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Prioritizing Customer Success in the Zero to One Journey w/ Jarvis Harris
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In this episode of Scale Tale: The Customer Success Podcast, our host Mausmi Ambastha is joined by a very special guest - Jarvis Harris, Chief Customer Officer at ScholarPath. Jarvis presents a strategic framework consisting of five essential steps for early-stage start-ups to emphasize customer success, even in the face of limited budgets, resources, and time constraints.
1. Creating a charter
2. Figuring out the ideal customer profile
3. Starting onboarding
4. Focusing on personas within onboarding, and
5. Putting together CSM requirements.
These steps are designed to optimize resource allocation, streamline customer activation, and improve communication, ultimately placing the customer at the core of the process. By implementing this framework, start-ups can establish a solid foundation that fosters future growth.
Here's a quick summary of Mausmi and Jarvis' discussion:
- Establishing a charter and defining an ICP in early-stage start-ups
- Creating a repeatable process to drive value for customers
- Successful onboarding equals retention and partnership
- Persona mapping to drive adoption and scalability
- Driver Dreamer Doer
- Mapping KPIs to fit customer needs
ABOUT JARVIS
Jarvis is the Chief Customer Officer at ScholarPath, which is an education platform designed to help high school students pursue a future true to their talents and passions. From the year 2010 through the current day, Jarvis has taken on roles in CS from management consulting all the way up to Chief Customer Officer. Jarvis continues to do wonderful things personally and professionally as he currently works, mentors, and consults while running his consulting company, The Jarvis Group, which focuses on customer success and digital transformation services.
Connect with Jarvis on LinkedIn 👉 https://www.linkedin.com/in/jarvishar...
Jarvis is also offering a CSM Bootcamp for Customer Success Managers and CS Leaders, for more information, check out this link 👉 http://www.StrategEASEinc.com/bootcamp
Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/
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