Episode 25: How to Build Effective Customer Success Teams with Mark Berry

Here's what we talk about:

In the fintech industry, there is a constant push for innovation and motivation between different start-ups. To be able to compete in the market you have to consider not only the product that you are selling but also the customers’ needs.

In this episode, we invited Mark Berry, Director of Customer and Partner Success at Fintech OS to give his unique insight on how to build a customer centric team.

Mark is a customer success expert, and he talks about the need to gather & use data in order to help build deeper customer relationships. We move to discuss the importance of hitting the ground running with new clients, and the careful attention you must give to current clients as you scale both revenues & operations.   

This episode goes under-the-hood into aspects of creating a better client relationship

Key Discussion Topics

• Why customer retention is critical to your success
• How to use data as a means of understanding your customers
• The importance of aligning organisationally on customer success
• Methods used to continuously received meaningful customer feedback   

Quotes

“It’s about putting our customers in the position where we can say to them…we’re here for you, we’ll help you but equally you can build (your system) yourselves over the next few years.”- Mark Berry

“(On customer success) I think reading, taking inspiration from people who are doing the role and have been doing the role for a while is something we should do.” - Mark Berry

Links/Profiles

Mark Berry on Linkedin - https://uk.linkedin.com/in/markberry1

Fintech OS - https://fintechos.com/

 

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