Digital CS at Mega-Scale: VMware’s Approach

Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.

Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive team. If you’re unsure of whether or not your VOC program is working, this is a must-listen episode.

Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program.

With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s why in this episode of the Nuffsaid podcast, he explains his philosophy on how to build the best product possible.

Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.

Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should operate at scale.

Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with customers within a VOC program.

Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run.

VMware’s Meenu Agarwal runs one of the largest books of business in the world. As SVP of Customer Success at a company with a revenue of over $12B, more than 2,000 Customer Success team members around the globe, and 500,000 customers, Meenu understands what digital Customer Success should look like at mega-scale. In this episode, Meenu breaks down their 2022 goal of scaling Customer Success through innovative digital programs like VMware Customer Connect, Success 360™, and training channel partners.

Dan Ennis, the Manager of the US Scale Customer Success team at Monday.com, came on the Nuffsaid podcast this week to share how his team uses data in a highly sophisticated way to drive an effective Digitally-Led CS program. In this episode, Dan touches on everything from how to look beyond product usage data and into more useful trending data, what to avoid when building out a scaled model, how his team uses customer patterns to detect churn risk and expansion opportunities, and the avenues Monday.com’s Scaled function uses to collect and act upon Voice of Customer data.