In this insightful episode, hosts Sean and Ibby sit down with Meaghan Kaplan from Cleo, an end-to-end caregiving platform, to discuss the intricacies of customer success and commercial operations in today's evolving business landscape. Meaghan, who oversees Cleo's commercial operations department, shares her unique perspective on building strong customer relationships and driving business growth through effective data utilization and cross-functional collaboration.

The conversation delves into the importance of asking the right questions to truly understand customer needs and pain points. Meaghan emphasizes that great customer success managers and salespeople are not afraid to ask probing questions, even if the answers may be uncomfortable. This approach builds trust and allows for more meaningful, value-driven interactions with clients. The discussion also touches on the challenges of information sharing within organizations and the need to find tools and processes that work best for each team's unique dynamics.

As the business world continues to evolve, Meaghan highlights the shifting focus towards ROI and the importance of adapting to changing customer bases. She shares insights on how Cleo has expanded from primarily serving employers to now working with health plans and other groups. The episode concludes with valuable advice on leveraging AI in customer success and the critical role of cross-functional collaboration in driving business growth. Whether you're in customer success, sales, or operations, this episode offers practical wisdom for navigating the complexities of modern business relationships. Tune in to gain actionable insights that can help elevate your customer-centric strategies.

https://hicleo.com/