LEARN with Jon Herstein, Chief Customer Officer, Box (Ep. 6)

“In SaaS, switching costs are much easier. And so there's a lot more worth that has to happen on the customer success side too, again, ensure value high, high-value use cases, etc. So a lot of what we do is focus on doing our best to measure customer health. And you can think of health from a vendor's perspective as a value from a customer's perspective. So if I believe, you as a customer, are deriving great value from Box, I will give you a high health score. If I think you're not deriving great value, you will have a low health score. So the battle for us is less about, we've gotta fend off these competitors all the time. Really, if you think about it proactively, our job is just to deliver as much value as we possibly can.”

Tune in to hear Jon discuss:

• His three-part framework for an effective CS program
• The importance of positioning yourself as part of the product ecosystem for customers
• How to scale CS and pivot to an automated-first system

Discover how customer success teams can create a remarkable customer journey, driving real business value and solving crucial business challenges.