How to Make Customer Success a Discipline
Play • 25 min

In almost any corporate office you walk into, there’ll be some sort of propaganda claiming their dedication to customer service.

But real customer success comes from something deeper, more ingrained.

Tanya Strauss, Director of Customer Success Strategy & Operations at ServiceNow, joins Eric in this episode to discuss why CS should be a discipline in your organization — not just a poster on a wall.

Plus, they discuss…

- How to maintain great CS outside of the office

- Why CSMs should be more honest & proactive with customers

- Advice for people just getting into CS

For more info, check out or send a message to To hear other interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

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