Future of Customer Success: CEO Perspective on Metrics and Investments

CSM Practice - The Customer Success Podcast

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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!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- 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.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
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.
🔗 You may connect with You Mon via LinkedIn.
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: The Importance of Investing in Customer Success
🎥 Watch: The Importance of Investing in Customer Success
⏬ Download: Customer Metrics When Usage Data Doesn’t Exist
#CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics

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Chapters

1. Intro (00:00:00)

2. Founding ChurnZero (00:02:40)

3. The World of CS in 2015 (00:04:53)

4. ChurnZero’s Initial Offerings (00:06:47)

5. Changes in CS Since 2015 (00:08:55)

6. When to Implement CS Tools (00:10:38)

7. Importance of CS Investments (00:14:21)

8. CEO Expectations from CS Metrics (00:18:18)

9. Cost to Serve Importance (00:26:37)

10. Support Cost Allocation (00:27:59)

11. Changes in Benchmarks (00:30:05)