Unchurned - The No. 1 podcast for Customer Success
How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica)
Jan 29, 2025
In this discussion, Amy Oilman, SVP of Customer Success at Conversica, draws from her extensive background at Google and Salesforce. She emphasizes the importance of a clear team vision and core values in building effective customer success teams. Amy shares innovative strategies for battling customer churn and fostering lasting relationships. Additionally, she dives into the significance of hiring with intention, promoting empathy, and preparing effectively for customer interactions to drive satisfaction and success.
27:51
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Quick takeaways
- Empathy towards customers is vital for CS teams, enhancing relationships and driving loyalty, engagement, and renewal rates.
- Establishing a clear vision and core values is essential for building an effective CS team that aligns with organizational goals.
Deep dives
The Core of Customer Success Teams
The foundation of any successful customer success (CS) team lies in the realization that the primary focus should be on understanding customer needs. It's essential for CS teams to foster a sense of empathy towards their customers, ensuring that they feel valued and cared for, regardless of whether their statements or decisions align with expectations. This customer empathy is crucial, as it strengthens relationships and promotes loyalty, thus making it easier for teams to drive customer engagement and renewal rates. By prioritizing customer emotions and working collaboratively, CS teams can create a supportive environment that benefits both customers and the organization.
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