EP31 | Brian LaFaille (Looker) - How specialization within customer success will improve your retention

CHURN FM

English - October 16, 2019 09:00 - 45 minutes - 31.6 MB - ★★★★★ - 32 ratings
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Previous Episode: EP30 | Ryan Singer - How Basecamp “interrogate” their customers to build a world-class product using the jobs-to-be-done framework

Next Episode: EP32 | Emily Lonetto (Voiceflow) - How to build, scale, and engage a user community to prevent churn and increase retention

Today on Churn.fm, we have Brian LaFaille, Global Head of Customer Success Strategic Programs at Looker, and advisor at First Round Capital.

In this episode, we talked about the importance of specializations within a customer success team, at what stage you should look into hiring team members with specific skills, and actionable steps to bring your success team onto a specialized path.

We also discussed how customer success teams can start using data to decide their actions, why quantitative data is not enough, and how to assess and classify risks to set up the team for success.

Brian also shared how to conduct exit interviews with churning customers more effectively, how customer success should work closely with product teams, and who Brian thinks should own retention within a company.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.