E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian

CHURN FM

Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.

In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.

We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.
Mentioned Resources

• LoyaltyPlant
• Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Chapters

1. E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian (00:00:00)

2. Introduction to Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS (00:02:03)

3. Evgenia’s Motivation for Writing “Customer Success Playbook” (00:04:01)

4. LoyaltyPlant’s Growth and Strategic Product Pivots (00:05:29)

5. Efficient Scaling with Process Automation (00:09:36)

6. Enhancing Team Collaboration and Customer Handoff (00:12:09)

7. Success Plans and Personalization for Long-Term Retention (00:19:05)

8. Simplifying Customer Health Scoring (00:25:37)

9. Embracing Curiosity and Critical Thinking in Customer Success (00:34:48)