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Transcript: Expanding CS
- We think about traditionally, support was maybe this more reactive place where customers would go and you would answer their question, then you'd be done.
- And a CSM is a relationship manager.
- You might have an expansion manager, whatever it might be.
- And I think that between support and success, what we're finding is that as we're sort of taking away the I always like to call it automating the ******** that line between where support is able to go to and where success is really starts to blur.
- We're not thinking necessarily about what is this person's role versus this person's role in sort of passing customer around.
- We're just able to sort of help them in the best way possible, which I think is the most important thing.
Transcript: Qualify leads everywhere
- What I sort of realized through our support work is that there's actually opportunities to qualify everybody at different points within their sort of customer journey, right?
- We sort of use Clay to sort of qualify folks, and we were able to sort of expand that to different parts of our customer journey.
- So if someone's in the support queue and they ask us for a demo, we can do that same qualification.
- If somebody is talking to a growth strategist, we can understand that on the support team and get them assigned to the right person very quickly.
- And so it's sort of this idea that qualification doesn't just have to be sort of in that beginning of the journey.
- It sort of happens everywhere.
- So if somebody asks Finn for a demo, it does the same workflow of seeing if they're qualified, and if they are qualified, who they should be talking to, and routing, and all of that.
- I think that's just indicative of thinking much larger about the customer journey as opposed to just kind of boiling it down to individual pieces at different parts and sort of siloing those different pieces.
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