28 min
Enablement: The Key to CS Success (Gainsight on Gainsight)
Jen Bruno - There’s a pitfall in Customer Success Operations: You can focus intently on making CSMs more efficient, but leave their customer interactions no more effective than they were before. Picture the same number of CSMs getting a larger number of customers to value...at exactly the same rate. In this session, learn how Gainsight uses CS Enablement to provide training, coaching, assets, and tools that drive outcomes along the customer journey. You’ll take away tactics that you can apply at your own organization, with or without a dedicated Enablement role.
