EP 116 | Teresa Anania - How Zendesk is adapting best practices in product to customer success, and how it impacts churn and retention.

Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together in upsells and renewals, and how Zendesk makes sure to mitigate customer frustrations when being juggled between teams. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.