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Episode 26: Customer success management 101: The value of relationships

Sippin' & Shippin'
Sippin' & Shippin'
Episode 26: Customer success management 101: The value of relationships
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Mary Berko | October 28th, 2022

Happy customers are the life source of thriving brands. But ‘customer success’ is so much more than just making customers happy. It means ensuring customers are getting their needs and expectations met at every level, including how you support and act on their behalf. We sat down with Leslie Karr, Director of Customer Success at Ryder E-commerce by Whiplash, for a deep dive into what an effective customer success management process looks like, and how brands can pioneer a similar strategy.

Timestamps:

03:20 What is customer success? 

04:49 Managing CS relationships: Partner, communicate, collaborate

06:39 Partner: Establishing a connection and understanding the ‘big picture’

08:56 Communicate: Setting expectations and welcoming feedback   

10:48 Collaboration: Bringing your partners together 

12:07 How to bring partners together 

15:15 The value of customer success in e-commerce 

19:28 Who are customer success managers?



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