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Driving Customer Retention and Customer Growth at Scale with Daphne Costa Lopes
Manage episode 428122021 series 3555213
Anika Zubair에서 제공하는 콘텐츠입니다. 에피소드, 그래픽, 팟캐스트 설명을 포함한 모든 팟캐스트 콘텐츠는 Anika Zubair 또는 해당 팟캐스트 플랫폼 파트너가 직접 업로드하고 제공합니다. 누군가가 귀하의 허락 없이 귀하의 저작물을 사용하고 있다고 생각되는 경우 여기에 설명된 절차를 따르실 수 있습니다 https://ko.player.fm/legal.
Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.
In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at scale. They explore a range of models from renewals to segmentation, customer success qualified leads (CSQLs), and automating success plans and QBRs.
00:00 Introduction and Welcome
01:03 Introductions of Daphne Costa Lopez
02:12 Daphne's Background and Career Journey
03:59 Building and Scaling Customer Success at HubSpot
28:08 CSQLs and Automation in Customer Success
38:55 Dynamic Segmentation Strategy
46:51 Quickfire Question Round
Connect with Anika:
Website: thecustomersuccesspro.com
Coaching with Anika: CSM RevUP Academy
Follow the Podcast:
YouTube: https://www.youtube.com/@TheCustomerSuccessPro
Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu
Apple Podcasts: https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749
Daphne Costa Lopes
Over the last decade, Daphne has helped Start-ups, Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR.
Her journey in Customer Success started with a eureka moment she had in 2011: “When we deliver value to our customers, we won’t just retain their business... We will capture more of their demand.”
Backed by this belief, she spent the following 4 years helping build a 'CS-as-a-Service' business. We generated thousands of SuccessQLs for our customers and proved early on that Customer Success could be a revenue driver.
By focusing on Customer-Led-Growth, She has helped the businesses she worked with achieve 130%+ NRR. Today, She head up Customer Success at HubSpot where her teams serve thousands of customers worldwide.
Since that light-bulb moment, she has invested my energy into building and scaling Customer Success teams to be the second engine of growth for tech businesses and helping others do it too.
Music by AudioCoffee: https://www.audiocoffee.net/
챕터
1. Introduction and Welcome (00:00:00)
2. Introcution of Daphne Costa Lopes (00:01:03)
3. Daphne's Background and Career Journey (00:02:12)
4. Building and Scaling Customer Success at HubSpot (00:03:59)
5. CSQLs and Automation in Customer Success (00:28:08)
6. Dynamic Segmentation Strategy (00:38:55)
7. Quickfire Question Round (00:46:51)
8 에피소드
공유
