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0:02 / 36:29•IntroKristi Faltorusso, Chief Customer Officer On The Future Of Customer Success | CXChronicles



Hey CX Nation, In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess. ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue. ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices, insights and analytics that they will need to proactively manage their customers & future portfolios. For the Executives, they deliver the deep analytics, metric and reports to provide a comprehensive view of the customer health of their SaaS business. In this episode Kristi and Adrian chat through how she has tackled The Four CX Pillars: Team, Tools, Process & Feedback throughout her career + shares some of the tips & tricks that have worked for the team at ClientSuccess as they've grown their customer portfolio & revenue.


Episode #169 Highlight Reel: 1. Why customer success is becoming a leader within modern sales & revenue generation

2. Ideas for setting up your optimal, well-balanced customer success team as you scale

3. Setting expectations early & often with the customers & teams using your product

4. Leveraging customer journey maps as your company's blue-print for growth & success 5. Socializing your customer feedback & democratizing your data to drive innovation Huge thanks to Kristi for coming on The CXChronicles Podcast and featuring her team's work and efforts in pushing the customer experience and customer success space into the future.

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