30 minutes
It takes a village: 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?
With Customer Success being asked to do more than ever, how can CSMs create great experiences for 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.
About the speakers
Gurprem Sagoo
CS Operations, Planhat
Moderator
Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.
Gurprem Sagoo
CS Operations, Planhat
Moderator
Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.
Gurprem Sagoo
CS Operations, Planhat
Moderator
Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.
Gurprem Sagoo
CS Operations, Planhat
Moderator
Gurprem Sagoo is a CSM at Planhat with over 8 years of experience as a CS lead in the SaaS industry. He has worked with global brands across the world and is an enthusiastic speaker, passionate about Customer Success, Advocacy, and Community. Gurprem is also a part-time musician and an avid record collector.
Amanda Silva
Principal CS Coach, Sensei Labs
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.
Amanda Silva
Principal CS Coach, Sensei Labs
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.
Amanda Silva
Principal CS Coach, Sensei Labs
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.
Amanda Silva
Principal CS Coach, Sensei Labs
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
Customer Success, 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.
Katie Culp
Customer Success, 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.
Katie Culp
Customer Success, 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.
Katie Culp
Customer Success, 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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Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB