Aligning the Product & client facing teams
We share the process of creating the new role of Product Alignment, and discuss how to create better communication between the Product and the client facing teams.
Guests: Leah Bauman and Nir Goldstein.
Zoom In Tag: Customer success
Unplugged: Sales
How successful collaboration between sales and customer success improves customer relationship.
Recap: Customer-Centric
In our 3rd Recap, we dive into two actionable ways of being Customer-centric.
How to define KPIs for CS teams
We discuss the main dilemmas in defining KPIs for CS teams. Guest: Tom Ronen, Head of High Touch Customer Success, and Nir Fogel, Head of Client Services
Turning 30k Support Tickets a Month Into Actionable Insights
Effie Arman, Head of Customer Success Israel at monday.com, walked us through what we call ”Voice of Customer”.
Dropping Customer Experience Response Time
No one likes being on hold and no company wants to be associated with the dreadful experience of being on hold. This sentiment is what motivated the company to set the Customer Experience (CX) KPIs. monday.com’s Senior CX Manager Shahar Sasson joined us to explain how they took those KPIs, and cut a 1,038 hold …
