Delivering an outstanding customer experience at scale
Delivering an outstanding customer experience at scale
Delivering an outstanding customer experience at scale
Delivering an outstanding customer experience at scale
Managing lots of customers is impossible through direct 1:1 engagement, so how can you pull in the wider go-to-market teams to help provide an outstanding experience? Scaled customer management is at its best when leveraging resources and processes across the entire customer journey. But how and where do you start? The best scaled customer experience is more than just sending automated emails every so often, or is it?
Managing lots of customers is impossible through direct 1:1 engagement, so how can you pull in the wider go-to-market teams to help provide an outstanding experience? Scaled customer management is at its best when leveraging resources and processes across the entire customer journey. But how and where do you start? The best scaled customer experience is more than just sending automated emails every so often, or is it?
With Customer Success being asked to do more than ever, how can CSMs create great experiences for the huge amount of customers they manage? Gurprem Sagoo, Katie Culp, and Amanda Silva discuss the importance of working cross-functionally to deliver an outstanding customer experience.
Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.
Amanda Silva
Amanda Silva
Principal CS Coach,
Amanda Silva has over 15 years of experience in technology companies, holding many roles, including Channel Manager, Marketing Manager, COO, CCO, and Principal CS Coach. Her expertise lies in structuring startups for successful investment rounds, setting up Customer Success departments from scratch, and implementing strategic initiatives for business growth.
Katie Culp
Katie Culp
CSM,
Planhat
Katie Culp is a Customer Success Manager at Planhat, where she focuses on consulting CS leaders and teams on their CS strategies. Katie has over 8 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles.
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© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
