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E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow

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Manage episode 432985712 series 2505086
Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.

In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.

We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend.

Mentioned Resources

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

  continue reading

Chapter

1. E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow (00:00:00)

2. Szuyin Leow’s Transition to Customer Success (00:02:20)

3. Understanding Transcend’s Role (00:04:24)

4. The Value of Hiring Subject Matter Experts (00:06:56)

5. Attracting Subject Matter Experts to CS Roles (00:10:17)

6. Structuring Onboarding for Industry Experts (00:15:19)

7. Documenting the Customer Journey (00:18:09)

8. Productizing the Onboarding Experience (00:21:51)

9. Managing Stakeholder Turnover to Mitigate Churn (00:39:07)

281 episode

Artwork
iconBagikan
 
Manage episode 432985712 series 2505086
Konten disediakan oleh Andrew Michael. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Andrew Michael atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.player.fm/legal.

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.

In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.

We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend.

Mentioned Resources

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

  continue reading

Chapter

1. E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow (00:00:00)

2. Szuyin Leow’s Transition to Customer Success (00:02:20)

3. Understanding Transcend’s Role (00:04:24)

4. The Value of Hiring Subject Matter Experts (00:06:56)

5. Attracting Subject Matter Experts to CS Roles (00:10:17)

6. Structuring Onboarding for Industry Experts (00:15:19)

7. Documenting the Customer Journey (00:18:09)

8. Productizing the Onboarding Experience (00:21:51)

9. Managing Stakeholder Turnover to Mitigate Churn (00:39:07)

281 episode

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