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At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com
 
On the Nuffsaid podcast, you’ll hear from host Chris Hicken and forward-thinking leaders about the Customer Success strategies that matter most. We promise not to waste your time. How? Episodes are the perfect length for a commute or mid-day workout and at the beginning of every show, we’ll give you the Too Long; Didn’t Read (TL;DR), so you can get immediate insight into how industry experts operate. Welcome to the no-fluff podcast for Customer Success. Powered by the team at Nuffsaid. https ...
 
Building a consistent customer success practice is something I believe differentiates a growing company from a thriving company and that customer advocacy isn't only about building attitudinal loyalty, it's about doing the right thing for your customer in order for them to meet or exceed their desired outcome. Hi, I'm Tom Connery. Talking Customer Success was created to promote the value of customer success within the enterprise and small business. Support this podcast: https://anchor.fm/tal ...
 
The truth is that Customer Success is not just about amazing experiences and success stories. Here we dive into what did not work, how we could fix it together and the role your Company Culture plays into turning Transactions into Experiences 😜 and delivering amazing Customer Experience #customersuccess #customerexperience Cover art photo provided by Boudewijn Huysmans on Unsplash: https://unsplash.com/@boudewijn_huysmans
 
Join Nils Vinje from Glide Consulting as he learns about top performers in the fields of Customer Success, sales, and SaaS. What makes a great VP of Sales? What is Customer Success, and how can SaaS companies use it to maximize revenue growth over time? Nils is an expert coach and previously worked as the VP of Customer Success at a hyper-growth SaaS company. This podcast is the intersection of business and personal development
 
In this podcast series, we will talk about how to communicate with every single customer over the phone regardless of the size of your company for better growth and marketing in business. We will share practical tips to communicate better with the customers and leads, embrace inbound selling, innovate faster with instant customer feedback, and grow your business easily with the help of freelance customer experts. We will also talk about behavioral science, why humans are irrational, and idea ...
 
Celebrating the real stories of real people helping real people. The AG Impact CX podcast explores how to deliver rock star customer experiences, talent development, and leadership. Interviews with leaders and pros that share their approach and techniques. We practice growth through vulnerability, giving to the community, and enjoying the journey. (Views expressed by AJ and guests are their own and not necessarily those of their employer.)
 
Receptive has now been acquired by Pendo. Churn It Up is *the* Customer Success podcast providing tips and tricks from the best and brightest in the world of CS. Hosted by Aly Mahan, it's perfect for anyone working on the frontlines of CS or Support, and for Account Managers at SaaS organizations. We share war wounds, bask in heroic tales, and generally just chat about all things Customer Success. This podcast turns attention to CSMs about the day to day projects they manage, and ideas they ...
 
Welcome to my brand new podcast series called “Customer Success Conversations with Rick Adams”. In fact this is not a brand new series at all as this is something like the 37th or 38th podcast I have recorded.These podcasts are recordings of my conversations with a wide range of different experts and thought leaders from within the Customer Success community and occasionally with other experts from outside the profession but who have expertise and opinions that are very worthwhile listening ...
 
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show series
 
In this episode, our host Anika Zubair chats with Marija Skobe-Pilley, Head of Customer Success (EMEA) at Clickup about leading a CS team in EMEA and working with EMEA customers. Leading a CS team in EMEA and working with EMEA customers can be quite different from other parts of the world. So, how does local culture play into expanding your CS oper…
 
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. In this episode, he introduces concepts like inner and outer feedback loop…
 
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. He also dives deep into explaining …
 
In this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer education. At some point as your business grows your CSMs are not going to have the capacity to continue to educate your customers individually. So, when should a SaaS company start adding customer education…
 
In this episode, our host Anika Zubair chats with Harini Gokul, Head of Customer Success at AWS about her experience of shaping and building CS as a value realization. Shifting from defense to offense in Customer Success is not a simple task. But to help your customers achieve their business goals, you need to have a proactive mindset and not a rea…
 
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 …
 
In this episode, our host Anika Zubair chats with Erika Villarreal, Senior Customer Success Manager at Condeco about how to build your personal brand in Customer Success and how your personal brand can land your dream job. Landing your Customer Success dream job is far from being a simple task. It is a competitive industry and you need to find a wa…
 
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, wha…
 
In this episode, Marley Wagner, VP of Marketing & Digital Customer Success at ESG, shares her company’s sophisticated Digital Customer Success maturity framework. Marley walks us through each stage of Digital CS maturity and covers everything from what it takes to lay the right foundations to implementing advanced digital communication channels. Re…
 
For Elisabeth Courland, Digital CSM at Agorapulse, launching a Digitally-Led Customer Success program is about starting with a solid foundation of understanding the customer, then deploying automation. In this episode, Elisabeth shares a trove of tips that anyone tasked with crafting a digital CS strategy will be able to quickly implement. Resource…
 
Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale. In this episode, Brian walks us through the journey Looker took to learn how to effectively run a digita…
 
In this episode, our host Anika Zubair chats with Matt Myszkowski, VP of Customer Experience for EMEIA at Cision about why mental health should be prioritized in Customer Success. Mental health might still be a taboo topic in your Customer Success department, but we are here to help you change that. So, what are some of the first steps a CSM or a C…
 
In this episode, our host Anika Zubair chats with Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Francisco about what tomorrow's CS leaders are being taught. Just a few years ago, Customer Success was still an emerging profession and barely mentioned at university. Many of us have ended up in the in…
 
At the beginning of 2021, Lane Holt, Director of Client Outcomes at Gainsight, was a team of 1 and tasked with building out the company’s digitally-led CS model. Fast forward 12 months and you’ll see that she’s developed a mighty team of 8 to architect a hugely successful digital program. In this episode, Lane breaks down the roles and responsibili…
 
According to Dickey Singh (CEO & Cofounder of Cast.app), most Digital CS approaches including low- and tech-touch models today aren’t effective. Customers in this segment are usually overwhelmed with automated emails, pdfs of reports, and dashboards - instead of being sent meaningful, tailored content at the right time. Dickey came on the Nuffsaid …
 
GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention. He brings up 3 areas his team focuses on to drive NRR: 1) KPIs (or understanding the effectiveness of current measurements), 2) special projects (or proactively spotting areas of inefficiency within CS and developing tools…
 
Join Kristen Hayer in conversation with Jennie Li, Senior Manager of Digital Experience for Definitive Healthcare. Jennie has been working for the past year to build a team of CX professionals and develop the first iteration of their digital customer experience. She’s on the podcast today to talk about her approach.…
 
In this episode, our host Anika Zubair chats with Andrew Marks, Co-Founder of SuccessHACKER, about how to build effective health scores. Today, most businesses are adopting some level of health scoring in order to track if their customers are healthy or not. So, what are some of the basic metrics that you need to put in place to understand health s…
 
“Good onboarding, as we define it, is keeping customers around longer and getting them to grow their business with you. Why limit onboarding to just those first few weeks?” Head of Customer Experience at Arrows, Shareil Nariman, knows more about customer onboarding than just about anyone we’ve ever spoken with. In this episode, Shareil explains how…
 
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX – an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate …
 
Join Kristen Hayer and Tao Stadler as they talk about Scoring Utilization in Customer Success. Tao has developed a report that essentially gives specific aspects of product utilization a score. They call this report the FUGA report. Tao will share more about why he developed this report, how he approached the project, and the results his team has b…
 
On today’s show, Beth Yehaskel, a Customer Success Architect at Winning by Design, preps us for end-of-year CFO budgeting and headcount conversations by sharing the difference between a CS org that’s run as a profit center versus a cost center. She covers how CS leaders need to connect improvements in retention to LTV, the common cost center pitfal…
 
In this episode, Seth Wylie, Director of CS Ops & Admin Community at Gainsight (who has one of the most thoughtful perspectives on CS Ops in the space) offers up some paths for breaking into CS Ops and the skillsets that are most useful in the role. For those already in CS Ops, Seth also shares his take on the options available for career advanceme…
 
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX – an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate …
 
Zeina Marcotte, Director of SaaS Customer Success Strategy and Operations at LinkedIn, has a highly sophisticated CS Ops team (CS Ops alone has almost 25 people). During this episode, Zeina describes how her team is set up, why LinkedIn’s CS Ops team reports to the centralized global Ops function, and how this structure can actually be a benefit to…
 
In this episode, our host Anika Zubair chats with David Jackson, CS Coach, Author and CEO at TheCustomer.Co, about why we should focus on people, not customers. In the early days for SaaS companies, we tend to focus on sales and product led growth as we are trying to find some sort of proof of concept of a product. So, when should a SaaS company re…
 
This week we break down the opportunity Customer Success has to take action to hire, retain, and promote more Black leaders. We interviewed over a dozen CS community members on this topic who shed light on three main areas to focus on: 1) create an inclusive environment with existing employees, 2) recruit and hire more Black employees, and 3) devel…
 
Today on the ‘nuffsaid podcast we spoke with Dave Jackson, CEO of TheCustomer.Co about his new book, Customer-Led Growth: A CEO’s Guide to Building a B2B SaaS Company. In our conversation, Dave shares 4 core themes from his book: 1) value is the red thread at the core of B2B SaaS companies, 2) successful CLG companies are rewarded with higher valua…
 
Join Kristen Hayer in conversation with Irene Lefton, Customer Success Advocate and Author as they talk about what customers want from customer success teams, what works, what doesn’t work, and how to best position your CS team for a successful partnership.Autor: Strikedeck & Kristen Hayer
 
Do the Current Customer Success Software Platforms Have it All Wrong? My podcast guest Jake Sorofman thinks so! Jake is President of MetaCX - an Indianapolis-based startup that has raised just under $25m dollars to pioneer a new, outcomes-based approach for managing the entire customer lifecycle by transforming how suppliers and buyers collaborate …
 
The customer experience tends to decline as a company grows—but what can Customer Success teams do about it? In this episode, Natalie Fedie, VP of Customer Value at HighRadius, answers this question: she says too many teams look at customer health data too late. Natalie suggests analyzing customer health predictively by 1) setting up a VOC program,…
 
Join Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations. Webinar Registration Link Here: https://bit.ly/3tBHhylThe Success League Leadership Program: https://www.thesuccessleague.io/customer-succ…
 
“I’m not talking about fluffy quotes. You need to capture the literal voice of your customers.” Dana Alvarenga, VP of Customer Experience at SlapFive, offers two tactics to level-up your Voice of Customer Program: 1) capture audio and video of actual customer stories, and 2) make that feedback easily accessible for the entire company to use when ma…
 
Markus Rentsch, CEO of Remark-able, joined us to define his philosophy on Customer-Value-Led Growth (CVLG). Markus says it’s a mindset where customer value “cannot happen by accident”—it’s engineered—and he explains how CVLG ultimately leads to acquiring “perfect fit” customers. Resources: Follow Markus on LinkedIn Check out the Remark-able website…
 
In this episode, our host Anika Zubair chats with Jeff Heckler, Director of CS Solutions at MarketSource (former Global Head of CS at Pipedrive) about scaling CS teams and CS models. Scaling Customer Success in (any) organization is not a simple task. It requires the right combination of technology, people, and processes to hit the mark. For exampl…
 
“When it’s crunch time and there’s pressure to hit Sales numbers, people make compromises that later negatively affect the company.” This is precisely the reason why CS leader, Daniel Rose, thinks Sales Engineering should live within CS; “Sales Engineering won’t allow deals to slip through because of a short-sighted approach.” In this episode, Dani…
 
Join Kristen Hayer in conversation with Chad Horenfeldt, Director, Customer Success for Kustomer. He has recently adopted a change management tool called Motivational Interviewing. We’ll be talking about this approach, how Chad is using it on his team, andthe results he is seeing.Autor: Strikedeck & Kristen Hayer
 
Chief Experience Officer, Craig Antonucci, came on the show to share how to justify a CX program with your CFO. He said “it’s simple”—the conversation should be led with data and focus on three areas: how the CX initiative will sell more, save money, and fit the company’s mission. Resources: Follow Craig on LinkedIn Read his article about being a g…
 
Kalina Bryant has a rich background in customer advocacy, engagement, and voice of customer programs. Now Asana’s Head of Global Customer Advocacy, Customer Experience, and Executive Programs (and Founder & Host of the UnapologeTECH podcast), Kalina spoke with us about how CS and Customer Advocacy should work together. Resources: Follow Kalina on L…
 
When you grow from CSM to CCO in 4 years, people will want to know how you did it. Kellie Capote, CCO at Gainsight, recalls 3 distinct tactics that helped her scale at hyper-speed: Don’t underestimate the power of cross-functional relationships starting from day 1 of your career. Have a bias for action or a "bulldog" mentality. Be adaptable because…
 
In this episode, our host Anika Zubair chats with Jennifer Cramer, VP of Customer Success at Planhat about "is all churn bad"? Every SaaS business is fearing churn. It is also one of the most important metrics to be tracking for all Customer Success teams. But maybe not all churn is bad? For example, should it be okay to let go of bad fit customers…
 
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement m…
 
Salesforce’s VP of Customer & Market Insights, Karen Mangia, reveals the secrets every CS leader needs to know to encourage engagement, invite innovation, and remain relevant. Karen shares details about the metrics that matter, how to move from intention to action, and what success means to your customers right now. If you're willing to listen. Res…
 
Adam Houghton, VP of Customer Success at Klue, dives into the sophisticated hiring process he's implemented across four different companies. It’s a four step model: 1) Hire proven anchors to serve on your leadership team, 2) build around those anchors with unproven high potential people that challenge the status quo, 3) provide a transparent career…
 
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