Ep#05: Building Relationship Capital for CS Teams at AppsFlyer ft. Ziv Peled (Chief Customer Officer, Appsflyer)

Today we are joined with Ziv Peled, Chief Customer Officer at Appsflyer which is a SaaS mobile marketing analytics and attribution platform. In the episode, Ziv discusses the evolution of their customer success programme scaling from a customer-facing team of 10 to 380 people. Key takeaways: Building a three-pillar customer data infrastructure to gain more visibility into customer relations. Early-stage B2B startups should just focus on their onboarding for the first 1-2 years. Adapting customer engagement models across Enterprise, SMB and small businesses. How Appsflyer built a custom object in Salesforce to measure the relationship capital. How to build better customer forecasting. Better relationship with customers always leads to a better NPS score.  Tune in to the episode to get more insights into a unicorn journey of customer success where there is a whole training university for customer-facing talents, that builds the right mindset of putting customers at the centre of everything.