What are the do's and dont's of building a great suctomer success team in the company
David Jackson, is founder and CEO of TheCustomer.Co, which helps B2B SaaS companies profitably win, satisfy, retain and grow their chosen customers better than the competition.
He introduced Customer Success 2.0 to address the mistakes many SaaS businesses make when implementing customer success. Focusing on the product as the primary vehicle for delivering customer success, CS2.0 questions some of the so called best practices and suggests a different, product-based approach that has profitable scalability at its heart.
Much of David’s time is spent with senior managers advising them on how to design and build companies from the outside-in. He has had many articles published, and is an author and contributor to several books. One of his books, Dynamic Organisations: The Challenge of Change published in 1997, was the first to describe a holistic approach to building successful, customer focused organisations. He publishes his ideas about Customer Success 2.0 blog on LinkedIn.
David will be talking to Puneet Kataria about the mistakes he and other customer success leaders make and the do’s and don’ts of building a great customer success capability.