As social distancing and remote interactions became the norm for the world overnight, organizations had to quickly pivot and transform the way they engaged with their community in order to survive. Universities, in particular, had to scramble to implement digital programs that transformed the way they recruited and encouraged student enrollment.
Prior to March 2020, Wisr’s business was focused on providing online community platforms for career services and alumni programming. With Covid and the new digital demand from universities, Wisr suddenly experienced explosive growth, growing by almost 4x. In order to meet the new demand, they had to scale operations - building a CS team from scratch defining a customer journey, implementing a Customer Success platform and building out processes and customer experiences needed to scale - in a matter of weeks.
Over the course of the last year, Wisr’s Customer Success model has matured extensively - including implementing a tiered coverage model (which includes a digital strategy), customer enablement programs, a menu of professional services, and more, enabling them to continue supporting their exponential growth in customers and revenue without growing their Customer Success resources.
Join Christine Vienna Knific, VP of Customer Success at Wisr on Thursday, March 4th at 11 AMPT/2 PM ET to learn the steps she took to build a CS team, implement a platform and build process and customer experiences that were scalable.
What you will learn:
- How to build a CS team from scratch
- The most important factors to consider when creating Customer Success operations at scale
- Important factors when defining your Customer Journey
- How to mature your CS model through digital approaches