In this episode of the CS Pivot Your Career podcast, hosts Alex White and David Lokietz speak with John Gussif, Managing Partner for Customer Centric Solutions.
John shares his journey into customer success and emphasizes the importance of a well-defined customer experience strategy. He delves into the bowtie model, which connects acquisition and expansion phases, and the importance of maintaining a robust voice of the customer program. Other topics include the significance of understanding and measuring business values and outcomes and identifying and tracking buyer personas.