I have not liked the other episodes of this show, but this one is good

Episode 4: (B2B) Caeli Collins, VP Customer Success & Support Panzura
Key Insights o First, no relation to our previous guest :) o Their attrition is super low ~2% (TSIA says average is about 15%). They have built a collaborative culture in support e.g., Level 3 people do not own cases,a they just help other folks close theirs. o Panzura NPS is 82! Average for tech industry is around 21. One of th o One interesting metric that Caeli does NOT keep track of is time-to-close. She explains why in the podcast. Caeli also keeps track of this unique metric (which I haven’

* duration: 44:43, Played: 29:24

* Published: 3/19/19 5:27:27 PM

* Episode Download link (83 MB): https://nu.federati.net/url/223634

* Show Notes: https://nu.federati.net/url/223635

* Episode feed: The Customer Support Podcast - https://anchor.fm/s/9338994/podcast/rss