Unchurned - The No. 1 podcast for Customer Success
Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)
Dec 11, 2024
Tatiana Ferreira sheds light on the complexities of mergers and acquisitions and their impact on customer communication. The discussion reveals the shift towards proactive outreach and the challenges of multi-CSM interactions. AI's emerging role in predicting customer risks is a hot topic, along with the balance between specialized and general customer support. The importance of clear communication and aligning motivations during organizational changes is emphasized, ensuring teams can navigate transitions smoothly and enhance customer success.
37:34
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Quick takeaways
- Effective communication and clear pathways to support are essential to improve client experience during complex organizational changes.
- Leveraging automation and data analysis tools is crucial for proactive customer engagement and refining strategies in rapidly evolving markets.
Deep dives
Client Confusion and Experience
Client confusion can significantly impact the overall customer experience in service-oriented businesses. It's important to provide clients with clear pathways to the right point of contact rather than requiring them to navigate a complex system. For instance, simply CCing multiple team members in communication can alleviate pressure on clients, ensuring they receive timely responses without the hassle of figuring out whom to reach out to. This approach emphasizes prioritizing the customer's experience over internal processes and efficiency.
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