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The power of being proactive with Brent Cogswell, Head of Customer Success at Schneider Electric
Manage episode 358164922 series 3458155
This episode of CS No BS features an interview with Brent Cogswell, Head of Customer Success at Schneider Electric. Schneider Electric's purpose is to empower all to make the most of energy and resources, bridging progress and sustainability for all. Brent has 27 years of progressive advancement through Schneider Electric, beginning his development through a sales focus. He has held significant leadership positions in regional support, direct accounts, global processes, and the Customer Care Center.
In this episode, Brent talks about the difference between customer success and customer support and shares how to harness data for a more proactive approach to avoid problems and enhance outcomes. Brent also discusses the benefits of “failing fast” and making the most of it.
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Guest Quote:
“Customer success is focused on recurring revenue, and it's the life cycle management of the recurring revenue with a very large focus on the customer's desired outcomes. It's very customer oriented on its desired outcomes. Whereas customer care is a reaction. It's when the customer calls or chats or emails us, it's not us proactively going to them. So it's reactive. It's more about solving problems after they happened. Whereas on the flip side with customer success, it's being proactive and using data to avoid problems.” - Brent Cogswell
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Timestamp Topics:
*(02:22) - Brent discusses his role at Schneider Electric
*(12:21) - Brent explains the difference between Customer Success and Customer Support
*(18:07- From spreadsheets to Totango
*(21:52) - Keys to success
*(31:56) - It’s a journey, not an event
*(38:38) - The biggest BS in CS
*(43:52) - Brent’s advice
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Sponsor:
This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.
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