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Chris Dishman, SVP of Customer Success at Totango, discusses scaled CS and efficiency. Topics include setting up a tech stack, removing customer friction, and ensuring value through composable customer success. They also cover scaling teams, delivering value, taking risks, embracing customer feedback, and AI in content creation and customer success workflows.
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Quick takeaways
- Scaling customer success focuses on making the process of helping customers realize value more efficient.
- Operationalizing customer journeys requires simplicity, modularization, and outcome-focused measurement and iteration.
Deep dives
The Value of Scaling Customer Success
The podcast episode explores the importance of scaling customer success and touches on key moments and challenges in a customer success journey. It emphasizes the need for efficient and consistent delivery of value to customers through composable customer success. The episode encourages teams to start with simple and modular workflows, measure success, and iterate based on feedback. It also discusses the potential benefits of incorporating AI into customer success workflows and highlights the importance of being cautious and responsible with its implementation.
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AI-powered
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode