72 subscribers
Offline dengan aplikasi Player FM !
E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
Manage episode 446778737 series 2505086
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.
In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.
We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapter
1. E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian (00:00:00)
2. Introduction to Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS (00:02:03)
3. Evgenia’s Motivation for Writing “Customer Success Playbook” (00:04:01)
4. LoyaltyPlant’s Growth and Strategic Product Pivots (00:05:29)
5. Efficient Scaling with Process Automation (00:09:36)
6. Enhancing Team Collaboration and Customer Handoff (00:12:09)
7. Success Plans and Personalization for Long-Term Retention (00:19:05)
8. Simplifying Customer Health Scoring (00:25:37)
9. Embracing Curiosity and Critical Thinking in Customer Success (00:34:48)
281 episode
Manage episode 446778737 series 2505086
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.
In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.
We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapter
1. E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian (00:00:00)
2. Introduction to Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS (00:02:03)
3. Evgenia’s Motivation for Writing “Customer Success Playbook” (00:04:01)
4. LoyaltyPlant’s Growth and Strategic Product Pivots (00:05:29)
5. Efficient Scaling with Process Automation (00:09:36)
6. Enhancing Team Collaboration and Customer Handoff (00:12:09)
7. Success Plans and Personalization for Long-Term Retention (00:19:05)
8. Simplifying Customer Health Scoring (00:25:37)
9. Embracing Curiosity and Critical Thinking in Customer Success (00:34:48)
281 episode
Semua episode
×![Artwork](/static/images/128pixel.png)
1 E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult 49:49
![Artwork](/static/images/128pixel.png)
1 E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian 55:34
![Artwork](/static/images/128pixel.png)
1 E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen 43:32
![Artwork](/static/images/128pixel.png)
1 E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50
![Artwork](/static/images/128pixel.png)
1 E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar 50:14
![Artwork](/static/images/128pixel.png)
1 E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher 35:39
![Artwork](/static/images/128pixel.png)
1 E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel 35:49
![Artwork](/static/images/128pixel.png)
1 E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres 42:05
![Artwork](/static/images/128pixel.png)
1 E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels 42:20
![Artwork](/static/images/128pixel.png)
1 E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja 43:06
![Artwork](/static/images/128pixel.png)
1 E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko 44:16
![Artwork](/static/images/128pixel.png)
1 E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra 50:39
![Artwork](/static/images/128pixel.png)
1 E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian 39:21
![Artwork](/static/images/128pixel.png)
1 E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman 45:49
![Artwork](/static/images/128pixel.png)
1 E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley 37:56
Selamat datang di Player FM!
Player FM memindai web untuk mencari podcast berkualitas tinggi untuk Anda nikmati saat ini. Ini adalah aplikasi podcast terbaik dan bekerja untuk Android, iPhone, dan web. Daftar untuk menyinkronkan langganan di seluruh perangkat.