Up and to the Right: The Four-Box CS Framework for Predictable Growth
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Up and to the Right: The Four-Box CS Framework for Predictable Growth
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About this listen
In this conversation, Reena Bhatia discusses the importance of a structured framework for customer success, emphasizing the need to balance company goals with customer needs. She introduces the 'Up and to the Right' framework, which helps organizations identify necessary versus unnecessary tasks, and highlights the role of customer feedback in shaping these frameworks. The discussion also touches on the integration of AI in customer success, the significance of health scores, and the operationalization of these frameworks to drive meaningful change within organizations.
- AI is dominating discussions, but frameworks are essential for success.
- Customer success should focus on value creation for customers.
- The journey of customer success begins after the sale is made.
- Understanding the 'Up and to the Right' framework is crucial.
- Identifying necessary versus unnecessary tasks can streamline processes.
- Customer feedback is vital in developing effective frameworks.
- Balancing company goals with customer needs is a complex challenge.
- Health scores should reflect the customer's viewpoint, not just internal metrics.
- AI can enhance customer success but should not replace human interaction.
- Structured change leads to more effective and less painful transformations.
- (00:00:00) - Business Uncomplicated: The 4-Box Framework
- (00:01:39) - An AI Framework for Business Uncomplicated
- (00:02:38) - Reena Bhatia on Customer Success
- (00:05:44) - The 4-quadrant framework
- (00:11:25) - Separation of Requirement and Unnecessary Tasks
- (00:14:27) - What's the most surprising thing do you think that comes out of
- (00:16:34) - How to Balance Company Goal with Customer Success
- (00:19:49) - Does Customer Success Matter to CEOs?
- (00:22:40) - Microsoft Customer Success: The 4-Box
- (00:27:51) - Customer segmentation and its impact on health
- (00:30:15) - WSJDLive: Digital to Enterprise Segmentation
- (00:31:48) - What is the Business Process of AI?
- (00:35:25) - How Do We Elevate the CSM?
- (00:42:02) - On Operationalizing the Strategic Framework
- (00:47:23) - How to Build a Six-Point PowerPoint
- (00:48:34) - What's the First Step towards a Digital Transformation?
- (00:52:43) - AI Is Bigger Than You Think
- (00:53:15) - What, what resources out there do you find most valuable right now
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