Scaling Customer Success with Automation

A talk by Susan Driscoll
Sr. Manager, Customer Success Innovation, VMWare

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About this talk

As your customer base grows, it is important to deliver a consistent customer experience efficiently and effectively to all. Typically, strong customer relationships are attained through a high touch CSM model, but in this session, we will discuss ways to achieve this through automation. Susan Driscoll, Sr. Manager of Customer Success Innovation & Intelligence, will share how VMware has begun to develop and deliver a digitally led approach for their customers. The session will cover what is required to build a Digital CS program, its metrics, tools, and so much more!

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