Anchoring Your CS Operations With Strategy and Data (w/ Tom Lawler of Elastic)

To implement a great strategy, you need to continuously optimize, and data can make optimization much more effective and straightforward. 

Tom Lawler, Sr. Director of RevOps at Elastic, joins the show to discuss how leveraging data can enhance CS strategies. He offers insights on using data to streamline C-Suite discussions, boost influence, foster cross-departmental collaboration, and more.

About Tom:

Internationally experienced Customer Success Manager with a demonstrated history of working in the information technology and services industry. Strong consulting professional skilled in Contract renewals, Customer Service, Data Analysis, Business Development, and Marketing Strategy.

Guest Quote:

“If CS professionals want to increase their influence within the business, it’s problem-solving. It’s doing what you do for the customer, but internally…If you’ve identified an issue or problem, have a solution, communicate that to the right people, and that’s the way you start to build influence, is to start to engage not just with your customers but with internal issues as well.”

Timestamps:

*(01:00) - Tom’s journey from CS to RevOps

*(03:10) - Managing Complexity in Customer Success

*(06:00) - Strategies for enhancing pre-sales and post-sales synergy

*(09:00) - Effective Sales Enablement and Strategy Alignment

*(15:10) - Advice for measuring success and impact

*(20:20) - Cross-functional collaboration

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Links:

• Connect with Taylor Johnston on LinkedIn
• Connect with Tom Lawler on LinkedIn
• Learn more about Vitally
• Complete our season 1 survey