Ops Stories #10: Exploring Customer Success and Mapping Customer Journeys

Welcome to Ops Stories #10!

Each month, we put our heads together to dive into an operational challenge presented to us by one of our community members. The format is simple and informal: we sit around the table with food/drink in hand, the topic host introduces their topic, and for the next couple of hours, we discuss.

This time, Emily Skinstad, Operations Manager at Techstars, brings a topic of Customer Success.

A rather new concept flown over to us from the U.S. it's become a hot topic in many start-ups where the culture is more an more based around experience, branding, storytelling and making the customer feel like they are king.

This session will take a deep dive into:

• What is Customer Success?

• How/ why it is growing in popularity?

• Techstars use case

• What processes are people using, bring your own examples

• What metrics do CS teams track?

• Mapping customer journeys

• Customer effort score

Keep in mind:

• This is a roundtable-style discussion with your fellow ops people

• Spaces are limited to 12 people to ensure an effective conversation

• Ticket price includes snacks and drinks

Agenda:

7:30 - 8:00 - arrive

8:00 - 9:30 - roundtable discussion

Wrap up at 9:30 on the dot.

See you there!