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What an Ideal Customer Success Platform Must Look Like ft. Wyeth Goodenough
Manage episode 400003955 series 3484312
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Most CS platforms are designed for post-sales customer journeys.
But, CS begins early-on in the life cycle of a customer journey.
CS platforms aren’t equipped to support customers during the entire customer journey.
But what if they could?
Imagine empowering your CS team with one platform for all customer needs.
Super right? That’s what Mausmi Ambastha and Wyeth Goodenough chat about on this episode of the Scale Tale podcast.
Join in to learn about the importance of health scoring, sentiment analysis, and customer engagement, as well as the future of customer success technology.
Timestamps:
0:00 - Intro
1:01 - Get to know Wyeth Goodenough
4:45 - The IDEAL CS Platform
8:00 - Collaborating with Sales team
13:00 - Customer success & support
17:40 - Teaming up with the product team
21:02 - Aligning communication with customers
24:35 - How finance helps with forecast?
26:20 - 4 key components of customer health scores
33:20 - Closing
About Wyeth
He's a seasoned professional with 25 years of experience. He's worked in Accenture as a VP CS at Salesforce and the CCO at Ironclad. But his most exciting role, as I have heard, has been being a dad to 3 awesome daughters.
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Connect with Wyeth on LinkedIn 👉 https://www.linkedin.com/in/wyeth-goodenough-108b12/
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Connect with the podcast host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/
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