46 min
Starting at the Finish Line: Build CS Processes From Expected Customer Outcomes
Staci Satterwhite, CCO, KhorosMiguel Montoya, Senior Director, Customer Success, Khoros - No one buys software for software’s sake. They buy it to achieve value and outcomes for their business. It is this premise that Khoros' customer team has rallied around. In this session, we'll discuss how this translates to being customer-centered while remaining employee-focused and how we've leveraged both process and technology to deliver great service to our customers. This transformation is still ongoing, so you’ll hear what we did, where we succeeded (and failed), and what our roadmap looks like for the 2nd half of 2022 and beyond.
