Redefining CS with Service Geeni CCO James Lawson ✔
Description
James Lawson, Chief Customer Officer at Service Genie and founder of the River Consultancy Group, shares his insights on the 'Customer Success Pivot Your Career' podcast.
CS as a competency, not a department
Concept of peak to end
Focus more on direction vs impacts
Use marketing in CS, both externally and internally
CAT model for scaling startups
The discussion explores how James’ marketing experience helps him in CS both with his customers and to internally market CS. Discussions also include CS as a competency, not a department and focus more on direction vs impacts. Additional topics include the evolving role of AI in customer success, the importance of personalized customer journeys, and James also introduces the innovative CAT model for scaling startups without traditional sales teams, focusing on building efficient customer account teams.
United States
