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Antti Nevalainen - Growth/CS Coach Catalyst Software

  • Effective communication is key in customer success management. It’s important to set clear expectations and boundaries, listen actively, and respond empathetically to customer feedback.
  • Customer complaints should be viewed as opportunities to strengthen relationships and improve processes. It’s important to understand the root cause of the complaint and work towards a mutually beneficial solution.
  • Outside-in always! Customer centric design is crucial for journey mapping.

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