EPISODE · Nov 12, 2021 · 28 MIN
14. Scale Your Customer Success Organization for the Future
from TECHtonic: Trends in Technology and Services
During the discussion Thomas and Neeracha discuss the following topics: How early should customer success managers get involved in that sales cycle?How do you incent sales people to subscribe to a methodology that your organization needs to be successful?What are the biggest changes in customer success over the past decade?How important is vertical expertise in customer success today?What are some of the key levers that can help scale customer success?What metrics do and should matter the most to your organization? What does the future of customer success look like?What can front-line managers do to recruit more diverse talent into the technology industry?
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What this episode covers
In this episode, you'll get to listen to a recording of the fireside chat that took place at TSIA's Technology and Services World conference in Las Vegas in October of this year. Thomas Lah has a candid conversation with Neeracha Taychakhoonavudh, EVP of Customer Success at Salesforce, about how customer success has changed over time and how Salesforce built a proactive, smart, and unified digital experience for every single customer.
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14. Scale Your Customer Success Organization for the Future
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