46 min
Reactive > Proactive > Predictive: The Evolution of the CSM Team
Bobby Cooper, VP of Customer Success, Tapcart - Everyone knows customer success is more than just customer support… But it is also more than just hiring CSMs to talk to customers. Scaling your CS organization requires an evolution of people, process and systems. This evolution will transform your customer success org from a reactive approach to a proactive approach and then to a churn and outcome prediction machine.
