Executive Digest June Edition
Snowflake’s Former CEO Says Customer Success Is Just a Fad
“Technology providers do not need distinct customer success organizations.” — Frank Slootman, Former Snowflake CEO
Thomas Lah , Executive Director and Executive VP at TSIA , provides a data-driven perspective on the debate surrounding the necessity of customer success organizations, sparked by Frank Slootman 's book Amp it Up. Slootman asserts that technology providers do not need distinct customer success organizations, a viewpoint that has stirred significant discussion in the industry.
Thomas highlights that while Slootman’s rationale for dismantling customer success departments is compelling, it may not be the optimal approach for all technology companies. TSIA's research indicates that most tech companies maintain customer success organizations to drive adoption and retention, suggesting that this practice is more than just a passing trend.
TSIA encourages technology leaders to assess their unique needs by considering several factors, such as resource allocation, customer demands, and the effectiveness of current processes. By leveraging TSIA’s insights and research, leaders can make informed decisions about the structure and necessity of customer success functions in their organizations.
Scaling Customer Success With AI: A Deep Dive With Microsoft
“AI may or may not replace my job, but it's definitely going to re-engineer my job.” —Thomas Lah, Executive Director and Executive Vice President TSIA
In a recent podcast episode , Thomas Lah welcomes David Judge , Partner and General Manager of Global Customer Success at Microsoft , to discuss the transformative impact of artificial intelligence on scaling customer success. Judge provides an insider's view on how AI technologies improve customer interactions and enhance Microsoft's operational efficiency.
Lah and Judge explore specific AI use cases from backend processes to customer-facing applications , highlighting Microsoft's strategic approach to integrating AI into daily operations. Judge shares compelling insights into the practical benefits of AI, including significant improvements in self-service capabilities and the reduction of operational friction.
Listeners will gain an understanding of how Microsoft's AI-driven tools empower customer success managers to deliver exceptional service, optimize workflow efficiencies, and drive meaningful business outcomes. This episode offers an in-depth look at how AI is revolutionizing customer success , and is essential listening for tech professionals seeking to understand AI's role in customer success, and business leaders looking to harness AI's potential.
Whether you're aiming to enhance customer interactions or streamline operations, these insights can help guide your AI implementation strategies.
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6 Ways AI Can Drive Revenue Growth: Actionable Insights from TSIA’s Webinar
"AI changes the amount of labor that you need in your workflows, including revenue generation workflows" —Thomas Lah, Executive Director and Executive Vice President TSIA
In today's competitive business landscape, organizations must leverage every opportunity to increase revenue , and AI is one of the most powerful tools for improving efficiency and effectiveness in various revenue-generation activities. TSIA’s own Thomas Lah recently hosted a webinar to explore six key areas where AI can drive revenue growth, offering insightful strategies and practical applications.
In this webinar, Lah highlights the potential of AI in offer creation, emphasizing how it can enhance the quality of offer definitions and features . He explains that AI-driven insights could significantly refine the development of new products and services, making them more appealing to potential customers.
Also covered is the importance of AI in lead generation, where it can help identify, create, and qualify sales leads more efficiently . Lah points out that AI tools could streamline the opportunity development process, helping businesses mature opportunities and improve close rates.
Additionally, Lah discusses the role of AI in expansion prioritization, and how it can be used to identify and improve the close rates of expansion opportunities with existing customers. He concludes that leveraging AI in these areas could drive significant revenue growth and keep organizations competitive in their evolving business landscape.
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