How Dropbox Scaled with Customer Success as Their Secret Weapon [Podcast]
Customer success has come to mean a lot more than just churn prevention. As Head of CS at Dropbox, Lisa Ashcraft is constantly thinking about continuous improvement and what success looks like for her team. Learn about the importance of pattern matching to remove friction, the metric that matters most for her team and some of her proudest moments. At the end of the day, it’s all about becoming a trusted advisor to users and educating them on using the product in new ways to get the most out of it.
Prefer to listen on iTunes? Click here.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.