Hélène Hagnéré is the Director of Customer Success at Planday, and is not only passionate about caring for her team and customers, but also having a process in place to ensure customer feedback gets fed into the company and back to the customer in the best way possible. She spoke with me about the importance of having a process for closing the loop of customer feedback (whether it be from support channels, NPS, a conversation, etc.), and provides some advice and the ways she has gone about implementing it at Planday.
The Customer Success Channel