Customer Success through Radical Transparency with Michael Buccellato
Update: 2021-02-03
Description
Michael Buccellato (https://www.linkedin.com/in/michael-buccellato-15419737/) is at LawGeex, where he runs manages the highest ARR clients.
Michael starts talking about how he transitioned from Business development roles into post-sales success. Discussion ranges from:
- Customer lifecycle Onboarding to renewal, and the differences from large company to startups.
- Wearing multiple hats and knowing when to specialize vs generalize.
- Molding implementation for lawyers and non-typical users.
- Getting involved earlier, in presales, with customers to ensure successful implementations.
- Identifying different user types and understanding their challenges
- Decreasing Time to value to set up success for renewals
- Radical Transparency in the sales process to make sure there are no surprises.
- Initiatives Michael is working on to change internal behavior changes.
Lots more from someone deep in the trenches working with customers every day.
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