In the customer success space, the Customer Success formula coined or at least heavily championed by GainSight (CX+CO=CS) has gained a lot of traction over the past year. Despite the growing popularity, I've been shocked to see the many liberal interpretations of both CX and CO. In my opinion, there's one Customer Success leader who seems to have a firm understanding of these components both equally in theory and in practice. It's difficult to execute on both theoretical and practical terms and I argue that it takes a real Customer Success visionary to be able to mange the two effectively.
Which brings me to today's guest, Kristi Faltorusso, Vice President of Customer Success at BetterCloud. For those of you in the Customer Success world, you know that Kristi's name is among the most prominent and influential minds in the field. This episode lends a refreshingly open dialogue around Kristi's tactics and strategies as a VP of Customer Success and how she and BetterCloud embrace Customer Success as thoughtful and methodical execution of Customer Experience and Customer Outcomes.