Latest Episode - Why Customer Retention Is a Team Sport

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Why Customer Retention Is a Team Sport

Kevin Lau
November 15, 2023

For a long time, customer retention was viewed as CS’ singlehanded responsibility. After all, isn’t that their job? But Kevin Lau, Senior Director of Global Customer Engagement at F5, believes retention is a team sport. Marketing, sales, and CS should come together to create better customer experiences. In this episode, Kevin dishes on why he believes marketing can help CS, why onboarding is a key part of retention, and how to determine the proper swim lanes when multiple teams are involved in ensuring customers are successful.

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