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Reveal: The Revenue AI Podcast by Gong
Simplifying sales through customer success with Josh Vitello
Jul 10, 2023
Josh Vitello, Chief Success Officer at Tableau and Customer Success & Sales Executive at Salesforce, shares insights on operationalizing customer success, understanding successful and failing customers, and the intersection between sales and customer success roles. They also discuss the impact of democratizing the analyst role and the role of automation in enhancing customer engagement. Explore the maturation of customer success, career advancement opportunities, and the goal of solving problems through technology.
37:34
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Quick takeaways
- Operationalizing customer success focuses on delivering a unified and valuable customer experience across diverse product portfolios, leading to greater success and customer retention.
- Industrializing customer success through technological advancements allows for cost savings and efficiency gains, while also creating opportunities for employees to engage in more sophisticated and strategic work, enhancing their career prospects.
Deep dives
The Importance of a Common Customer Experience
Customers expect a consistent and unified experience regardless of which products or services they have invested in. This means that companies with a diverse product portfolio should strive to create a common model that transcends their various offerings. By doing so, they can make it easier for customers to partner with them and leverage the resources they provide. This approach, often referred to as operationalizing customer success, focuses on delivering a customer experience that maximizes value generation and builds trust, ultimately leading to greater success and customer retention.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode