Shareth Ben - “What to Learn from Fortune 100 Customer Success Strategies”
Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer outcomes and productivity.
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What’s Inside [0:57] Introduction to Shareth Ben [24:12] Full Podcast Episode [3:50] Breaking Silos: Key to Better Team Collaboration [2:37] Empowering Cross-Functional Collaboration Through Consultative Mindset [4:36] Internal and External Customer Success Through Strategic Empathy [3:14] Customer Experience as a Sustainable Competitive Advantage [1:36] Using Data to Enhance Sales, Product, and Customer Advocacy [0:55] Empowering Teams Through Trust and Openness [2:14] Boosting Team Productivity: Addressing America's Productivity Crisis Internally [2:11] Leading with Data to Drive Change and Business Success [0:59] Short – Breaking Silos: Key to Better Team Collaboration [0:59] Short - Internal and External Customer Success Through Strategic Empathy
Full Episode x "Change management is key. My years of customer-facing experience with enterprise clients are now helping me promote collaboration and achieve outcomes for both customers and the company." -SHARETH BEN
Full Episode: Topics Covered 1. The Foundation of Cross-Functional Collaboration 2. Embracing Change Through Data-Driven Consulting 3. Cultivating a Culture of Empowerment and Productivity
(3:50 Video) Breaking Silos: Key to Better Team Collaboration “When dealing with an internal threat, you need to work with all functions of the business because it’s a people problem, not a technology problem.” -SHARETH BEN
(2:37 Video) Empowering Cross-Functional Collaboration Through Consultative Mindset “The most important of all vital functions of a customer success leader is to find synergies between all these different functional units to deliver outcomes for a customer.” —SHARETH BEN
(4:36 Video) Internal and External Customer Success Through Strategic Empathy "Companies that excel remove internal friction in their processes and handoffs. They focus on the challenges directly in front of them, and it's crucial to get your internal processes in order before concentrating on external matters." —SHARETH BEN
(3:14 Video) Customer Experience as a Sustainable Competitive Advantage “CX is playing a linchpin role in many ways because they interact with customers day in and day out. They have a lot of data and information that can significantly help transform business areas that require change.” —SHARETH BEN
(1:36 Video) Using Data to Enhance Sales, Product, and Customer Advocacy “With access to data, you can get right to the truth. It’s about uncovering the truth in areas such as identifying your ideal customer within the existing customer base and determining where to expand. It's really about understanding your customers' needs and, most importantly, which ones to prioritize.” -SHARETH BEN
(0:55 Video) Empowering Teams Through Trust and Openness “I’m most proud of empowering my team to do their best and creating an environment of trust and openness where we can all collaborate. I’m proud of what I’ve achieved in the past and believe I’m continuing to cultivate that kind of culture now.” —SHARETH BEN
(2:14 Video) Boosting Team Productivity: Addressing America's Productivity Crisis Internally “We need to hire great EQ agents, focus on the clear objective of having great customer experience outcomes, and create a quality program that focuses on outcomes versus steps and scorecards.” —NEAL DLIN
(2:11 Video) Leading with Data to Drive Change and Business Success "Connect the dots between the data, the cause, the action, and the change. When you articulate this connection well, using both anecdotes and facts, it enhances your communication.“ —SHARETH BEN
(0:59 Video) Breaking Silos: Key to Better Team Collaboration “When dealing with an internal threat, you need to work with all functions of the business because it’s a people problem, not a technology problem.” -SHARETH BEN
(0:59 Video) Internal and External Customer Success Through Strategic Empathy “I truly believe it is important to get your house in order before you start to just focus on the external items.” —SHARETH BEN
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