Defining the Ideal Customer Profile: The CS Leader’s Guide
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Description
Rupal Nishar, AVP of Customer Success at Netomi, shares how Customer Success should work cross-functionally to influence the Ideal Customer Profile (ICP) and how doing so ensures long-term customer engagement and company growth.
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Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In...
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