In this episode, Naquiyah Cash (Gainsight Admin and CS Ops Consultant, Zywave) and Mark Stagi (VP of Customer Success, Avoma) discuss who is best positioned to own CS Ops.
00:52
It's not just about implementation, but about the process, enablement and strategy
02:16
The shift from reactive and feature focused CS to customer's outcomes
02:28
The struggle in making the shift
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