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.