What if a “ticket” isn’t a ticket at all, but an engagement where both sides own the outcome? We sit down with Greg Skirving to unpack how customer champions transform support from reactive break fix to a partnership that moves faster, learns faster, and pays off across the business.
Greg has lived every stage of the customer journey—sales, implementation, and support—so he brings a pragmatic lens to what works. We dig into the two traits that define a true champion—willingness and capability—and the concrete practices that build both: targeted training, version discipline, spare and hot-swappable parts, and clear runbooks. You’ll hear how Greg’s “Our Most Successful Customers Do This” handoff reframes expectations, sets troubleshooting ground rules early, and empowers customers to handle tier one and two issues confidently.
We also talk about the signals champions surface for customer success and product: emerging use cases, recurring failure modes, and real-world constraints that drive smarter roadmaps. Expect a candid look at metrics, too. When champions grow, ticket volume falls while complexity rises—TTR can increase even as overall outcomes improve. Learn how to tell that story to your leadership and why it matters in an AI-augmented queue.
If you want fewer how-to tickets, faster resolution on the hard stuff, and a stronger renewal story, this conversation is your playbook. Subscribe, share with your team, and leave a review with your best champion win or question—we’ll feature our favorites in a future episode.