Tags:  Customer Success, Culture, Customer Success Hiring
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About David Sakamoto

David Sakamoto is the Head of Customer Success for the Americas at Cisco.

Enabling customer success when the whole world is your audience

When a giant multinational conglomerate specializing in hardware and high tech enters the Saas business, things massively change. The center of all the change is the customer — new processes, touchpoints, and the need for a unified experience.

David Sakamoto joins us to talk about:

  • How Cisco delivers customer success at scale
  • Segmenting customers when the world is your audience
  • Lessons smaller businesses can apply from Cisco’s customer success philosophy
  • Why culture needs to be at the forefront of the change, and
  • The most important trait needed in a customer success candidate

Listener notes

[02.00] -- Customer Success is a system of delivering value
[03.43] -- Integration of the processes
[04.25] -- The cultural mindset is the most important in driving the change
[05.13] -- Transition from a hardware company to Saas focussed
[07.55] -- Segmenting customers, and giving them the same experience
[11.28] -- Learnings for smaller businesses from Cisco
[11.54] -- All customer success teams have the same level of commonality
[14.25] -- The “Just Listen” guide to handling difficult customers
[18.40] -- Hiring for customer success when your teams grows by 100 people in half a year
[22.10] -- Farm don’t hunt
[22.10] -- Gainsight’s book on customer success

Why we built Mind the Gap

Mind The Gap is brought to you by the team at Freshchat. We start conversations with experts and hustlers on growth, marketing, and customer experience to identify gaps in these domains and tips on how to close them. Write to us at mindthegap@freshchat.com or send us a message with your feedback and any suggestion you have on topics or guests.

Meet our host

Abishek Murthy

Head of Product Marketing, Freshchat

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