The Customer Success Playbook Customer Success Playbook Posgame 3 - Jeff Heclker - Service Delivery in Customer Success
Description:
In this insightful postgame episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger reflect on their enlightening conversation with Jeff Heckler, the Director of Customer Success at Market Source. Diving into the pivotal realm of service delivery, they unravel its crucial role in fostering a seamless transition from the promises of product/service to real-world customer experiences. Key discussion points encompass the integral facets of relationship management, onboarding, and the potential for upselling through effective service delivery.
Takeaways:
- Service Delivery as a Backbone: Uncover how service delivery forms the backbone of customer success, acting as a vital conduit between what's promised and what's delivered.
- Elevating Customer Experience: Explore the dynamics of how a robust service delivery framework can significantly elevate the overall customer experience.
- Relationship Management and Upselling: Delve into the nuanced interplay of relationship management and upselling, enhanced through streamlined service delivery.
- The Underestimated Value: Reflect on the often underestimated value of service delivery in the broader spectrum of customer success and why it deserves more spotlight in the discourse.
Join Roman and Kevin as they dissect these critical elements, shedding light on the tangible impacts of service delivery in achieving and exceeding customer success goals.
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.