WEBVTT
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So you need to think about what's
the customer as an experienced with your brand,
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with your company, and how do
you pack that? What can you
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do to facilitate these relationship and make
it smooser for them? Want to create
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delightful customer experiences? You're in the
right place. Welcome to customer success leader,
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where you'll learn about the successes and
struggles of leaders who are passionate about
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their craft. Trust me, you
want to stick around. Here's your host,
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Eric Crane. Hey, y'all,
thanks for joining us this week.
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My name is Eric Crane, CEO
and to a founder of flat file,
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and today on customer success leader I
have Ben Wa Bouteia. He's a senior
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director of customer experience at tiny clues. Hey, Didn Ben, I'm getting
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good. So you're calling in from
New York. How are things out there?
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Yeah, I don't know how the
things are going out of New York
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in the US, but doing good
as far as we are. Seen you
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this institution four months and that situation
looks under control in New York and trying
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to adapt to the new life,
and I understand you've already managed success team
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remotely as well, and I'm sure
we'll dig on that a little bit later,
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but it sounds like it wasn't too
big of an adjustment for you to
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go to this all remote world we're
in right now. Now, exactly,
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I was already managing the team from
the EMYA quarter in the US at quart
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a base from New York. Before
New York I was doing that from Emi,
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managing the US team to the customer
success team. So we are used
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to do that remotely. Or really
appreciate you joining us here to day on
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the customer success or podcast. Can
you tell me a little bit more about
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first of all, just what you
do a timey clues. So I'm in
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art of the customer experience team and
the customer expensive metallic clues regroup different jobs
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and we have the customer success manager
and the xtomo success team. We have
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also the marketing team, the legend
team, the product macting team, and
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so all the the marketing stuff together
and we link that together with the stumer
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success to make the best of it
and provide a good experience to our client.
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Got It. And what about time
influences a business? What are you
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sell? And thankluse is a platform
that help marketers in different industry, retail
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or travel, mainly to improve increase
their certain practice. So what we do
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actually is provide access to our tool
which learn from their data. So II
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is learning from their own data,
the first party data, and based on
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this learning, marketers are able to
identify people with Hyprofen City to purchase an
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offer destination. If you are troubled
company or whatever product. If I want
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to promote this shirts tomorrow, because
I'm retailer, I will be able to
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identify who in my database will be
interested to buy the shots in the next
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days. So we help or customer
to get a better experience for their customer,
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making marketing one to one and really
effective. Got It. So how
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would you just find customer success in
that context? So the customer success team,
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the role of my team, is
ready to help a customer to understand
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our work the platform first, but
mainly because the plattom is really easy to
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use, like three four clicks to
do and create campaigns. The main job
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is to understand what's the strategy of
our customer, what's their maturity? What
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where they wants to go? What's
the long term plan in term of evolution
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and progress in death room practices?
What are their pain in the day to
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day. Well, what are the
pain they are facing? Was Are the
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challenges they could they can face to
promote XYZ category or product offers, and
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the role of the team and the
cysts them to go through this challenges and
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establish a success plan, steps by
steps, moving forwards to better practice,
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improving practice and so better relationship with
the other base. That and you're telling
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me, before started recording here,
that you'd recently reorganized the team, which
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is why your title is now director
of customers, Serrenos, so tell me
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a little bit more about what prompted
that reorganization. Yeah, we did.
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That's just at the beginning of the
crisis. Actually, we were impacted,
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or customer were impacted by the crisis. We were impacted by the crisis directly.
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As I said, that's big part
of our customer in the travel industry,
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and you can guess that the trouble
industry is not really in good shape
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right now. So we also add
to adapt and change and the strategy to
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promote, to explain what we do
and to get new clients. So we
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were really doing marketing, physical,
doing physical events, physical macting, road
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show and this kind of of macting
events, solution events, everything stopped because
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no interested meeting or events live.
So we had to totally shift one the
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person of the strategy to the digital
and based on that, we really think
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that's it was better to have a
better communication, better organization and collaboration between
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the experts who are the CSM,
expects of the of the serum and expects
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of our clients outcomes, to leverage
that in the communication and the digital communication,
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in the origination of women ours,
communication of success stories, what we
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can do as legion, content,
strategy, sort leadership, all of that,
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all this matteral that's shifted totally digitally
and we need better communications. So
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basically breaking the sellow between different departments. That's are really thinking about a neither
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job and now having a more collaborative
way of doing across the jobs. And
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that's really linked to one of our
value we have different values in companies and
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one of values built together and making
the difference. Mission in the company work
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together to provide better experience to our
client. I don't like the prospect that's
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future clients. So they can experience
that's from the beginning, from the first
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touch points in the communication and content
we produced, through the all relationship and
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the usage of the platform in the
ration. True, with the the cells
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and the customer success managers. Yes, tell me how you design matrics and
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measure a performance that integrated cs or
right. So typical customer success. You're
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looking at things like churn and health
score and see sad and ps like what
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are you measuring your team on now? So we did not change that very
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much. The CSTEAM goal for the
CS team and goals for the the marketing
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team are different. The goal for
the content management is difference to but the
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overall view for the company at the
end we measure that. I mean the
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bottom line is the result. That
I mean in new summer we get that's
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a role of the cell seem help
and with that of the macting team and
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the customer success team is protecting or
preventing the churn, also maximizing the retention
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by a better usage. Everyone still
has his job, but having all that
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together helps to say, okay,
we are looking at the bottom line and
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the global experience and how many clients
we have, new plans we have in
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or meany we lost. What the
nets at the end and that's that's really
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in the day to day in the
Matrix. That doesn't change a lot in
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the day to day. That's is
some collaboration. I have a really example,
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concrete example. That's for marketing purpose, for proof of the experience of
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customer with the tool. We like
to have external review. But the best
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way to add external reviews and prospect
future client can read an and get other
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feedback or the clients feedback, without
trusting directly what's it's written on our website.
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We need to get review on the
third party platform. To get this
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third party platform reviews, we have
the C steam playing the role of asking
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our clients if they can provide review
on this external platform, and that's collaboration.
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The macting needs reviews and they are
coming from the rustionship, from the
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CSIM in the clients and in this
way that's a nice collaboration. I have
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another example. We are about to
launch a big reports. We are preparing
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for a big report which will be
the state of the serium for two thousand
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and twenty one. So we are
asking to collect a lot of feedback on
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our customer be to see company a
marketing team Outgan, to organize together that
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and to have a big learning on
that and to be able to share that
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with the our peers and the community
and this collection, this organization, this
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expertise and building the reports is made
by the CES team, some members of
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the Cysteam, but that would be
used for marketing purpose, but also for
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the rest of the team in the
system, because that will be use for
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all the clients and sharing that with
other clients. So that's making the projects
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smoother because it's not separate department and
separates managers. That's te their goal with
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their own eyes. I mean,
if I ask something to the system or
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the marketing team, I need toge
with me that's it's organized so the other
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team can help and I can't push
one team in one direction and the other
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in the other end that doesn't work
together and the one in the middle that
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can organize that to make it happen. And that makes sense and I can
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understand now a lot more about why
you want to organize the team that way,
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given that your customer success years at
a company are going to be the
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ones you have the best inside and
to have to tell the story of each
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customers experience with your product. So
what were some areas that you ran the
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challenges with trying to reorganize that in
that way? So the main challenges.
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We are really making sure that's both
side of the team is understanding that their
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job won't really change on a daily
basis, but the fact that they can
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count on the other team to add
them to improve their job and having this
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discussion. And so, because that
was not organized this way, somewhere you
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are you are stuck in some procedure
or fear that you can ask help or
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you you can ask help but that
will take time. But all the time
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and in the last six months we
saw big progress, bigger improvements and seeing
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that. Okay, I've seen saying
that, oh, I need help on
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these kind of things. I can
ask marketing or content specialist on how to
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write an email to my clients.
It's not his job, but the best
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way to write an email to the
clients to convey an idea. They are
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framework of content writing, copywriting that
can help to do something like this.
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The same way or content specialist is
asking the SYSTEAM help to write content and
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blog post because actually they are the
expert. The content specialist is able to
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write it, make the right story, to explain that the contents. But
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that's a collaboration and all of that
is really started months ago and really improving
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and ramping up where we have the
first publication on the blog and we have
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first piece of content that are sent
and we have CS MS asking, Oh,
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can I write another one? I
have another idea, and so that's
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the positive will. I mean that's
a win win on both side, because
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that's publishing more content for clients and
for the CS team and helping the marketing
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also to create and generate more content
for Legion demangine visibility. Yeah, that's
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greatly here. When whenever you have
folks you are closest to the customer being
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able to contribute it back to other
parts of the process or any that's ultimately
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how so many people buy these days, is the can, the information that
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your product that they want, but
they also want to see some level of
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social proof and in a relationship be
ongoing, and I being able to turn
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that into your fly will is really
pressure of you. And where did you
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get the inspiration to do this?
That's a good question. where it come
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from? I can't really remember.
We had different discussion with my with my
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CEO, on the future of the
organization. Are we can make progress and
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organize differently the team to better work
together, something that's helped a lot is
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that's before they clues. I was
macting director in BTC companies, so I
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was on the other side and so
I manage digital macting for years. So
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that's something that's helped. Also to
say that, yeah, I can build
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that, I can make it happen
and make different teams working together. That
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was my previous job where I was
in e Coom and yeah, let's that
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was just let's give a try.
We need to try and to adapt to
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the situation, as everyone has to
adapt in all this new world and the
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situation that's businesses changed. So let's
try to find the best way to react
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to that. So if someone else
is thinking about redesigning the organization, similarly,
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you be recommendations around first steps they
take. It's really important to explain
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the why we do that. Why
you the person who would do that?
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The organization, to me, the
the sofolpoint and the organization is the customer
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voice. Our thinking about the customer. I am used to say in my
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team here that's often customer don't care
about your organizational problem. So you need
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to think about what's the customer has
an experienced with your brand, with your
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company, and how do you pack
that what can you do to facilitate this
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relationship and make its Mooser for them? And that's drive easier relationship and only
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better communication. Some process, I
mean having processes that are not faxible,
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doesn't sell. That can help the
company but doesn't help the customer. And
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at the end what's matter the most
is that's the customer has a good experience
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and can relate to that, can
share that experience with other and stay for
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longer time, and we did.
That's for the macting and CS team because
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that was making sense on this group. But we also have more connection and
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more discussion with the finance team as
an example, because if you do a
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lot of wonderful job with the marketing, the CS, the cells, everyone
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is working well with the customer and
the finance during a discussion on improvement of
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the usage and potent shut up cell
and a negotiation from the cells with the
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cell team, with the customer and
the finance just send an email that's talked
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about the invoice that is two days
late or something. Think that's and it's
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you two days ago. That can
impact the expense of the customer and the
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job of the other department with the
customer and Better Communication, better poet of
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view, having the customer the center
of the company knee and the organization around
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that is better. And back to
the question you have is what's the best
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advice? Is that? Think about
your customer. What's is that the experience?
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What are they looking for with your
company? What's are different touch points
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you have with the customer and the
in the different department? Or can be
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the best experience all the biggest grouping? So with different grouping. I'm not
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sure that's marketing and CS we would
work for all company. Maybe that would
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be cus and another department. May
Be Marketing and another department. But how
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you can regroup like pods of different
mission to work together and to to improve
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that. That's the way you should
think if you want to to evolve a
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neprogressing your the organization. Yes,
as I your organization around the outcomes of
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the customer rather than the outcomes of
each different department exactly. So, just
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as a final thought here, I'm
lovely to share with our listeners what your
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sales should be to them to join
in a customer experience or customer success specifically,
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so how you can then someone stay
like a working customer. Success is
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the best job in the world.
And here's why. Everything that's the best
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job in the world and especially in
the area we are doing, that attain
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cruise because we, I as customer
success manager, whatever the company, we
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are able to communicate with a lot
of different clients with different problematics and different
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projects, and that's really interesting to
have such a wide view on what's happening
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on the market, on the specific
market, whatever the topic, whatever the
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market you are in. That's really
interesting to be able to have a lot
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of different part of views and having
the relationship with clients and dictionary clients.
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In my case, I, as
a mentioned, I'm coming from the marketing
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side, the be to see side
and macting each side, and we are
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talking with clients that are doing the
job I had before when I was working
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for an ECOM company. I was
up playing a lot of things and always
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wonder, Oh, how these companies
organized? What are they doing? I
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see the tip of the ICEBERA,
because I'm receiving their communication, I'm seeing
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what they have on their website or
whatever, marketing action, but how they
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organized to do that, to produce
that? And now, being a nice
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it, right now I have the
discson with all this company and I see
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all the different organization and I'm learning
a lot. I'm providing and helping them
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lots, but I'm sharing that and
getting the best of everyone to share it,
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to provide advice to other. That's
the best job in the world.
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Yeah, I love how it's in
described in various ways on the sidecasts.
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One of the ways I've heard,
I think that's my favorite, is intimacy.
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It's like being able to develop intimacy
with your customer and intimacy with your
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team, because it is so crucial
to understand each trust them or their needs
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and objectives. And, especially in
a space where you're selling to other businesses,
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you also get the chance to build
that one on one relationship as well
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with everyone, which is really really
exciting part of the Jaff because you get
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to see a lot of what your
customers are going through and ultimately be a
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or for that too. soothly agree
that's free. What's this forb the bests
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the job? Hey? Well,
thank you so much for joining us today.
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00:18:00.799 --> 00:18:03.880
That was been lab Lu tea.
He is to see the director of
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customer experience of time flues. I'm
are crank, founder and CEO flat file
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00:18:07.480 --> 00:18:12.190
thank you for joining us on this
week's episode of customers suss leader. You
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00:18:12.309 --> 00:18:15.950
depend on the fastest time to value
for your customers, so why light data
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00:18:17.029 --> 00:18:21.309
on board and sell you down?
Stop emailing spreadsheets, creating CSP templates or
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00:18:21.390 --> 00:18:26.589
setting up FTP transfers. Create collaborative, secure workspaces with your customers and their
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00:18:26.589 --> 00:18:30.019
data, saving you time while providing
a memorable onboarding experience. Oh and there's
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00:18:30.059 --> 00:18:34.460
no code required. You can go
to flat files IO CS leader to learn
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00:18:34.460 --> 00:18:40.579
more and get started for free.
Thank you so much for joining us for
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00:18:40.660 --> 00:18:44.809
this episode. Customer Success leader is
brought to you by flat file. If
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00:18:44.849 --> 00:18:47.650
you're a fan of the show and
want to help us share these conversations with
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00:18:47.730 --> 00:18:51.569
others, leave us a rating on
apple podcast. Just tap the number of
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stars you think the show deserves.
That's it for today. Catch you in
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00:18:55.250 --> 00:18:55.690
the next one.
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00:00:00.360 --> 00:00:05.280
So you need to think about what's
the customer as an experienced with your brand,
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00:00:05.320 --> 00:00:08.830
with your company, and how do
you pack that? What can you
3
00:00:08.869 --> 00:00:14.750
do to facilitate these relationship and make
it smooser for them? Want to create
4
00:00:14.830 --> 00:00:19.429
delightful customer experiences? You're in the
right place. Welcome to customer success leader,
5
00:00:19.589 --> 00:00:23.859
where you'll learn about the successes and
struggles of leaders who are passionate about
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00:00:23.899 --> 00:00:27.579
their craft. Trust me, you
want to stick around. Here's your host,
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00:00:27.820 --> 00:00:32.100
Eric Crane. Hey, y'all,
thanks for joining us this week.
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My name is Eric Crane, CEO
and to a founder of flat file,
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00:00:35.729 --> 00:00:40.170
and today on customer success leader I
have Ben Wa Bouteia. He's a senior
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00:00:40.250 --> 00:00:45.409
director of customer experience at tiny clues. Hey, Didn Ben, I'm getting
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good. So you're calling in from
New York. How are things out there?
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Yeah, I don't know how the
things are going out of New York
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in the US, but doing good
as far as we are. Seen you
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this institution four months and that situation
looks under control in New York and trying
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to adapt to the new life,
and I understand you've already managed success team
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remotely as well, and I'm sure
we'll dig on that a little bit later,
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00:01:08.310 --> 00:01:11.870
but it sounds like it wasn't too
big of an adjustment for you to
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go to this all remote world we're
in right now. Now, exactly,
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I was already managing the team from
the EMYA quarter in the US at quart
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a base from New York. Before
New York I was doing that from Emi,
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managing the US team to the customer
success team. So we are used
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to do that remotely. Or really
appreciate you joining us here to day on
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00:01:33.090 --> 00:01:36.849
the customer success or podcast. Can
you tell me a little bit more about
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first of all, just what you
do a timey clues. So I'm in
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art of the customer experience team and
the customer expensive metallic clues regroup different jobs
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and we have the customer success manager
and the xtomo success team. We have
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also the marketing team, the legend
team, the product macting team, and
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so all the the marketing stuff together
and we link that together with the stumer
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success to make the best of it
and provide a good experience to our client.
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Got It. And what about time
influences a business? What are you
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sell? And thankluse is a platform
that help marketers in different industry, retail
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or travel, mainly to improve increase
their certain practice. So what we do
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actually is provide access to our tool
which learn from their data. So II
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is learning from their own data,
the first party data, and based on
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this learning, marketers are able to
identify people with Hyprofen City to purchase an
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offer destination. If you are troubled
company or whatever product. If I want
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to promote this shirts tomorrow, because
I'm retailer, I will be able to
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identify who in my database will be
interested to buy the shots in the next
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days. So we help or customer
to get a better experience for their customer,
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making marketing one to one and really
effective. Got It. So how
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would you just find customer success in
that context? So the customer success team,
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the role of my team, is
ready to help a customer to understand
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our work the platform first, but
mainly because the plattom is really easy to
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use, like three four clicks to
do and create campaigns. The main job
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is to understand what's the strategy of
our customer, what's their maturity? What
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where they wants to go? What's
the long term plan in term of evolution
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and progress in death room practices?
What are their pain in the day to
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day. Well, what are the
pain they are facing? Was Are the
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challenges they could they can face to
promote XYZ category or product offers, and
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the role of the team and the
cysts them to go through this challenges and
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establish a success plan, steps by
steps, moving forwards to better practice,
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improving practice and so better relationship with
the other base. That and you're telling
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me, before started recording here,
that you'd recently reorganized the team, which
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is why your title is now director
of customers, Serrenos, so tell me
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a little bit more about what prompted
that reorganization. Yeah, we did.
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That's just at the beginning of the
crisis. Actually, we were impacted,
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or customer were impacted by the crisis. We were impacted by the crisis directly.
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As I said, that's big part
of our customer in the travel industry,
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and you can guess that the trouble
industry is not really in good shape
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right now. So we also add
to adapt and change and the strategy to
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promote, to explain what we do
and to get new clients. So we
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were really doing marketing, physical,
doing physical events, physical macting, road
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show and this kind of of macting
events, solution events, everything stopped because
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no interested meeting or events live.
So we had to totally shift one the
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person of the strategy to the digital
and based on that, we really think
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that's it was better to have a
better communication, better organization and collaboration between
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the experts who are the CSM,
expects of the of the serum and expects
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of our clients outcomes, to leverage
that in the communication and the digital communication,
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in the origination of women ours,
communication of success stories, what we
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can do as legion, content,
strategy, sort leadership, all of that,
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all this matteral that's shifted totally digitally
and we need better communications. So
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basically breaking the sellow between different departments. That's are really thinking about a neither
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job and now having a more collaborative
way of doing across the jobs. And
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that's really linked to one of our
value we have different values in companies and
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one of values built together and making
the difference. Mission in the company work
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together to provide better experience to our
client. I don't like the prospect that's
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future clients. So they can experience
that's from the beginning, from the first
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touch points in the communication and content
we produced, through the all relationship and
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the usage of the platform in the
ration. True, with the the cells
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and the customer success managers. Yes, tell me how you design matrics and
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measure a performance that integrated cs or
right. So typical customer success. You're
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looking at things like churn and health
score and see sad and ps like what
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are you measuring your team on now? So we did not change that very
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much. The CSTEAM goal for the
CS team and goals for the the marketing
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team are different. The goal for
the content management is difference to but the
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overall view for the company at the
end we measure that. I mean the
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bottom line is the result. That
I mean in new summer we get that's
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a role of the cell seem help
and with that of the macting team and
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the customer success team is protecting or
preventing the churn, also maximizing the retention
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by a better usage. Everyone still
has his job, but having all that
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together helps to say, okay,
we are looking at the bottom line and
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the global experience and how many clients
we have, new plans we have in
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or meany we lost. What the
nets at the end and that's that's really
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in the day to day in the
Matrix. That doesn't change a lot in
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the day to day. That's is
some collaboration. I have a really example,
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concrete example. That's for marketing purpose, for proof of the experience of
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customer with the tool. We like
to have external review. But the best
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way to add external reviews and prospect
future client can read an and get other
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feedback or the clients feedback, without
trusting directly what's it's written on our website.
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We need to get review on the
third party platform. To get this
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third party platform reviews, we have
the C steam playing the role of asking
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our clients if they can provide review
on this external platform, and that's collaboration.
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The macting needs reviews and they are
coming from the rustionship, from the
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CSIM in the clients and in this
way that's a nice collaboration. I have
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another example. We are about to
launch a big reports. We are preparing
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for a big report which will be
the state of the serium for two thousand
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and twenty one. So we are
asking to collect a lot of feedback on
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our customer be to see company a
marketing team Outgan, to organize together that
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and to have a big learning on
that and to be able to share that
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with the our peers and the community
and this collection, this organization, this
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expertise and building the reports is made
by the CES team, some members of
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the Cysteam, but that would be
used for marketing purpose, but also for
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the rest of the team in the
system, because that will be use for
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all the clients and sharing that with
other clients. So that's making the projects
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smoother because it's not separate department and
separates managers. That's te their goal with
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their own eyes. I mean,
if I ask something to the system or
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the marketing team, I need toge
with me that's it's organized so the other
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team can help and I can't push
one team in one direction and the other
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in the other end that doesn't work
together and the one in the middle that
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can organize that to make it happen. And that makes sense and I can
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understand now a lot more about why
you want to organize the team that way,
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given that your customer success years at
a company are going to be the
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ones you have the best inside and
to have to tell the story of each
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customers experience with your product. So
what were some areas that you ran the
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challenges with trying to reorganize that in
that way? So the main challenges.
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We are really making sure that's both
side of the team is understanding that their
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job won't really change on a daily
basis, but the fact that they can
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count on the other team to add
them to improve their job and having this
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discussion. And so, because that
was not organized this way, somewhere you
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are you are stuck in some procedure
or fear that you can ask help or
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you you can ask help but that
will take time. But all the time
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and in the last six months we
saw big progress, bigger improvements and seeing
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that. Okay, I've seen saying
that, oh, I need help on
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these kind of things. I can
ask marketing or content specialist on how to
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write an email to my clients.
It's not his job, but the best
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way to write an email to the
clients to convey an idea. They are
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framework of content writing, copywriting that
can help to do something like this.
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The same way or content specialist is
asking the SYSTEAM help to write content and
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blog post because actually they are the
expert. The content specialist is able to
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write it, make the right story, to explain that the contents. But
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that's a collaboration and all of that
is really started months ago and really improving
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and ramping up where we have the
first publication on the blog and we have
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first piece of content that are sent
and we have CS MS asking, Oh,
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can I write another one? I
have another idea, and so that's
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the positive will. I mean that's
a win win on both side, because
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00:11:18.960 --> 00:11:22.440
that's publishing more content for clients and
for the CS team and helping the marketing
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00:11:22.480 --> 00:11:28.679
also to create and generate more content
for Legion demangine visibility. Yeah, that's
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greatly here. When whenever you have
folks you are closest to the customer being
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able to contribute it back to other
parts of the process or any that's ultimately
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00:11:37.269 --> 00:11:39.470
how so many people buy these days, is the can, the information that
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your product that they want, but
they also want to see some level of
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social proof and in a relationship be
ongoing, and I being able to turn
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00:11:48.539 --> 00:11:52.980
that into your fly will is really
pressure of you. And where did you
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00:11:52.299 --> 00:11:56.460
get the inspiration to do this?
That's a good question. where it come
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from? I can't really remember.
We had different discussion with my with my
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00:12:01.220 --> 00:12:05.809
CEO, on the future of the
organization. Are we can make progress and
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organize differently the team to better work
together, something that's helped a lot is
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that's before they clues. I was
macting director in BTC companies, so I
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00:12:18.679 --> 00:12:22.320
was on the other side and so
I manage digital macting for years. So
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that's something that's helped. Also to
say that, yeah, I can build
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that, I can make it happen
and make different teams working together. That
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was my previous job where I was
in e Coom and yeah, let's that
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was just let's give a try.
We need to try and to adapt to
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the situation, as everyone has to
adapt in all this new world and the
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situation that's businesses changed. So let's
try to find the best way to react
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to that. So if someone else
is thinking about redesigning the organization, similarly,
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you be recommendations around first steps they
take. It's really important to explain
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the why we do that. Why
you the person who would do that?
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The organization, to me, the
the sofolpoint and the organization is the customer
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voice. Our thinking about the customer. I am used to say in my
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team here that's often customer don't care
about your organizational problem. So you need
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to think about what's the customer has
an experienced with your brand, with your
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company, and how do you pack
that what can you do to facilitate this
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relationship and make its Mooser for them? And that's drive easier relationship and only
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better communication. Some process, I
mean having processes that are not faxible,
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doesn't sell. That can help the
company but doesn't help the customer. And
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at the end what's matter the most
is that's the customer has a good experience
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and can relate to that, can
share that experience with other and stay for
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longer time, and we did.
That's for the macting and CS team because
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that was making sense on this group. But we also have more connection and
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more discussion with the finance team as
an example, because if you do a
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lot of wonderful job with the marketing, the CS, the cells, everyone
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is working well with the customer and
the finance during a discussion on improvement of
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the usage and potent shut up cell
and a negotiation from the cells with the
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cell team, with the customer and
the finance just send an email that's talked
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about the invoice that is two days
late or something. Think that's and it's
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you two days ago. That can
impact the expense of the customer and the
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job of the other department with the
customer and Better Communication, better poet of
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view, having the customer the center
of the company knee and the organization around
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that is better. And back to
the question you have is what's the best
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advice? Is that? Think about
your customer. What's is that the experience?
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What are they looking for with your
company? What's are different touch points
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you have with the customer and the
in the different department? Or can be
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the best experience all the biggest grouping? So with different grouping. I'm not
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sure that's marketing and CS we would
work for all company. Maybe that would
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be cus and another department. May
Be Marketing and another department. But how
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you can regroup like pods of different
mission to work together and to to improve
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that. That's the way you should
think if you want to to evolve a
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neprogressing your the organization. Yes,
as I your organization around the outcomes of
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the customer rather than the outcomes of
each different department exactly. So, just
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as a final thought here, I'm
lovely to share with our listeners what your
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sales should be to them to join
in a customer experience or customer success specifically,
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so how you can then someone stay
like a working customer. Success is
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the best job in the world.
And here's why. Everything that's the best
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00:15:58.889 --> 00:16:03.720
job in the world and especially in
the area we are doing, that attain
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cruise because we, I as customer
success manager, whatever the company, we
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are able to communicate with a lot
of different clients with different problematics and different
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00:16:15.159 --> 00:16:19.230
projects, and that's really interesting to
have such a wide view on what's happening
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00:16:19.309 --> 00:16:22.909
on the market, on the specific
market, whatever the topic, whatever the
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00:16:23.070 --> 00:16:27.350
market you are in. That's really
interesting to be able to have a lot
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of different part of views and having
the relationship with clients and dictionary clients.
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In my case, I, as
a mentioned, I'm coming from the marketing
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side, the be to see side
and macting each side, and we are
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talking with clients that are doing the
job I had before when I was working
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for an ECOM company. I was
up playing a lot of things and always
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wonder, Oh, how these companies
organized? What are they doing? I
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see the tip of the ICEBERA,
because I'm receiving their communication, I'm seeing
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what they have on their website or
whatever, marketing action, but how they
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organized to do that, to produce
that? And now, being a nice
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00:17:03.559 --> 00:17:07.119
it, right now I have the
discson with all this company and I see
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all the different organization and I'm learning
a lot. I'm providing and helping them
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lots, but I'm sharing that and
getting the best of everyone to share it,
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00:17:18.549 --> 00:17:21.950
to provide advice to other. That's
the best job in the world.
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Yeah, I love how it's in
described in various ways on the sidecasts.
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One of the ways I've heard,
I think that's my favorite, is intimacy.
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It's like being able to develop intimacy
with your customer and intimacy with your
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team, because it is so crucial
to understand each trust them or their needs
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and objectives. And, especially in
a space where you're selling to other businesses,
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you also get the chance to build
that one on one relationship as well
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with everyone, which is really really
exciting part of the Jaff because you get
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to see a lot of what your
customers are going through and ultimately be a
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00:17:52.369 --> 00:17:56.809
or for that too. soothly agree
that's free. What's this forb the bests
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00:17:56.089 --> 00:18:00.640
the job? Hey? Well,
thank you so much for joining us today.
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00:18:00.799 --> 00:18:03.880
That was been lab Lu tea.
He is to see the director of
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00:18:03.960 --> 00:18:07.279
customer experience of time flues. I'm
are crank, founder and CEO flat file
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00:18:07.480 --> 00:18:12.190
thank you for joining us on this
week's episode of customers suss leader. You
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00:18:12.309 --> 00:18:15.950
depend on the fastest time to value
for your customers, so why light data
238
00:18:17.029 --> 00:18:21.309
on board and sell you down?
Stop emailing spreadsheets, creating CSP templates or
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00:18:21.390 --> 00:18:26.589
setting up FTP transfers. Create collaborative, secure workspaces with your customers and their
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00:18:26.589 --> 00:18:30.019
data, saving you time while providing
a memorable onboarding experience. Oh and there's
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00:18:30.059 --> 00:18:34.460
no code required. You can go
to flat files IO CS leader to learn
242
00:18:34.460 --> 00:18:40.579
more and get started for free.
Thank you so much for joining us for
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00:18:40.660 --> 00:18:44.809
this episode. Customer Success leader is
brought to you by flat file. If
244
00:18:44.849 --> 00:18:47.650
you're a fan of the show and
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245
00:18:47.730 --> 00:18:51.569
others, leave us a rating on
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stars you think the show deserves.
That's it for today. Catch you in
247
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the next one.
