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Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)
Manage episode 430576164 series 3373995
Innhold levert av Josh Schachter - UpdateAI. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Josh Schachter - UpdateAI eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du fĂžlge prosessen skissert her https://no.player.fm/legal.
#updateai #customersuccess #saas #business
Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success.
Timestamps
0:00 - Preview, BS & Intros
8:00 - Simplified market research for quick, inexpensive feedback
11:55 - Improving efficiency & re-onboarding customers
17:45 - Working with customers that "Get It" & those that don't get it
28:05 - CSMs need to do better with what they have
31:54 - The challenge of maintaining a human touch while being efficient
37:42 - Incentivising overstretched CSMs
41:50 - Digital CS is a program, not a segment
45:20 - Reboarding & educating long-time customers
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Youtube: â https://youtu.be/JprAz-o-dWkâ
Apple Podcast: â https://apple.co/3dfWXmDâ
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đ Connect with the guest
Julio Franco: â https://www.linkedin.com/in/juliocfranco/â
đ Connect with hosts
Jon Johnson: â https://www.linkedin.com/in/jonwilliamjohnson/â
Kristi Faltorusso: â https://www.linkedin.com/in/kristiserrano/â
Josh Schachter: â https://www.linkedin.com/in/jschachter/â
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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