EP 28 | Omid Razavi (ServiceNow) - Preventing churn by building out a product success team

Today on Churn.fm we have Omid Razavi, Global Head of Product Success at ServiceNow.

In this episode, we discussed the main difference between "customer success" and "product success", the 3 key aspects of the product success role, and how ServiceNow’s product success team handles and analyzes feedback to provide actionable insights for their product team.

We also discussed the importance of understanding your customer's level of maturity, how to prevent churn when your champions goals are shifting, and why you need to expand the number of "champions" you have inside your customer's companies.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.