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Gain Grow Retain
Prioritizing customer success operations (Carlos Quezada, Aruba Networks)
Aug 10, 2019
38:26
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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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Quick takeaways
- Prioritizing CS Operations is crucial for organizational transformation and success.
- Utilizing Agile methodology and diverse CSM skill sets enhances customer engagement and growth.
Deep dives
Carlos Cazada's Innovative Customer Success Approach in Aruba Networks
Carlos Cazada, the Head of Customer Success at Aruba Networks, discusses the evolution of deploying customer success at Aruba Networks, emphasizing the need for strategic alignment within the organization during its transformation into the SaaS and subscription world. Cazada highlights the importance of focusing on the post-sales process, including tracking customer renewal rates in subscription models, which led to the initiation of the customer success conversation.
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Listen to the best highlights from the podcasts you love and dive into the full episode