Todd Kirk and Casey Trujillo are joined by Kristi Faltorusso, the Chief Customer Officer for ClientSuccess. They emphasize the need to focus on solving specific pain points for customers and tailoring the onboarding process accordingly. They also talk about the limitations of prescriptive playbooks and the importance of empowering customer success teams to make decisions based on individual customer needs.
Kristi brings up the need for a partnership kickoff meeting to align on objectives and priorities.
Takeaways
Ruthless prioritization is key in managing work and personal life.
Customer onboarding should focus on solving specific pain points for customers.
Prescriptive playbooks can be limiting and may not address individual customer needs.
Empowering customer success teams to make decisions based on customer needs is crucial.
Conduct a partnership kickoff meeting to align on objectives and priorities.
Engage executives early in the partnership to establish relationships and address issues proactively.
Send an automated email to executives 45 days into the partnership to check in and gather feedback.
Contents
00:00 Introduction and Prioritization
07:27 Customer Onboarding and Pain Points
13:22 Limitations of Prescriptive Playbooks
17:39 Empowering Customer Success Teams
24:35 Setting Clear Goals and Expectations
31:14 Avoiding Commiseration and Saying No
36:35 The Power of Visionary Conversations
42:43 Engaging Executives with Automated Emails
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