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AI, Customer Success, and the Blurring Lines of Services
Learn how leaders can maximize customer value and business growth in 2025 and beyond.
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Overview
Challenges
Summary
Key takeaways
AI-Driven Efficiency:
Technology services can leverage AI to reduce project timelines and costs, making them more appealing to customers.
Onboarding as a Critical Phase:
Successful onboarding is crucial for long-term customer satisfaction, significantly influencing the likelihood of contract renewal or churn.
Addressing Handoffs:
AI can streamline the transition from sales to services by automating documentation and ensuring continuity of customer insights.
Emerging Roles and Blurred Lines:
The roles of customer success and professional services are merging as AI empowers team members to take on diverse responsibilities.
Value Realization Focus:
Future service delivery will prioritize measuring business outcomes to ensure direct correlation between software capabilities and customer value gains.
Podcast speakers
Thomas Lah
Executive Director and Executive VP, TSIA
Srikrishnan Ganesan
CEO and Co-Founder, RocketLane
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