Harini Gokul (AWS) Customer Success as Offense
Harini leads customer success at AWS, which is arguably the most important enterprise technology vendor today. She says customer success needs to play proactive offense more than reactive defense. By starting with your customer’s customer, you can align your strategic initiatives with your customers’ to achieve win-win outcomes. Key Takeaways:[ 00:07 ] Overview of episode[ 02:47 ] What customer centricity means to Harini[ 06:44 ] Customer success as offense vs. defense[ 15:50 ] How customer success should partner with other teams, and should they partner with customer success?[ 22:54 ] How to get a good interface between CX and product, and correctly prioritizing what needs built[ 27:27 ] What you can do to move from defense to offense in your CX org