customer success
5 statements across 3 episodes · 2 bullish · 1 bearish · 3 people on the record · first statement Jan 29, 2023 by Zoelle Egner · across every show →
Everything said about customer success, oldest first
Jan 29, 2023 positive
Egner: Elevating a profession is far more effective than category creation
“If you can elevate a profession instead of a category, that can make way more sense. So the great example of this is like Gainsight creating customer success. Or like many companies altogether carving out DevOps or like rebranding DevOps to be a thing that was…”
Jan 29, 2023
Egner: Live Zapier problem-solving tests reveal customer success candidate capabilities
“I like to ask anyone who's going to be in a customer facing role who needs to be able to keep their cool and also learn stuff on the fly and respond to customers to solve a, like an unfamiliar problem using Zapier. And they can like use the internet to look th…”
Jan 29, 2023 positive
Egner: Turn Customer Success Insights Directly into Scalable Content
“If you are going to over invest in customer success, which I recommend, make sure that you have also set up a process to take the insights that your customer success people are coming up with and turn them into as much content as you can, because that's where …”
Feb 18, 2024 negative
Lemkin: Customer success is shrinking into process rather than stepping into product
“In the old days, sometimes your VP of customer success could do this, but unfortunately, and I know this is going to trigger some people, I don't see customer success stepping up for this pseudo product role anymore, and I see them shrinking more and more into…”
Dec 29, 2024
Clowes: Great distribution and customer success can sell almost any software
“Almost all ills can be, you know, filled in by really great distribution. Like, if you have a really good ground game, really good marketing, a really good ground game, and kind of jamming your product into the channel, like you're jamming your product in fron…”