How Training Impacts CS and Business Growth with Kristi Faltorusso, CCO at ClientSuccess (Ep. 18)

Previous client success strategies are quickly becoming obsolete. Which means continuous internal training needs to a top priority for organizations that want to see the growth they’re hungry for, especially with more people transitioning to the role from completely different industries.

“These folks do not have experience selling yet. We're giving them the most important role right now in this economy, where we're not driving a ton of new sales, so we have to work on growing the base. If you have a team responsible for it that's never done it before—and you're not investing in training and enablement—that’s crazy to me,” says Kristi Faltorusso, Chief Customer Officer at ClientSuccess.

In our latest episode of LEARN, Kristi discusses the value of a customer education program and her philosophy around training. Along the way, you’ll also learn about avoiding misunderstandings when it comes to user data and the future of the CS category.

In this episode, you will gain insights into:

- Investing in your client success team’s training

- Driving more value to your clients and customers, especially in the messy middle

- Learning new skills and mindsets to push your personal growth journey forward

Check out the episode on your podcast app of choice to discover how to lead client success teams more successfully.

Resources:

Kristi Faltorusso

ClientSuccess

Book Recommendation:

- Atomic Habits

Ted Blosser

WorkRamp