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The World Ain’t All Sunshine and Rainbows featuring Kristi Faltorusso

Released on MAY 19, 2023

Creed II was the 2018 installment of the Rocky “legacyquel” and in this moment, Rocky is about to take Adonis Creed to the middle of nowhere to begin training for his rematch against Viktor Drago. Because the variables have changed, Rocky knows that Adonis needs to make big changes to achieve the success he’s grown accustomed to.

Kristi Faltorusso is an award-winning Customer Success Executive, and she has watched Client and Customer Success teams around the world (and on her own team) shrink – yet the needs of customers remain as high as ever. It led her to ask, “How do you do the work you need to do differently with the resources you have?” She’s decided it’s about making big changes in how CSMs operate.

We discuss:

  • The role of Customer Success in an organization
  • Why she hates the phrase “Do more with less”
  • 3 strategies for supporting customers with a smaller team
  • o Customer Community / Education
  • o Incorporating Automation / Creative Thinking
  • o Reassessing Roles and Skills of Existing Team Members
  • The biggest skill CSMs (Customer Success Managers) need to master
  • A shocking admission from Kristi and what she plans to do about it

Connect with Kristi on LinkedIn

Keeping CS Simple

Kristi's website

Music courtesy of Big Red Horse