VIVIANE SPILLER Head of Customer Experience Latam
- The basis for building efficient Customer Success must be Trust and its pillars are the customer’s trust in the CSM, the internal areas’ trust in the CS, and the CMS’s trust in itself. Trust breeds trust and when a chain is created with this principle, the CS area becomes strong and efficient.
- As a result, we have satisfied customers with positive NPS and CSAT.
- Everyone has problems, including the competitor, but the power of reaction it demonstrates in the face of the problem is its greatest differential in the CS area. Customer who trusts CS, remain, buys more and speaks well of the product to other customers.