115: 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
Zoom In Tag: Customer success
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 …
Unplugged: Sales
How successful collaboration between sales and customer success improves customer relationship.
96: 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.
94: Ask Us Anything 01: Customer Success/Experience
Tune in to hear us answer every question you have about topics from the startup world.
29: 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”.
3: How We Dropped Our Response Time to 7 Minutes
This episode’s guest, Senior Customer Success Manager Shahar Sasson joined us to dedicate the episode to what he loves most, happy customers.
