Customer success isn’t just a department, especially in subscription businesses.
In this episode, Rebecca Kalogeris, VP of marketing for Pragmatic Institute, interviews Kirsten Butzow, senior VP of customer operations at Houghton Mifflin Harcourt, who explains why companies have to earn their customers business on a regular basis and how to do it.
They discuss that even know the product team understands the market problems, it’s the customer success team that will reveal whether or not the product team hit the mark. They also outline the natural checkpoints along the way to know if the organization is staying grounded in the problems and personas.
The Pragmatic Editorial Team comprises a diverse team of writers, researchers, and subject matter experts. We are trained to share Pragmatic Institute’s insights and useful information to guide product, data, and design professionals on their career development journeys. Pragmatic Institute is the global leader in Product, Data, and Design training and certification programs for working professionals. Since 1993, we’ve issued over 250,000 product management and product marketing certifications to professionals at companies around the globe. For questions or inquiries, please contact [email protected].
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