- [01:13] - What is customer success and what is it not?
- [06:32] - How do you align an organization to make customer success everyone’s business?
- [19:20] - When is the right time to introduce usage telemetry and analytics in an organization?
- [20:58] - How do you hire the customer success leader?
- [25:13] - What should your customer success organization should be based upon? [26:55] - How do you set up Customer success metrics or incentive system?
- [31:33] - How do you structure CS teams to align with the farming/account expansion vs purely engagement and customer satisfaction?
- [37:15] - What are the common mistakes companies make when it comes to customer success?
Links:
Rav Dhaliwal
Rav’s blog on Medium
Resources recommended
The InSide Scoop - Podcast on tools and technology
Creating Customer Success - Podcast by Daniel Cattini and Alex Truman
Customer Success - Book by Dan Steinman, Nick Mehta and Lincoln Murphy