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Ep 08: The “A-Ha” Moment of Customer Success
A-ha! Everyone has a moment of sudden insight, no matter where they are in the learning process. In customer success and for the CSM, the customer having an "a-ha" moment is essential, especially if you encourage the customer's adoption of your product and eventually find value in it. In this Gamechanger Podcast, Adam Joseph, Director of Customer Success EMEA, had an incredible discussion with Waqas Hussain, Manager of Strategic Customer Success Team at InVision.
InVision is a Digital Product design platform that provides design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. The core values of education and creativity powerfully align with who Waqas is. As a customer success leader, he has a passion for customers and creates the best possible experiences to realize their desired outcome through technology and business. In his firm belief, this must come through servant leadership, planting the seed that he understands and advocates for the "a-ha" moment.
Now, where and when should this "a-ha" moment happen for your customer? Does that moment differ for each customer, or can you make assumptions based on their segment, industry, or place in the life cycle? Listen as Adam and Waqas discuss the who, what, and when of the "a-ha" moment.
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