Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
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Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
When does the role of Chief Customer Officer makes sense in a company's journey?
As CCO, following teams fall under Bernie — Customer Success, Renewals, Alliances (Independent Software Vendors or ISVs like Workday etc, System Integrators or SIs like Accenture, Business Development).
Why customer success and renewals are separate for them?
Important Metrics — Churn, Customer Sentiment, Support Coverage, Training/Revenue of System Integrators.
NPS Surveys — Divide their customers in batches of 1/6th and run the survey every 2 months that covers all customers in an year. That way you get best of both worlds -- frequent customer pulse without sending too many surveys to everyone.
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
