A Coaching Model for Customer Success: Mindsets and the Stages of Change
Customer Success teams are set up to foster and develop a mutually beneficial relationship between their company and the customers they work with. How can you assess where your customer is beyond their willingness to renew their contract? By understanding their emotional mindsets you can reorient your approach. This talk with go through the 'stages of changes' and relate them back to actions you can take to connect with your client in meaningful ways.
Speaker: Mimi Fernandez
Director, Customer Success - Beyond BookSmart
Mimi Fernandez has more than 20 years of experience in large corporations, global agencies, and leading non-profits. Mimi has worked in the healthcare, edu-tech, technology, consumer products, and clean energy industries.
Currently, she is Customer Success Director for Beyond BookSmart and WorkSmart Coaching. The company’s mission is to empower students and adults to improve their executive function skills by providing tools, strategies, and mentoring that lead to a lifetime of success, are more fulfilled, and contribute to a better world.
Mimi spent most of her career in New York City and now lives in Austin, TX.