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Customer Success Playbook Season 2 Episode 42- Vitor Meira - Scaling Customer Success
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Вміст надано Kevin Metzger and Roman Trebon, Kevin Metzger, and Roman Trebon. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Kevin Metzger and Roman Trebon, Kevin Metzger, and Roman Trebon або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage with Vitor Meira, a senior customer success manager at Zendesk, to explore the intricacies of managing large-scale customer success operations. Vitor shares his expertise in managing a portfolio of 200+ B2B customers, discussing strategies for balancing personalized attention with scalable group activities, leveraging data analytics for customer health monitoring, and implementing effective cross-functional collaboration.
Key Business Insights
Portfolio Management Strategies
- Hybrid engagement model combining one-on-one meetings with group activities
- Data-driven prioritization using customer health scores
- Strategic use of automation tools for efficient customer outreach
- Focus on quick relationship building due to limited touchpoint opportunities
Operational Excellence
- Implementation of both personalized and group-based customer success programs
- Utilization of data analytics for identifying customer health patterns
- Integration of tools like Outreach and Gainsite for streamlined communication
- Development of targeted campaigns based on customer segmentation
Cross-functional Collaboration
- Strong emphasis on alignment with sales teams for qualified lead generation
- Strategic partnerships with marketing for success story development
- Integration with technical teams for enhanced customer support
- Regular coordination with product teams for feature adoption insights
Future of Customer Success
- Integration of AI for enhanced productivity and content creation
- Potential for AI-driven customer insights and recommendation systems
- Evolution towards more data-informed customer interactions
- Focus on efficiency through automated processes while maintaining personal touch
Please Like, Comment, Share and Subscribe.
You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.
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