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Ep. 31 - (Part 2) Delivering Repeatable and Remarkable Customer Experiences w/ Peter Wride
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In the professional services industry, Gainsight is one of the leaders in customer success and satisfaction. In this episode, we take a look at how they structure their team for the best results, what goals they focus on, and how they manage their processes. Join us for this discussion as Gainsight’s Senior Vice President of Professional Services and upgrades, Peter Wride, pulls the curtain back on how he finds success within his team.
Other Topics covered include:
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Other Topics covered include:
- How to create an excellent journey and why relying on “hero’s” is not sustainable
- The importance of flexibility within repeatable processes
- Considerations in designing processes and methodologies
- The formula for customer success and the importance of recognition within your team
- How to use NPS in effective, proactive ways
- Solving measurement and change management challenges in customer success
- Customer success lessons to live by
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