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Building CS from scratch with Maranda Dziekonski, Chief Customer Officer at Swiftly
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This episode of CS No BS features an interview with Maranda Dziekonski, Chief Customer Officer at Swiftly. Swiftly, the first Connected Transit Platform, helps transit agencies improve their service reliability, passenger information, and operational efficiency.
Maranda is a ground-up builder and leader with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.
In this episode, Maranda discusses the importance of finding your inner voice and advocating for yourself, the benefits of geeking out on standard operating procedures, and the best way to build a CS team from scratch.
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Guest Quote:
“If I'm a leader going in and I'm building out CS from scratch, I'm going to want to understand, what type of CS do I need to build out in order to be able to enable and empower my customers and my teams to be successful and then drive a successful business outcome. So I urge folks to stop going out googling and trying to plug and play stuff. I see it happening a lot and you're hurting yourself. Yes. Some of the things may work, but the reality is, is businesses are unique and require different types of activities to solve the problems you're trying to solve. Once you get that understanding of what type of customer success, I like to center myself with some problem statements . So what are the problems that I have right now that I need to solve?” - Maranda Dziekonski
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Timestamp Topics:
*(04:53) Marand’s first role in Customer Success
*(09:57) The first steps of launching any CS initiative
*(17:07) Finding your inner voice
*(21:56) Advice for building a CS team from scratch
*(29:40) Maranda’s biggest challenges
*(33:18) What would Maranda do differently
*(40:00) 3 Key Must-Do’s
*(41:08) Quick Hits
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Sponsor:
This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry’s only Composable Customer Success Platform. Start for free at Totango.com.
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Links:
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