Do you know what the future holds for customer success? In this episode of the CSM Practice Podcast, we find out the predictions for this crazy question from a CEO's perspective. Join Irit as she chats with You Mon Tsang, CEO of ChurnZero, about the evolving landscape of customer success, key metrics, and strategic investments.

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- You Mon shares the journey of founding ChurnZero and the challenges faced in the early days of customer success.
- Deep dive into the critical metrics that drive customer satisfaction and retention, including NPS and CSAT.
- Real-world examples of successful customer success investments and their significant impact on business growth and customer loyalty.

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𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

You Mon Tsang is the CEO of ChurnZero, a leading platform dedicated to enhancing customer success. With a robust background in starting and growing businesses, he specializes in product management and business development, driving innovation in enterprise and consumer applications.

🔗 You may connect with You Mon via LinkedIn:   / youmon  

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

📑 Read: The Importance of Investing in Customer Success
https://www.csmpractice.com/importanc...

🎥 Watch: The Importance of Investing in Customer Success
   • The Importance of Investing in CUSTOM...  

⏬ Download: Customer Metrics When Usage Data Doesn’t Exist
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𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒

00:00 Intro
01:05 Founding ChurnZero
03:19 The World of CS in 2015
05:13 ChurnZero’s Initial Offerings
07:21 Changes in CS Since 2015
09:04 When to Implement CS Tools
12:47 Importance of CS Investments
16:44 CEO Expectations from CS Metrics
24:26 Cost to Serve Importance
25:48 Support Cost Allocation
27:54 Changes in Benchmarks

#CustomerSuccess #FutureOfCS #CEOInsights #CSMetrics