Today we're joined by Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who highlights the critical role of customer success teams in a company's overall growth strategy.
She believes that the customer success department is often the "forgotten child" in revenue operations, but reminds us how important it is for businesses - especially professional services firms - to protect existing revenue and grow existing accounts. Account expansion becomes easier when CS reps can articulate the value of their product or service. Daphne shares a few examples of CRMs and AI-powered solutions that enable CS teams to track and communicate value.
Other resources mentioned in the episode:
--> Daphne's podcast, This is Growth, and the corresponding newsletter
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About the Guest
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Daphne Costa Lopes | Global Director, Customer Success - Strategic Accounts and Solution Architecture
Daphne leads Customer Success for HubSpot‘s second largest region, alongside running This is Growth!, a content machine that helps CS Leaders build and scale their teams.
Over the last decade, Daphne has helped scale-ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR. |
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Harnessing the Voice of the Customer to Create a CX Strategy
Aligning Global Teams for Growth
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