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Future of Customer Success: CEO Perspective on Metrics and Investments
Manage episode 447987719 series 3460873
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Do you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, about the evolving landscape of customer success, key metrics, and strategic investments.
Click here to watch the video on YouTube!
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- You Mon shares the journey of founding ChurnZero and the challenges faced in the early days of customer success.
- Deep dive into the critical metrics that drive customer satisfaction and retention, including NPS and CSAT.
- Real-world examples of successful customer success investments and their significant impact on business growth and customer loyalty.
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You Mon Tsang is the CEO of ChurnZero, a leading platform dedicated to enhancing customer success. With a robust background in starting and growing businesses, he specializes in product management and business development, driving innovation in enterprise and consumer applications.
π You may connect with You Mon via LinkedIn.
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π Read: The Importance of Investing in Customer Success
π₯ Watch: The Importance of Investing in Customer Success
β¬ Download: Customer Metrics When Usage Data Doesnβt Exist
#CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics
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Whenever youβre ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach β Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community β Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy β If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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π Visit our Website - CSM Practice
π Sign up for our Newsletter
Kapitler
1. Intro (00:00:00)
2. Founding ChurnZero (00:01:06)
3. The World of CS in 2015 (00:03:19)
4. ChurnZeroβs Initial Offerings (00:05:13)
5. Changes in CS Since 2015 (00:07:21)
6. When to Implement CS Tools (00:09:04)
7. Importance of CS Investments (00:12:47)
8. CEO Expectations from CS Metrics (00:16:44)
9. Cost to Serve Importance (00:25:12)
10. Support Cost Allocation (00:26:34)
11. Changes in Benchmarks (00:28:40)
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