The CS Playbook Is Broken: Change Management in the AI Era with Tom Ronen

<p><strong>Join RevUP VIP: </strong><a href="https://bit.ly/45Bb9yz" target="_blank" rel="noopener noreferer"><strong>https://bit.ly/45Bb9yz</strong></a></p><p><br></p><p>In this episode, Tom Ronen, VP of Customer Success at Harvey, shares insights on how AI is transforming customer success, the importance of the human element, and how to adapt playbooks for the AI era. Discover strategies for effective change management, renewal success, and balancing AI tools with human touch.</p><p><br></p><p><strong>Connect with Tom Ronen:</strong> <a href="https://www.linkedin.com/in/tom-ronen-83b6a1118/" target="_blank" rel="noopener noreferer">https://www.linkedin.com/in/tom-ronen-83b6a1118/</a><br></p><p><strong>Chapters:</strong></p><p>00:00 Introduction to Tom Rennan</p><p>04:16 Tom&#39;s background and transition from Monday.com to Harvey</p><p>09:09 The evolution of customer success and future ambitions</p><p>12:18 The human element remains crucial despite AI advancements</p><p>17:11 The importance of trust and deep discovery in customer success</p><p>22:13 The old playbook is broken: new strategies needed</p><p>30:44 Measuring value and adoption in an AI-driven world</p><p>44:13 Systematic approaches to renewals and forecasting</p><p>50:29 Quick fire questions</p><p><br></p><p><strong>Connect with Anika Zubair:</strong><br>Website: <a href="https://thecustomersuccesspro.com/">⁠https://thecustomersuccesspro.com/⁠</a><br>LinkedIn:  <a href="https://www.linkedin.com/in/anikazubair/">⁠https://www.linkedin.com/in/anikazubair/⁠</a><br>RevUP Academy: <a href="https://thecustomersuccesspro.com/revup">⁠https://thecustomersuccesspro.com/revup⁠</a></p><p><br></p><p><strong>Grab our FREE resources here:</strong> <a href="https://thecustomersuccesspro.com/resources">⁠https://thecustomersuccesspro.com/resources⁠</a></p><p><strong>Want to be our next podcast guest? Apply here:</strong> <a href="https://www.thecustomersuccesspro.com/podcast-guest">⁠https://www.thecustomersuccesspro.com/podcast-guest⁠</a></p><p><strong>Book Anika as a speaker at your next team event:</strong> <a href="https://www.thecustomersuccesspro.com/team-event">⁠https://www.thecustomersuccesspro.com/team-event</a></p>