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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.
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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.
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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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