28 - Why Customer Success is so Misunderstood with Megan Bowen (VP of CS, Platterz)

1

Introduction

00:00 • 3min

2

Are You a Leader in Customer Success?

03:13 • 5min

3

The CSM Leader's Seat at the Executive Table

08:36 • 3min

4

Is There a Leader?

11:49 • 4min

5

Is It the Right Thing to Do?

15:59 • 4min

6

How to Build a Marketing Strategy From the Ground Up

19:51 • 3min

7

What's the Value of Voice of the Customer?

23:06 • 2min

8

What's the Customer Journey?

25:04 • 4min

9

What Is the Right Customer Satisfaction Score?

29:16 • 4min

10

Are You Rating the Experience With the Technology?

33:17 • 5min

11

How to Build a Customer Relationship?

37:56 • 2min

12

Is Common Sense Underrated in Business?

39:54 • 2min

13

The Next Wave Is Multi Touch Attribution

41:34 • 3min

14

How to Retain Your Customers Forever

45:02 • 3min

15

Gainsight Pulse Conference

47:38 • 6min

16

The Chief Customer Officer - Should They Own?

53:13 • 4min

17

Is Your Sales Organization Overstaffed?

57:02 • 5min

18

I Love Change Management

01:02:21 • 5min

19

I'm Fascinated by This, I've Always Been in Start Ups

01:07:08 • 2min