Ep 16: The shift in Customer Success approach to drive customer outcomes

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Episode Summary

In this episode, Shrenik Mhatre (Senior Manager, Customer Success Architects, VMware) and Mark Stagi (VP of Customer Success, Avoma) discuss the shift in the customer success approach to drive customer outcomes.

The change in Customer Success focus in the last couple of years
The shift from reactive and feature focused CS to customer's outcomes
The struggle in making the shift