The Customer Success Playbook Customer Success Playbook Episode 7 - Sue Nabeth Moore- Organizational Alignment
The podcast discusses how companies can align their entire organization around customer success. The hosts Kevin and Roman interview Sue Nabeth Moore, a thought leader in customer success.
Key points:
- Customer success needs to be part of the company's strategy, not just a tactical support function. It should be infused top-down in all departments.
- Educating the organization on what customer success means is crucial. It focuses on driving outcomes and business gains for customers, which in turn benefits the vendor.
- Alignment around objectives and key results (OKRs) is important to get all teams working towards the same goals.
- Common challenges include siloed teams, product-centric rather than customer-centric thinking, lack of executive buy-in, and friction between departments like sales and customer success.
- Customer intelligence coming into customer success teams should feed into AI to provide insights on customer segmentation, predictive analytics, and ideal customer profiles.
- The end goal should be designing customer success into the operating model and all aspects of the company from the outset, not just parachuting it in later as an operational function. It should evolve from a churn-buster to an earn-booster.
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.