The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen

Join RevUP VIP: https://bit.ly/45Bb9yzIn this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch.Connect with Tom Ronen: https://www.linkedin.com/in/tom-ronen-83b6a1118/Chapters:00:00 Introduction to Tom Rennan04:16 Tom's background and transition from Monday.com to Harvey09:09 The evolution of customer success and future ambitions12:18 The human element remains crucial despite AI advancements17:11 The importance of trust and deep discovery in customer success22:13 The old playbook is broken: new strategies needed30:44 Measuring value and adoption in an AI-driven world44:13 Systematic approaches to renewals and forecasting50:29 Quick fire questionsConnect with Anika Zubair:Website: ⁠https://thecustomersuccesspro.com/⁠LinkedIn:  ⁠https://www.linkedin.com/in/anikazubair/⁠RevUP Academy: ⁠https://thecustomersuccesspro.com/revup⁠Grab our FREE resources here: ⁠https://thecustomersuccesspro.com/resources⁠Want to be our next podcast guest? Apply here: ⁠https://www.thecustomersuccesspro.com/podcast-guest⁠Book Anika as a speaker at your next team event: ⁠https://www.thecustomersuccesspro.com/team-event