Lena Theres Zimmermann

Lena Theres Zimmermann, Head of Customer Experience at DoInstruct, shares her journey of transforming customer service into a strategic success function. She emphasizes the importance of curiosity and team collaboration in driving customer success. Lena discusses aligning internal goals with success metrics and the shift from prioritizing customer happiness to focusing on growth. She offers insights on onboarding challenges, educating traditional customers about CSM roles, and managing expectations, highlighting the powerful impact of a proactive approach.