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Podcast: PRODUCTEA with Leah, Growth & Senior Leadership
Episode: 84: Kristi Faltorusso - Aligning Customer Success and Product Management
Description: Kristi Faltorusso, a CS executive and coach, joins me in this high-energy conversation about customer success-assisted onboarding, alignment, and the dreaded realities of cross-functional working with product & sales.We explore effective onboarding strategies, the importance of aligning customer success with product development, and the necessity of quantifying challenges faced by customer success teams.What’s the importance of defining effective KPIs for customer success, focusing on leading indicators rather than lagging ones? How DO we measure customer happiness? Is the NPS as useless as I believe it is?takeawaysOnboarding st...