14 - Antonino Avarello: Der Lange weg zum Profit Center

from How I met my customer (HIMMC) · host Maximilian Hoppe

🎙️ Shownotes zur HIMMC-Folge mit Antonino Avarello (Visible GmbH)Host: Maximilian HoppeGast: Antonino „Toni“ Avarello, Head of Customer Success @ VisibleIn dieser Folge sprechen Maximilian und Toni über den Weg, Customer Success in einem stark Sales-getriebenen Unternehmen erfolgreich zu etablieren und zu positionieren. Toni gibt einen tiefen Einblick in den Aufbau seines Teams bei Visible, den Wandel von Care zu Success, und die strukturellen, kulturellen und persönlichen Herausforderungen, die damit verbunden waren.Es geht um Churn-Analysen, Retention-Treiber, Teamführung über Ländergrenzen hinweg, und warum Vertrauen & Kommunikation die wichtigsten Skills im CS-Leadership sind.00:00 – Intro & Vorstellung: Was macht Visible, was macht Customer Success dort?02:00 – Onboarding-Prozesse: Wie Visible seine Kunden auf WLW & Europages begleitet06:00 – Tonis Rolle: Vom Care-Leiter zum CS-Manager über zwei Standorte09:30 – Warum CS kein Cost Center ist – und wie Toni das bewiesen hat11:00 – Die erste Analyse: Wie Kündigungsgründe sichtbar gemacht wurden14:50 – Hands-on statt Reports: Wie Customer Feedback und manuelles Tracking den Durchbruch brachten18:30 – Vom One-Touchpoint zur Jahresverantwortung – CS strukturell weiterentwickeln20:00 – Kulturunterschiede & Teamaufbau in Frankreich vs. Deutschland23:00 – Vertrauen aufbauen trotz Ablehnung – schwieriger Start in Paris26:00 – Remote Leadership & Teambuilding: Meetups, Austausch & Rituale28:30 – Teamstruktur & Abgrenzung zu Support: Wer macht was im CX?31:00 – Leadership ohne Portfolio: Warum Toni trotzdem regelmäßig im Kundenkontakt bleibt34:00 – Familie & Führung: Wie Toni Kalender, Kinder und Kunden unter einen Hut bringt37:00 – Unterstützung durch die Vorgesetzten & Zusammenarbeit im CX-Team39:00 – Learnings: Was Toni heute anders machen würdeEin riesiges Dankeschön an Antonino Avarello für den offenen und ehrlichen Austausch.Wer mehr über Toni und Visible erfahren möchte:🔗 Antonino auf LinkedIn🔗 Visible – Wer liefert was / Europages⏱️ Timestamps & Themen:🙏 Vielen Dank, Toni!

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