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Moving from Customer Service to Customer Success with Lena Theres Zimmermann
Manage episode 498577924 series 3555213
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Chapters
1. Introduction (00:00:00)
2. Transitioning from Customer Service to Customer Success (00:02:52)
3. Understanding the Role of Customer Experience (00:05:52)
4. The Importance of Team Collaboration in Customer Success (00:08:51)
5. Curiosity as a Key Trait in Customer Success (00:12:07)
6. Transforming Reactive Teams into Strategic Partners (00:15:02)
7. Aligning Internal Goals with Customer Success (00:18:11)
8. The Shift from Customer Happiness to Customer Success (00:21:10)
9. Educating Customers on the Role of Customer Success (00:23:53)
10. Understanding Customer Fears and Onboarding Challenges (00:28:38)
11. Empathy in Customer Success (00:31:38)
12. Overcoming Customer Hesitation (00:33:02)
13. Communicating Effectively During Onboarding (00:34:32)
14. Setting Expectations: The Importance of Honesty (00:36:09)
15. The Balance of Saying No: Guiding Customers to Success (00:39:33)
16. Collaboration Between Sales and Customer Success (00:41:00)
17. Transitioning from Support to Strategic Advisor (00:43:40)
18. Lessons Learned: Shifting from Service to Revenue Focus (00:47:59)
19. The Future of Customer Success: Embracing AI (00:51:25)
20. Changing Perceptions of Customer Success (00:52:59)
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