Gain Grow Retain
Scaling CS with Dan Ennis from Monday.com
Dec 4, 2023
Dan Ennis, Manager of Scaled Customer Success at Monday.com, shares successful methods for scaling customer success. Topics include shifting from 1:1 to 1:many, using data to identify priorities, developing asynchronous content, and the importance of focusing on effectiveness in customer engagement.
46:20
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Quick takeaways
- Scaling success means increasing impact without additional resources by focusing on individual customers or increasing the number of customers worked with.
- Implementing programs like office hours, email campaigns, and data analysis can drive scaling success and identify areas for intervention.
Deep dives
Scaling Success and Increasing Customer Impact
Scaling success means increasing the impact on customers without a corresponding increase in human resources. This can be achieved by increasing the volume of impact with individual customers, such as a larger customer having a greater impact without additional resources. It can also involve increasing the number of customers worked with, focusing on growth and retention. Monday.com, a horizontal solution, aims to grow its customers through added licenses and users, helping them transition from a scale segment to a more traditional customer success approach.
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