{"id":3059,"date":"2024-08-05T08:56:39","date_gmt":"2024-08-05T15:56:39","guid":{"rendered":"https:\/\/us.wordcamp.org\/2024\/?post_type=wcb_session&#038;p=3059"},"modified":"2024-09-06T13:16:11","modified_gmt":"2024-09-06T20:16:11","slug":"building-a-customer-success-team","status":"publish","type":"wcb_session","link":"https:\/\/us.wordcamp.org\/2024\/session\/building-a-customer-success-team\/","title":{"rendered":"Building a Customer Success Team"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">In 2018, one of the early Customer Success Departments in WordPress was started with one person, added to a team of nine developers and support techs. This tenth employee was viewed with some skepticism and a \u201clet\u2019s see how it goes\u201d outlook.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Within the first month, that new hire started phoning new customers. And thus disrupted the way that plugin companies interact with their users.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From that first phone call in January 2018 to present day, customer success teams have influenced sales, and more importantly, satisfaction &#8211; resulting in less churn, great reviews, and customers who feel confident in using plugin software.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This talk will narrate the history of the triumphs, mistakes, and (sometimes) accidental steps and missteps that have taken them from one person with a phone to entire teams of change agents determined to help customers succeed.<\/p>\n\n\n<div class=\"wp-block-wordcamp-session-speakers\"><span class=\"wp-block-wordcamp-session-speakers__byline\">Presented by<\/span><span class=\"wp-block-wordcamp-session-speakers__name\"><a href=\"https:\/\/us.wordcamp.org\/2024\/speaker\/michelle-frechette\/\">Michelle Frechette<\/a><\/span><\/div>","protected":false},"excerpt":{"rendered":"<p>In 2018, one of the early Customer Success Departments in WordPress was started with one person, added to a team of nine developers and support techs. This tenth employee was viewed with some skepticism and a \u201clet\u2019s see how it goes\u201d outlook. Within the first month, that new hire started phoning new customers. And thus [&hellip;]<\/p>\n","protected":false},"author":13234268,"featured_media":0,"template":"","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"_wcpt_session_time":1726769700,"_wcpt_session_duration":2700,"_wcpt_session_type":"session","_wcpt_session_slides":"","_wcpt_session_video":"","_wcpt_speaker_id":[3043],"footnotes":""},"session_track":[49],"session_category":[],"class_list":["post-3059","wcb_session","type-wcb_session","status-publish","hentry","wcb_track-3-timbers"],"jetpack_sharing_enabled":true,"session_date_time":{"date":"19 September 2024","time":"11:15 am"},"session_speakers":[{"id":"3043","slug":"michelle-frechette","name":"Michelle Frechette","link":"https:\/\/us.wordcamp.org\/2024\/speaker\/michelle-frechette\/"}],"session_cats_rendered":null,"_links":{"self":[{"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/sessions\/3059","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/sessions"}],"about":[{"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/types\/wcb_session"}],"version-history":[{"count":5,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/sessions\/3059\/revisions"}],"predecessor-version":[{"id":10584,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/sessions\/3059\/revisions\/10584"}],"speakers":[{"embeddable":true,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/speakers\/3043"}],"author":[{"embeddable":true,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wporg\/v1\/users\/michelleames"}],"wp:attachment":[{"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/media?parent=3059"}],"wp:term":[{"taxonomy":"wcb_track","embeddable":true,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/session_track?post=3059"},{"taxonomy":"wcb_session_category","embeddable":true,"href":"https:\/\/us.wordcamp.org\/2024\/wp-json\/wp\/v2\/session_category?post=3059"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}