#updateai #customersuccess #saas #business

Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell.

Timestamps

0:00 - Preview

1:20 - Josh forgets to record, Mickey joins Restaurant365

7:32 - Meet Kris

8:49 - Is having CS report to the CRO a good idea?

11:22 - Commisioning CSMs for retentions and upsells

14:14 - What does a CS Ops analyst do?

18:35 - Managing a team of 260 CSMs

21:10 - Ensuring customer enablement and engagement

25:00 - Kris rehired and outsourced work to former employees during Covid-19

30:05 - How does this outsourcing work at Restaurant365?

32:20 - Focus on Minimizing Customer Turnover and Payroll

35:00 - AI in CS

38:50 - Benchmarking customers against their competitors

42:00 - Closing

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠.