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Thinking of Customer Success as a Discipline

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.

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