connections. The chapter also explores the significance of change management, scaling enablement for champions, and the benefits of specialized roles like data analysts within customer success teams.
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