Don't lose that personal touch | #11
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Show Notes
When total and complete automation is within reach, do you let it take over?
Kristi and Stino share their thoughts on what makes customer success...customer success.
⏱️ Timestamps:
00:00:00 - Botox and burnout in CS
00:03:24 - Personalization vs. product-led growth
00:04:03 - Losing the human touch in PLG
00:06:07 - Segmentation and scalable white glove
00:07:37 - Using product data for personalization
00:09:07 - Internal workflows vs. customer behavior
00:10:47 - Low-budget ways to personalize onboarding
00:11:46 - Collaborating with customers on design
00:12:42 - Scaling support without losing CSAT
00:14:12 - Categorizing tickets to find the root cause
00:17:05 - AI and documentation to reduce burnout
00:20:23 - Socializing support data with leadership
📺 Lifetime Value: Your Destination for GTM content
https://www.lifetimevaluemedia.com
💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: artificial intelligence, personalization, customer support