Gain Grow Retain Scaling CS: Tessa Thorburn with Loom
Oct 16, 2023
Tessa Thorburn, Head of Customer Success at Loom, shares insights on scaling CS. Topics include role specialization, use case webinars, listening to customers at scale, re-onboarding, technology, and communication through change.
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7
Introduction
00:00 • 2min
Leveraging Loom for Personalized Customer Success
01:38 • 19min
The Viral Element of Loom and the Impact of Customer Use Cases
20:22 • 3min
Scaling Strategies: License Allocation, Change Management, and Workspace Refresh
23:11 • 3min
The Importance of Experimentation and Partnering on Strategic Initiatives
26:28 • 2min
The Importance of Customer Success and Technology Investments
28:14 • 11min
Wrapping Up and Call to Action
38:57 • 2min