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Unchurned - The No. 1 podcast for Customer Success
Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel)
Nov 13, 2024
Paul Staelin, Chief Customer Officer at Vercel and a seasoned leader in SaaS, joins Josh Schachter to discuss innovative strategies for customer success. They delve into the game-changing role of AI in streamlining customer support and enhancing response times. Paul emphasizes shifting from Quarterly Business Reviews to Executive Business Reviews, fostering stronger relationships with executive stakeholders. With insights on net dollar retention and proactive support, this conversation reveals how to elevate customer satisfaction and drive growth in today’s fast-paced market.
21:32
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Quick takeaways
- Vercel's strategic integration of AI in customer support helps forecast needs and enhance operational efficiency for better retention.
- Shifting from quarterly to executive business reviews fosters collaboration and mutual recognition of successes between vendors and customers.
Deep dives
The Role of Vercel in Front-End Development
Vercel is a leading front-end cloud provider that specializes in offering a development platform for front-end engineers. This platform enables users to create diverse web experiences such as e-commerce sites and logged-in applications with increased dynamism and personalization. Over the years, Vercel has experienced substantial organic growth due to its open-source framework, Next.js, which simplifies the development and deployment of dynamic interfaces. The company has transitioned from catering predominantly to hobbyists to attracting larger enterprises, showcasing its evolution within the SaaS industry.
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Discover
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