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Transforming CS Teams: The Power of Scaled Customer Success

I had the pleasure of hosting Anupran, Customer Success Leader at Netradyne, on our podcast. We dove deep into the world of Scaled Customer Success. Here are some highlights: 1️⃣ What is scaled customer success? Anupran: "It's something where we automate things a lot... accommodating right contents, right things at the right time to the customers and definitely working on use cases where CSMs actually need to be involved." 2️⃣ Which customers can benefit from scaled CS? Anupran emphasized that it can be implemented for any customer size and at any stage of the customer journey. 3️⃣ How is it different from support or marketing? Anupran clarified that scaled CS is proactive and explained various tasks that can be automated for customers. 4️⃣ Key metrics for scaled CS: "Simple ARR, NRR, customer satisfaction - these three are the major ones. No change here at all." 5️⃣ Impact on time-to-value: Anupran shared Netradyne's approach: "For our smaller customers... We are 100% dependent upon customers who do the self-onboarding. So here we have a complete digital onboarding process." 6️⃣ Implementation challenges: The main hurdle? Deciding where to start. Anupran advises starting small and scaling up. Final advice: Start small, focus on one process or segment, and expand from there. Anupran's insights were truly valuable. Scaled Customer Success is not just about handling more customers – it's about delivering consistent value efficiently across your entire customer base. Anupran's linkedin profile-   / anupran   Unlock hidden revenue potential and reduce churn by activating real-time customer insights directly within your existing tools, reach out to AppEQ today! #CustomerSuccess #ScaledCS #SaaS #CustomerExperience #SuccessEQ