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Scaling CS: Tessa Thorburn with Loom
Gain Grow Retain
English - October 16, 2023 11:00 - 40 minutes - 55.9 MB - ★★★★★ - 34 ratingsEntrepreneurship Business Management b2b saas growth customer success marketing sales software customer imperative enterprise Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: Scaling CS: Mike Sasaki with Emburse
Next Episode: Integrating Your CS Goals with Community
Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her team increase customer value effectively.
Building the case for role specialization
Use case webinars
Listening to customers at scale
Re-onboarding
Technology
Communication through change
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