84: Kristi Faltorusso - Aligning Customer Success and Product Management

Kristi Faltorusso, a CS executive and coach, joins me in this high-energy conversation about customer success-assisted onboarding, alignment, and the dreaded realities of cross-functional working with product & sales.

We explore effective onboarding strategies, the importance of aligning customer success with product development, and the necessity of quantifying challenges faced by customer success teams.

What’s the importance of defining effective KPIs for customer success, focusing on leading indicators rather than lagging ones? How DO we measure customer happiness? Is the NPS as useless as I believe it is?

takeaways

• Onboarding strategies must focus on delivering value quickly by measuring time to value.
• Consultative approaches to customer success add significant value.
• Customer success teams often act as advocates for product improvements.
• Focus on leading indicators for customer success.
• Customer segmentation should be based on use cases, not just size.

Chapters

04:45 Understanding Customer Success and Onboarding Strategies

09:48 The Role of Customer Success in Product Development

14:50 Bridging the Gap Between Customer Success and Product Teams

19:56 Quantifying Customer Success Challenges and Solutions

23:41 Understanding Product Impact on Business Metrics

28:19 Defining Effective KPIs for Customer Success

33:06 Measuring Customer Engagement and Value

38:07 The Myth of Customer Happiness

43:11 Data-Driven vs. Data-Informed Decisions

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