Renee Rooney, speaker at Customer Success Festival Sydney 2023

September 27, 2023

Video Transcript

Speaker: Renee Rooney, Head of Growth & Customer Success, LiteracyPlanet

Renee Rooney: Hi, everyone. My name is Renee Rooney. I am the Head of Growth and Customer Success at LiteracyPlanet. I've been a customer advocate for many, many years. having worked in various industries but mostly tech.

Renee Rooney: At the Customer Success Festival. I'm going to be talking about how to nurture customer advocates using hyper personalization and proving ROI using effective metric tracking.

Renee Rooney: I would say the biggest challenge facing customer success team today is ROI. We need to be able to demonstrate the value of our work to our stakeholders and that can be difficult. It is essential though if we can't prove our worth, we're not going to be able to get the resources, we need to be successful. I guess another challenge is scaling in an efficient and effective way. As our customer bases grow, we need to be able to keep up. That means finding ways to automate tasks and workflows and collaborate effectively with other teams. So, part of what I've been talking about is customer advocacy and really driving those advocates for your organization for your business and then measuring and tracking that that will be one of the, the ways of helping solve that problem.

Renee Rooney: Attending events like the Customer Success Festival helps us remember that we're all in this together, regardless of industry, we all face the same challenges. This the festival is a wonderful place to connect with like-minded professionals. If you share the stories and experiences and learn from each other, I guess another reason to attend events like this is to stay up to date on latest trends and best practices. The customer success landscape is certainly constantly changing. We need to make sure that we're keeping up. Not only that, it's also a great way to network and build new relationships with other people in in the field.

Renee Rooney: Finally, my number one customer success tip is to understand what problem your customer is trying to solve by using your product or service. Once you understand their problem, you can tailor your approach to helping them achieve their goals. It's really important to be proactive as well. Don't wait for customers to come to you with problems, reach out to them regularly and see how they're doing and see if there's anything that you can do to help them succeed.

Produced with Vocal Video