Introduction
Immerse yourself in the world of genuine customer connections with Sara Arecco, Head of Customer Success at Antavo. Sara shares invaluable insights on the importance of building connections with the people behind each account, the parallels between managing customer success and managing people, and the crucial role of a good product in achieving true customer success.
Sara Arecco - Head of Customer Success Antavo
- Behind every customer there are people with a personality, a life and thoughts. If you forget to build a genuine connection with the people behind one account, churn is a matter of when, not a matter of if.
Managing customer success and managing people are very similar sciences: for both you need to understand who is in front of you, what they respond to, what drives them and what they need - Without a good product, CS stops standing for Customer Success and starts becoming Crazy Saviors always acting in firefighting mode
Fact is CS is not a Cheat Sheet either for companies, as Customer Success can only happen when the whole company is committed to the success of their customers - CSMs act as the bridge between customer and product company need to be able to speak multiple languages: one that works with customers, one that works with management, one that works with product, one that works with support, etc etc
If you can’t communicate in the same language, chances for miscommunication are infinite and that’s how you get to churn once again
About Sara
As a firm believer in innovation as a driver to achieve better results, I couldn’t do anything else but Customer Success. Helping our clients succeed by enhancing their use of our platform and brainstorming about new marketing strategies is my passion. This, together with having built a team of strong, motivated professionals that strive to improve Customer Experience and client outcomes is what makes every day at Antavo Loyalty Cloud interesting, satisfying and unique.
About Company
Antavo is a Loyalty Cloud, providing best-in-class technology to manage experience-based, paid, and lifestyle loyalty programs online, in-store, or on mobile. Antavo’s no-code, API-centric platform makes the loyalty program experience fully customizable and empowers loyalty and marketing teams to run their program internally, without IT help. Antavo invests 60% of its revenue into its product and issues quarterly product releases. Antavo is a pure-play loyalty technology vendor recognized by Forrester, Gartner, Loyalty360, and is the preferred choice for loyalty consultants, agencies, and system integrators all over the world. Antavo empowers clients like KFC, Benefit Cosmetics, La Cage, Kathmandu, Luisaviaroma and BrewDog, as well as global businesses in the travel, pharma and fashion industries.