Summary
In this episode of Customer Success with Fahim Waaler, Thomas Voigt, a seasoned customer success consultant, shares his insights on the evolution of customer success, the importance of metrics, and the future trends in the industry.
He emphasizes the need for customer success to be viewed as a revenue driver rather than a cost center and discusses the role of AI in enhancing customer success functions.
Thomas also provides valuable advice for aspiring customer success professionals, encouraging them to find their passion and redefine their roles in alignment with company goals.
Chapters:
00:00 Introduction to Customer Success and Thomas Voigt
02:51 Thomas Voigt's Journey in Customer Success
06:02 The Evolution of Customer Success
08:53 Key Metrics and KPIs in Customer Success
12:06 Trends and Future of Customer Success
15:06 The Role of AI in Customer Success
17:57 The Future Landscape of Customer Success
20:51 Advice for Aspiring Customer Success Professionals
Follow Fahim:
Website: CustomerCatalyst
Website: Customer Success Consulting
Follow Thomas:
Website: thecsacademy.net