I'm Emily Garza, a Customer Success leader passionate about driving business and customer value.
Join me as I share some customer success learnings I've acquired along the way. This site contains CS podcasts, articles and conferences from me and other leaders. Enjoy!
I think of #ValueCS in two ways, both of which I think are critical:
Internally: Companies are increasingly investing in the Customer Success organization. While investment in headcount and tooling is important, being seen as valuable means getting a seat (and voice) at the table to advocate for the customer. It also means owning and driving core business KPIs (revenue) through the team's efforts.
Externally: Customers are overloaded, now more than ever, with shared content and people seeking their time. CS professionals need to find avenues to provide value that is thoughtful, customized, and relevant during each contact point.