Gain Grow Retain Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
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Aug 10, 2019 Carlos Quezada, a purpose-driven leader at Aruba Networks, discusses prioritizing CS Operations, change management, technology integration, and team growth in customer success. He highlights the challenges of transitioning to a subscription model and the importance of cross-functional collaboration and leveraging metrics for success.
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Aruba's CS Ops-First Journey
- Carlos shares how Aruba initially treated subscription products like traditional support contracts, which didn't track renewals effectively.
- They prioritized customer success operations first, using technology to manage and segment 1,100 customers digitally before hiring CSMs.
Secure Executive Buy-In Early
- Involve senior leaders early and make them part of your customer success charter to build alignment.
- Educate leadership on customer success and gain their contributions to increase buy-in and support.
Agile Empowers CS Rollout
- Using Agile methodology helped the CS team avoid paralysis and organize their rollout effectively.
- Applying sprints and backlog management allowed iterative delivery and rapid customer feedback integration.