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Running Through Walls

Running Through Walls is a Venrock podcast featuring candid conversations between investors and entrepreneurs. Each episode, we offer a behind-the-scenes look at the breakthroughs, challenges and nuttiness associated with building and growing companies. Venture capital firm Venrock has been investing in entrepreneurs across technology and healthcare since 1969.
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Now displaying: June, 2020
Jun 17, 2020

Allison Pickens, former COO at Gainsight and co-author of “The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift” joins Venrock Partner Brian Ascher to discuss the new and increasingly important function of customer success for SaaS companies. They discuss how customer success differs from customer support, how working with customers has evolved, what startups should consider when making their first customer success hires, and common mistakes companies make when rolling out new programs. Recorded pre-pandemic, Pickens also shares how startups can make sure all functions are working together to support customer success with several examples that are relevant in today’s remote working environment.

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