Operations & Enablement: The Power Duo for Customer Success
Gunjan Marwah Nichani, Senior Manager, Customer Success Systems, Amplitude - Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value? In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption. Then, we work backwards from that enablement. In this session, the Amplitude team will dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.
