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Mastering Customer Success in Shifting Landscapes: Retention, Revenue, and AI with Parul Bhandari
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Have you grappled with the complexities of customer success programs, especially in a year fraught with industry shifts and layoffs? Join our host Kristen Hayer and our esteemed guest, Parul Bhandari, founder of South Asian Success, as we tackle the evolution of Customer Success and the imperative of retention focus in today's businesses. They discuss the controversial role of CS teams in managing renewals, drawing on our own initial stumbles to highlight the essential preparation and skill-building necessary for triumph in this domain.
Parul and Kristen don't shy away from the contentious debate on revenue stewardship after the first sale, pondering the reconfiguration of compensation structures and how it can challenge CSMs to promote customer value and revenue growth simultaneously. Plus, we dissect the strategic placement of Customer Success within organizational hierarchies and how it reflects on their pivotal role in maintaining revenue streams.
They also share personal accounts of how machine learning and generative AI are revolutionizing the way we analyze data, communicate with customers, and streamline strategic planning. Tune in and arm yourself with the insights to propel your customer success initiatives into the future.
Chapters
1. Mature Customer Success Programs (00:00:00)
2. Revenue Ownership and Necessary Skill Sets (00:04:41)
3. CS Reporting Structure and Key Metrics (00:17:43)
4. AI in CS (00:22:17)
5. AI in Customer Success (00:27:34)
66 episodes
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