Wayne McCulloch is the Global Head of Customer Success for Google Cloud SaaS products. He is also the author of a recently-published book called “The Seven Pillars of Customer Success,” which Jeremey lauds as the best book on customer success he’s ever read.
Wayne touches on why empathetic people in customer success need to step up, why CS need to understand their job is not to sell, and why it’s important not to focus so much on churn.
Most customers want more value. Most customers want to do things better. Most customers want to be more efficient. If you can provide that, it’s not a sales conversation. It’s a value conversation at that point.
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