Shannon Hyson, Head of B2B Customer Success at the Financial Times
Don't have time to listen to the full podcast with Shannon? No worries!
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Shannon expand on each point):
I'm a strong believer that if you get Customer Success right, the Sales sorts itself out – if our customers are getting value then they should continue to renew.
The first thing I did when I started was to get to know the team really well, understand their processes and what data they were collecting (and what the gaps were)....Once I had an idea about what we were measuring, I could start to put some targets in place.
There is a lot of information that we have and we share with our customers but that doesn't really show me the value. What I'm more interested in is after you've been reading the FT, once you've closed your browser page, what do you do then with that information? That for me is where the real value is.
At an organisational level, we use that intelligence to then draw connections between the FT content that's being consumed and what the customer at a senior stakeholder level has told us that they want their users to do (plus the actual user stories that we have).
There has to be a real balance between what benefit we are delivering to our customers, to our business and to our department.
I think about my own experiences with some of my suppliers in my personal life. Whether it’s my mobile provider or something more domestic...all I want is efficiency - I want you to get the job done that I'm paying you to do.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):