A recent study found that COVID-19 has accelerated the adoption of digitization of customer interactions by several years. Michelle MacCarthy, Global Head of Customer Success at Unit4, believes these changes are here to stay and companies must adapt by building online customer communities.
These communities allow for large organizations to collaborate with others in the industry on a peer-to-peer level and helps with accessibility to information sharing. Communities can be grouped by industry or by the service they are currently employing. Join Michelle and me as we discuss customer communities and why organizations should get started now.
Michelle MacCarthy is the Global Head of Customer Success at Unit4. Over the past 17 years, Michelle has worked in B2C marketing within the retail and not-for-profit space, and the B2B SaaS and tech space leading global Customer Success organizations. Michelle has helped to build and scale the customer success function and evangelize a customer-first mindset through complex transformations.
Michelle has been equal parts “boots on the ground” in implementing game-changing tools like Gainsight and new programmatic approaches to measuring customer health and driving growth and retention, as well as strategic in amplifying voice-of-the-customer and building teams and culture that are set up to win.
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