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Episode 23: Onboarding, CS Ops and making it happen with Dana Soza
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This week we are joined by Dana Soza, of customer everything.com. Dana is an OG in Customer Success, and was named a 2021 Top 100 Customer Success Strategist. We talked about doing CS before CS was even a thing. Some topics we went over were:
- Creating tech and templates out of thin air
- Streamlining the Onboarding Process with CRM Automation
- Increasing Adoption by 900% (!!!)
- Creating a process from scratch from presales through renewal
- Using data to retain and upsell customers, even if they were in danger of not renewing
We also talked about Dana’s passion for helping new CSM’s find jobs, and then coaching them through all aspects of their careers.
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