In this episode of Customer Success Talks, Nick Morris, Director of Customer Success at Gainsight, explores the power of digital and scalable (SMB and tech touch customers) strategies in Customer Success. Nick shares his unique journey from the beer industry to becoming a leader in the SaaS world, offering valuable insights drawn from seven years of experience in various CS roles.
The discussion delves into the evolution of Customer Success, highlighting how organizations can combine digital automation with personalized approaches to drive efficiency and enhance customer engagement.
Nick explains the critical differences between digital and scaled CS models, emphasizing the importance of aligning these strategies with customer needs and business goals.
Key Takeaways:
- Transitioning Careers: Learn how Nick leveraged his past experiences to successfully transition into Customer Success, highlighting the importance of passion and preparation.
- Digital vs. Scaled CS: Understand the distinctions and synergies between fully automated digital CS and scaled CS models for SMB and enterprise customers.
- Efficiency through Automation: Discover practical steps to implement automation, streamline processes, and improve CSM productivity without sacrificing human connection.
Whether you're new to Customer Success or looking to enhance your current practices, this episode offers actionable advice and real-world examples to help you drive customer value at scale.
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Connect with Us:
Nick Morris-https://www.linkedin.com/in/nicholascmorris/
Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/
Listen to the episode on Spotify - https://open.spotify.com/show/1Di7rGGs25vRMBrSUUEnxn?si=c63b6826030b45e8
We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.
Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmE?si=zshhJqR9RDevDal5GluZ0Q
Youtube -https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA
Customer Success Talks