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.
AI can be leveraged to create efficiencies in content creation and delivery, but teams must be cautious and responsible in its implementation.
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.
Operationalizing the Customer Journey
The podcast delves into the practical aspects of operationalizing customer journeys. It encourages simplicity and modularization, advising teams to focus on bite-sized chunks rather than creating complex and elaborate journeys that may go unused. The episode emphasizes the need for outcome-focused journeys and emphasizes the importance of measuring results, iterating, and incorporating feedback. It also highlights the value of delivering consistent moments and experiences to customers, while leveraging technology and cross-functional collaboration to create efficient and frictionless journeys.
Harnessing the Power of Content and Engagement
The podcast episode discusses the significance of content and engagement strategies in driving customer success. It emphasizes the role of content in fueling customer success programs and explores the idea of using AI to create efficiencies in content creation and delivery. The episode encourages teams to experiment with AI tools and to not be afraid of embracing new technology. It also highlights the importance of listening to customer feedback and actively actioning it to improve customer experiences and achieve measurable results.
The Evolution of Scaled Customer Success
The podcast explores the concept of scaled customer success and its evolution over time. It encourages teams to rethink their approach to scale by focusing on efficiency and consistency in delivering value to customers. The episode emphasizes the need for cross-functional collaboration, collapsing of silos, and creating a frictionless customer experience. It also discusses the potential benefits of leveraging marketing, support, and other teams in generating efficiencies and driving growth. The importance of learning from customer feedback and taking risks to drive innovation is also highlighted.
Navigating the Use of AI in Customer Success
The podcast discusses the role of AI in customer success workflows and provides insights on leveraging AI effectively. It encourages teams to embrace AI tools and play with them, while being cautious and responsible. The episode highlights the potential of AI to create efficiencies in delivering content, generating next actions, and analyzing customer data. It emphasizes the importance of testing, measuring results, and iterating on AI-driven initiatives. The episode concludes by acknowledging that AI is still in its early stages and will continue to evolve in the future.
Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well?
Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling CS doesn't change the focus of CS, it simply looks at ways to make the process of helping customers realize value more efficient, usually with the support of technology.
During the podcast, Chris takes a look at making sure your tech stack is set up well, how to removing the friction your customers face, and using composable customer success to ensure processes are bringing value to the customer.
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