Spotlight by CS in Focus

Ep 9: From Data to Decisions: Derek Vollebregt on Shaping Customer Success

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In this conversation, Derek Vollebregt, VP of Customer Success at iLobby, shares his background and journey into customer success.


Takeaways

  • Create meaningful moments that matter in customer relationships.
  • Ensure data integrity for effective decision-making.
  • Embrace the global experience and cultural differences in leadership.
  • Transitioning into customer success requires learning the lingo and frameworks.
  • Adapt playbooks to fit the unique needs of each organization.
  • Focus on adding value in customer meetings. CS is a crucial field that impacts various industries and sectors.
  • To succeed in CS, it is important to have technical skills, problem-solving abilities, and a strong work ethic.
  • Continuous learning is essential in CS due to the rapid advancements in technology.


    • For those entering Customer Success, being prepared, proactive, and showing genuine interest in the field and the company can make a candidate stand out.


    Chapters

    00:00 Introduction and Background

    02:00 Early Experiences and Traveling Abroad

    04:01 Work Philosophy and Leadership

    06:01 Moments That Matter in Customer Relationships

    09:26 Delivering Digital Customer Success at Scale and Leveraging AI

    14:05 Data Integrity and its Importance

    19:49 Building Relationships and the Impact of Global Experience

    23:01 Transitioning into CS and Stepping Up as a Leader

    26:10 The Value of In-Person Meetings and Understanding Customer Operations

    29:27 Adapting Playbooks and Continuous Learning

    37:19 Adding Value in Customer Meetings

    01:30 The Importance of Customer Success

    10:45 Skills and Qualities for Success in Customer Success

    20:15 The Role of Continuous Learning

    30:00 The Impact of Customer Success on Society

    41:21 Advice for Those Entering Customer Success


    Connect with Derek Vollebregt on LinkedIn: https://www.linkedin.com/in/derekvollebregt/

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