Mastering the art of customer success management with LinkedIn's Erika Tabacniks
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - A podcast by Zendesk: Customer Service Software & Sales CRM
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In this episode, we’re joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive and effective customer success team by harnessing the power of AI and fostering a culture of continuous learning and empathy.
Key Takeaways:
(02:32) Erika defines her pivotal role and responsibilities within customer success
management at LinkedIn.
(05:55) Using AI to keep customers engaged and drive long-term loyalty.
(11:25) The importance of personalized messaging and AI in user communication.
(17:12) The necessity of open communication for team support and mental health.
(18:42) Strategies for fostering a learning culture within customer success teams.
(19:38) Erika's techniques for encouraging a healthy work-life balance.
(21:02) Boosting morale by recognizing and appreciating team efforts.
(23:36) Proactively using data and AI to address customer needs and preferences.
(24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai.
Resources Mentioned:
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#CX #CustomerService #CustomerExperience
