Leveraging technology to balance scale & personalization [VIDEO]

Thank you for choosing to read my article on leveraging technology to balance scale and personalization. My name’s Mary Poppen, I’m the Chief Customer Officer at Glint, now part of the LinkedIn family.

Building out a world-class customer success team can be tricky. How do you know the number of people you need? At what point should you tackle customer success enablement? What key components should you focus on?

For growing businesses, offering customer success at scale can pose a real challenge. At Intercom, we found ourselves in exactly this position and it started to cost us in terms of becoming outnumbered and dropping the ball with our customers.