The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
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Dec 17, 2024 Alison Barrett, Head of Scaled Customer Success at Airtable, has a rich background from Deloitte to leading customer success at top tech firms. She dives into the effectiveness of ambassador programs in fostering in-house advocates and shares how to leverage AI in customer success strategies. Alison highlights the significance of cross-functional collaboration for creating impactful customer education ecosystems and discusses Airtable's achievements in maintaining strong customer relationships and measuring success through data-driven insights.
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Leverage Community for Scale
- Focus on building customer communities as a scalable way to extend CSM efforts and drive tool adoption.
- Train community champions internally to do change management and customer enablement effectively.
Ambassadors Scale Customer Success
- Effective customer champion programs create internal advocates who understand their own processes better than external CSMs.
- Such ambassadors help scale CS by up-leveling their careers and fostering loyalty, creating a powerful multiplier effect.
Community Boosts Customer Retention
- Alison Barrett celebrated a 20% Net Dollar Retention uplift in customers engaged in Airtable's community.
- This validated the impact of community programs as a core pillar of scaled customer success.