Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019
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A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.
This episode is jam packed as we get into all sorts of topics including:
- Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionally
- The importance of internal enablement when launching these programs
- Coordinating with other functions when launching
- Integrating yourself into other orgs’ strategies
- The importance of celebrating wins!
- How to prioritize data cleanliness to make sure it doesn’t bog you down
- Building sales’ confidence in the digital experience
- How customers benefit from consistency working with a scaled team over a 1:1 CSM
- Evolving the tech stack
This episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.
Kailey's LinkedIn: https://www.linkedin.com/in/kailey-killoran-4a89b987/
Resources In This Episode:
- DCS Connect Slack Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
- Gainsight Resources: https://www.gainsight.com/resource-library/
- Catalyst Resources: https://catalyst.io/resources
- SuccessHACKER Certifications: https://successcoaching.co/
- Dee Kapila's Session at Pulse: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx
Digital CS Shoutouts:
- Dee Kapila, Global Head of CS at Miro: https://www.linkedin.com/in/deekapila/
Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!
Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!
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Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
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Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Chương
1. Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019 (00:00:00)
2. Digital Customer Success With Kaylee Killeren (00:00:38)
3. Customer Success Career Growth and Leadership (00:04:50)
4. Organizing and Implementing Digital Customer Success (00:17:45)
5. Tech Stack Integration and Data Management (00:29:46)
6. Customer Success and Digital Engagement (00:35:12)
7. Building a Digital Customer Success Program (00:40:40)
8. Digital Customer Success Podcast With Alex (00:51:45)
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