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New Year, New Success - Kristi Faltorusso on Customer Success Strategy
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E7: New Year, New Success: Kristi Faltorusso on Customer Success Strategy
In this episode of Your Customer, Your Success, host Gary Marra sits down with Kristi Faltorusso, Chief Customer Officer at ClientSuccess and a Top 25 thought leader in the customer success industry. With over 13 years of experience, Kristi has built and transformed world-class customer success teams. She shares her expert insights into the evolving role of CS, the recent challenges in the industry, and thoughts on moving forward.
From leveraging AI and data to designing scalable strategies, Kristi explains how organizations can position themselves for success in 2025 and beyond. Whether you're a CS leader, a curious professional, or someone looking to refine your customer management approach, this episode is oozing with actionable advice and great discussion. Gary challenges Kristi during "Does it Hold Water?" with a conflicting opinion from Sales Teams, and Chip Shots features great advice and suggestions from Kristi.
What You’ll Learn in This Episode:
- The Fundamentals of Customer Success: What it is, why it matters, and how it differs from customer support.
- The Role of the Customer Success Manager (CSM): Insights into their responsibilities as orchestrators of customer success.
- Kristi’s Fitness Analogy for Customer Success: How achieving customer goals is like working with a personal trainer at the gym.
- Key Challenges in 2024 and How to Tackle 2025: Kristi’s analysis of market shifts, innovation, and customer expectations.
- The Importance of Ideal Customer Profiles (ICP): How to design an ICP that ensures customer success and minimizes effort.
- Metrics That Matter: Kristi’s approach to avoiding “metrics myopia” and focusing on what truly impacts customer outcomes.
- Success Probability Score: A framework Kristi developed to predict and improve customer outcomes.
Additional Resources:
- Connect with Kristi on LinkedIn: [Kristi Faltorusso](https://www.linkedin.com/in/kristifaltorusso)
- Visit Kristi’s website: [KristiFaltorusso.com](https://www.kristifaltorusso.com)
- Check out Kristi’s podcasts: She’s So Suite, CS and BS Unchurned, and Customer Success Hotline
- Book Mentioned: Atomic Habits by James Clear
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**Join the Conversation:**
What strategies are you using to improve customer success in 2025? Share your thoughts and connect with us on social media!
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