Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success.

Timestamps

0:00 - Preview, BS & Intros

8:00 - Simplified market research for quick, inexpensive feedback

11:55 - Improving efficiency & re-onboarding customers

17:45 - Working with customers that "Get It" & those that don't get it

28:05 - CSMs need to do better with what they have

31:54 - The challenge of maintaining a human touch while being efficient

37:42 - Incentivising overstretched CSMs

41:50 - Digital CS is a program, not a segment

45:20 - Reboarding & educating long-time customers

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👉 Follow the podcast

Youtube: ⁠https://youtu.be/JprAz-o-dWk⁠

Apple Podcast: ⁠https://apple.co/3dfWXmD⁠

Spotify: ⁠https://spoti.fi/3KD3Ehl⁠

👉 Connect with the guest

Julio Franco: ⁠https://www.linkedin.com/in/juliocfranco/⁠

👉 Connect with hosts

Jon Johnson: ⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠

Kristi Faltorusso: ⁠https://www.linkedin.com/in/kristiserrano/⁠

Josh Schachter: ⁠https://www.linkedin.com/in/jschachter/⁠

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.