As Zuora grew quickly and scaled big, they became increasingly disconnected from their customers. CEO Tien Tzuo describes how he and his team set out to redefine their vision and mission to be more customer-centric. In doing so, Zuora created their customer success blueprint.
Watch this 20-minute video from Customer Success Summit 2014 as Tien explains how they tested and established a 9 key framework for Zuora's services. This helped align the entire organization – every department – in how they interacted with their customers. The result? Customer satisfaction increased and churn reduced.
Do you know your customer success blueprint? Watch now.
RecordedApr 1 201421 mins
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