The Customer Success Channel · 2021-03-10 · 40 min
In this episode, our host Anika Zubair chats with the inspiring Kristi Faltorusso , VP of Customer Success at IntelliShift, on switching from a reactive to proactive CS. When establishing their CS team, many organizations start with a reactive business strategy, responding to unanticipated issues only after it occurs. Shifting the mindset to a proactive strategy can enable the team to anticipate those issues, therefore eliminating the problems before they appear. So, how do you make that shift from firefighting churn to a lean and mean proactive CS machine? Podcast enquiries: sofia@planhat.com
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Chris Regester, CCO at Planhat - Delivering customer outcomes with a value framework