Double digits of Customer Success professionals and enthusiasts gathered at St John’s Innovation Centre this month, eager to dig into an interactive session in high impact Customer Success.
We were delighted to host Emilie Bastrup, Co-Founder of Debunked, who brought a wealth of hard-won experience from her extensive background in Sales and Customer Success. Emilie has established herself as a proven and trusted Customer-Led Growth Advisor to B2B tech scale-ups.
What separates good from high impact
Organisations, AI, and humans are all complex; but humans are perhaps the most unpredictable. We respond differently to situations, bring different strengths, and yes, different weaknesses. What makes the human element essential to successful customer success, though, is our capacity to adapt: choosing the right approach, tone, persona and sometimes even person for each situation and customer outcome, grounded in genuine empathy.
Emilie’s interactive session introduced her Four Profile Model, a framework for identifying the core profiles that CS teams need to embrace to truly deliver high impact and align on customer outcomes.
The audience was deeply engaged, sharing examples of how these profiles show up in their own roles and debating which profile (s) dominates their current CS models. There was also a range of thoughts, experiences and learnings on what role AI can play in each of the four profiles Emilie outlined.
A great evening, followed by networking and an array of refreshments.
Want to learn more?
Curious about Emilie’s Four Profile Model? Check out her YouTube channel or connect with her on LinkedIn for deeper insights.
Join us next time
If you work in Customer Success, customer-facing roles, or are considering a move into CS, the Cambridge Customer Success Meetup is a great place to belong. We’d love to see you at the next event.
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