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Welcome to Scale Your Sales weekly Monday 12 midnight GMT podcast, No 8. of 42 Best Podcast For Every Sales Professional 2020. Dedicated to learning from amazing experts and influencers to help you on your journey to Scale Your Sales. A show created for B2B executives, sales leaders, key account managers and customer serving professionals, to engage with lively conversations on customer experiences, strategic revenue growth and modern sales know-how.

I am Janice B Gordon, the Customer Growth Expert. Sales is not a function of the business; sales are the primary outcome of the business and marketing is a part of this sales process rather than the other way around. What is critical to a productive business is how the customer experiences the sales process and what outcomes the customer requires from the sale. The more focused you are on the customer outcome the more productive your sales process. More on Scale Your Sales website.

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  2. #263 Emma Lo - Advancing Customer Success and Leveraging AI in Sales

#263 Emma Lo - Advancing Customer Success and Leveraging AI in Sales

Oct 14, 2024

In this weeks’ Scale Your Sales Podcast episode, my guest is Emma Lo

Emma is a revenue and customer experience leader with over 13 years in tech and e-commerce, driving $35MM in revenue. She specializes in driving customer success and revenue growth for SaaS startups, boosting customer retention. Currently, she is running Canada’s Customer Success community called CS in Focus. Her expertise aligns with our focus on accelerating sales and achieving outstanding customer outcomes.

In today’s episode of Scale Your Sales podcast, we have an insightful conversation with Emma Lo, where she has driven $35 million in revenue. She shares her career journey from cancer research to customer success. In this episode, we explore the evolving landscape of customer success, including the role of AI, digital touchpoints, customer advisory boards, and the importance of aligning customer goals with business strategies. Emma also highlights the pursuit of personalized customer experiences at scale.

Welcome to Scale Your Sales Podcast, Emma Lo.

 

Timestamps:

00:00 Advancing Customer Success and Leveraging AI in Sales

04:24 AI bots are increasingly integrated in SaaS tools.

07:32 Effective data management is crucial in digital CS.

11:44 Lacking detailed attendee insights at major event.

14:50 Customer-focused advisory board ensures joint success.

19:40 Customer involvement crucial for innovation and creation.

20:52 CSM Focus: Canadian nonprofit community supporting customer success.

25:19 Expert knowledge shared on CS advancements and goals.

 

https://www.linkedin.com/in/emma-lo/

https://www.instagram.com/csinfocus/

 

Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.

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