E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
Episode description
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.
In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.
We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.