Wow has time flown by. 1 year ago today I took on an new endeavor that I knew would be an epic change for me and my career. I became an Enterprise CSM at LinkedIn. S/O to Greg Butler and Erica Mosely for giving me an infinitely fruitful opportunity to grow and change my life. It’s been a helluva ride so far yet we are just getting started!
A fourth wave is coming in the space of customer success. The first wave was about centralizing your data. The second wave was health scoring and workflow management. And the third was about automated outreaches and scaled notifications. The fourth wave that we are experiencing now is about building personalized data driven experiences. It's not only about predicting customer outcomes. Its about building prescriptive....
My, oh my, have things changed in the world of customer success. While on a Data Science World Tour back in 2018, I stared a blog series about the foundations of applied data science in customer success operations. Back then I shared some breakthrough insights that many of my customers leveraged when building out thier customer success programs. Fast forward to 2020, we're now in a Post-Covid 19 world where companies and people alike all have had to adapt and change. CS is now essential. I have led customer facing technical teams, managed large account portfolios and delivered success for many organizations over the years. Take advantage of new episodes on subjects including.....
