Switching From Reactive to Proactive CS

In this episode, our host Anika Zubair chats with the inspiring Kristi Faltorusso, VP of Customer Success at IntelliShift, on switching from a reactive to proactive CS.

When establishing their CS team, many organizations start with a reactive business strategy, responding to unanticipated issues only after it occurs. Shifting the mindset to a proactive strategy can enable the team to anticipate those issues, therefore eliminating the problems before they appear. So, how do you make that shift from firefighting churn to a lean and mean proactive CS machine?