Everything changes when everything changes - so how the hell do you navigate the changing change? In customer success there are varying speeds at which change is occurring. Whether you're moving your Solutions Engineers to your Customer Success Organization (nice call out in the episode, Dave!), building a consulting arm or solidifying the strategic long term direction of your customer success managers or anything/everything in between there's likely a lot going on in your world.
So how do you realize the desired state from all of your changes? I sat down with two colossal voices in the field, Dave Duke (Co-Founder & Chief Customer Officer at MetaCX) and Kristi Faltorusso (Vice President of Customer Success at BetterCloud) to learn how change has played a role in their successes. Below are the guiding questions that shaped the discussion.