Building CS from scratch

Need to build your CS team and system from the ground up? Learn how to ask the right questions and prepare properly to set your team up for success and drive real impact.

Maranda Dziekonski, Chief Customer Officer, Swiftly

Maranda oversees the customer success department at Swiftly, the first Connected Transit Platform, which helps transit agencies improve their service reliability, passenger information, and operational efficiency. She is a ground-up builder and leader with a passion for setting up the right teams, systems, processes, and overall infrastructure to take both the team and the company to the next level.

If I'm a leader going in and I'm building out CS from scratch, I'm going to want to understand, what type of CS do I need to build out in order to be able to enable and empower my customers and my teams to be successful and then drive a successful business outcome? So I urge folks to stop going out Googling and trying to plug and play stuff. I see it happening a lot and you're hurting yourself. Yes, some of the things may work but the reality is businesses are unique and require different types of activities to solve the problems you're trying to solve. Once you get that understanding of what type of customer success, I like to center myself with some problem statements. So what are the problems that I have right now that I need to solve? - Maranda Dziekonski

Timestamp Topics

(04:53) Maranda’s first role in customer success

(09:57) The first steps of launching any CS initiative 

(17:07) Finding your inner voice 

(21:56) Advice for building a CS team from scratch 

(29:40) Maranda’s biggest challenges 

(33:18) What would Maranda do differently

(40:00) 3 key must-do’s 

(41:08) Quick hits 

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