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.
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Surveys have found that a dedicated Professional Services team can lead to more enterprise deals and lower churn. But, these resources need to be used wisely and should be differentiated from Customer Success. Here’s why.