In the world of business, the concept of customer happiness has long been regarded as the holy grail.  Damien, CCO at Nimbello, argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers' objectives.

Tune in to learn how you can maintain control of your customers and deliver exceptional value while ensuring the success of the customer's overall experience.

Episode Highlights
- STO framework for customer segmentation
- Tailoring programs to deliver value and maintain customer attention
- Value of maintaining active hygiene in customer interactions
- Celebrating the efforts of customer success
- Maintaining control as a CSM and understanding the customer experience
- Creating a playbook for the team and using the STO framework
- The challenge of identifying customer contacts


 Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success.

"The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley 

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