211 Irene Lefton New VP of customer success? Go on a listening tour
Helping Sells Radio
English - November 21, 2020 01:10 - 58 minutes - ★★★★★ - 26 ratingsBusiness News News Tech News b2b business customersuccess marketing saas sales software softwareadoption Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Irene Lefton returns to talk about her latest article, Five Steps a VP of Customer Success Needs to Get Started. As a customer success influencer and advisor, Irene is asked regularly to help startups design action plans for a new head of customer success. After building numerous plans, Irene noticed patterns. So, she built a framework.
The first and biggest and hardest step in her framework is called, “Listen and Learn.”
It’s the first step because you’d be a fool to start making customer success decisions before you understand the lay of the land.
It’s the biggest step because it requires a lot of time and energy to meet with all the right people (fellow employees and customers).
It's the hardest step because a motivated, type A, hard-charging, action-oriented customer success leader wants to make things happen right NOW, not sit around listening to people for 90 days.
But, as Irene suggests, by slowing down in the short term, you can speed up in the long term and save yourself a ton of time. Not to mention avoid mistakes.
When starting anything new, don’t leap into action. Leap into listening and learning.
More about Irene:
* On Linkedin: https://www.linkedin.com/in/irenelefton/
* Five Steps a VP of CS Needs to Get Started: https://customersuccessnetwork.com/five-steps-a-vp-of-cs-needs-to-get-started/
* Customer Success Leadership Network: http://customersuccessnetwork.com/
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