In part two of this interview, Squelch and Irene explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

From Squelch’s Influential Women in CX interview series. In part one, Irene shares how she became involved in customer success and where she’s currently focusing her talents. Irene also discusses the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization.

“Relationships must be formed and nurtured before customers can be mobilized as spokespersons for your brand. According to Irene Lefton, CS Expert and Thought Leader, ‘A major shift within an organization to become customer-centric is necessary before you will be able to leverage them into sustainable lifetime value and future revenue.’”