From Good to Great: Elevating Your CSM Customer Conversations with AI

CSM Practice - The Customer Success Podcast

Join Irit Eizips in a captivating conversation with Amanda Schmidt, Senior Vice President of Customer Success at PandaDoc. Discover the impactful role of AI in enhancing customer communication, and how PandaDoc's integration of AI tools like Ox led to a 40-point increase in their NPS score within a year.
In this episode, you'll gain insights on:

• PandaDoc's AI-Driven Customer Success: How AI tools like Ox revolutionized their approach.
• Creating a Customer-Centric Team: Strategies for fostering a customer-focused culture.
• The Power of AI in CSM: AI's role in enhancing team efficiency and customer interaction.

Ideal for both seasoned professionals and those new to customer success, this podcast offers practical tips and valuable insights.
For a deeper understanding and more strategies, watch the full discussion here:
Watch Full Video
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Additional Resources:
📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3P9EzMj
📑 Blog: The Magic of Cross-Functional Communication in Customer Success
https://bit.ly/3SZfzIH
🎥 Video: Importance of Customer COMMUNICATION for CUSTOMER SUCCESS
https://bit.ly/3Tlh0Sf
⏬ Download Infographics: Handling Code Red Customer Situations
https://bit.ly/42Zo5vQ

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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Luvut

1. Intro (00:00:00)

2. CS Background (00:00:33)

3. Working at Pandadoc (00:02:38)

4. Team size (00:03:28)

5. Customer Communication (00:08:14)

6. Framework (00:09:47)

7. Teams Using Ox (00:15:57)

8. Impact (00:24:13)

9. Larger Investment Team (00:26:01)