SPOTLIGHT: Shifting ICPs Without Breaking CS with Demetra Anagnostopoulos of SurePeople

In this Topline Spotlight episode, Demetra Anagnostopoulos, CCO at SurePeople, shares insights on navigating a critical shift in SurePeople’s Ideal Customer Profile (ICP) from serving large enterprises to targeting startups. Demetra dives into the challenges of aligning customer success processes, redefining customer journeys, and ensuring her team has the skills to manage diverse expectations. Demetra emphasizes the importance of avoiding organizational silos, fostering cross-team collaboration, and leveraging data-driven approaches.

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Key chapters:

(00:00) - Introduction

(04:59) - Navigating Innovation and Market Changes

(10:55) - Customer Success and New ICP Challenges

(15:35) - Leveraging Data for Team Dynamics

(18:39) - Inspirational Resources and Closing Thoughts