Najlepsze podcasty z kategorii: Customer Success (2022)

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The Customer Success Channel

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Marija Skobe-Pilley, Head of CS (EMEA) at Clickup - How to expand CS in EMEA 38:25

5d ago38:25

38:25

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…

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Nuffsaid: Real Strategies for Customer Success

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Actually Closing the Loop With Customers in a VOC Program 29:19

6d ago29:19

29:19

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…

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Nuffsaid: Real Strategies for Customer Success

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The Advanced Voice of Customer Program Blueprint 36:22

16d ago36:22

36:22

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 …

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The Customer Success Channel

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Bill Cushard, General Manager at Dragonboat - The role of Customer Education in CS 43:24

1M ago43:24

43:24

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…

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The Customer Success Channel

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Harini Gokul, Head of Customer Success at AWS - Moving from defense to offense in CS 31:45

2M ago31:45

31:45

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…

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Nuffsaid: Real Strategies for Customer Success

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Digital CS at Mega-Scale: VMware’s Approach 25:45

2M ago25:45

25:45

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 …

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The Customer Success Channel

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Erika Villarreal, Senior CSM at Condeco - How to build your personal brand in CS 39:26

3M ago39:26

39:26

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…

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Nuffsaid: Real Strategies for Customer Success

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A Quick-Start Guide to Data-Driven Digital CS 30:44

3M ago30:44

30:44

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…

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Nuffsaid: Real Strategies for Customer Success

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The 5 Stages of Digital Customer Success Maturity 26:52

3M ago26:52

26:52

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…

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Nuffsaid: Real Strategies for Customer Success

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Tips for Launching a Digital CS Strategy, with Elisabeth Courland 25:15

3M ago25:15

25:15

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…

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Nuffsaid: Real Strategies for Customer Success

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The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program 28:22

4M ago28:22

28:22

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…

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The Customer Success Channel

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Matt Myszkowski, VP of CE (EMEIA) at Cision - Mental health in CS: It's ok not to be ok! 42:03

4M ago42:03

42:03

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…

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Strikedeck Radio: Customer Success Live

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Episode 109, Sandra Cashe, Setting Up for a CS Platform 25:18

4M ago25:18

25:18

Join Kristen Hayer in conversation with Sandra Cashe, Chief Customer Officer at Veriforce. Sandra has been getting set up with a new CS platform and talks about her approach to preparing for new customer success technology in this episode.Autor: Strikedeck & Kristen Hayer

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Customer Success Conversations with Rick Adams

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The Customer Success Profession in 2021, Remco's Predictions with Remco de Vries Part 3 25:18

5M ago25:18

25:18

Autor: Rick Adams

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The Customer Success Channel

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Vijay Mehrotra, Professor at the University of San Francisco - The world's first university degree in Customer Success 38:34

5M ago38:34

38:34

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…

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Nuffsaid: Real Strategies for Customer Success

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For Gainsight’s Lane Holt, Digital CS Is a Strategy, Not a Segment 23:06

5M ago23:06

23:06

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…

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Nuffsaid: Real Strategies for Customer Success

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Use High-Touch Strategies to Inform Your Digitally-Led Model 16:54

5M ago16:54

16:54

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 …

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Customer Success Conversations with Rick Adams

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The Customer Success Profession in 2021, Remco's Predictions with Remco de Vries Part 2 23:01

6M ago23:01

23:01

Nuffsaid: Real Strategies for Customer Success

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GitLab’s Jeff Beaumont on How CS Ops Drives Net Retention 30:53

6M ago30:53

30:53

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…

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Customer Success Conversations with Rick Adams

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The Customer Success Profession in 2021, Remco's Predictions with Remco de Vries Part 1 22:24

6M ago22:24

22:24

The Customer Success Profession in 2021, Remco's Predictions with Remco de Vries Part 1Autor: Rick Adams

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Strikedeck Radio: Customer Success Live

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Ep 108, Jennie Li, Planning for Digital Customer Success 36:29

6M ago36:29

36:29

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.…

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The Customer Success Channel

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Andrew Marks, Co-Founder of SuccessHACKER - How to build effective health scores 38:24

6M ago38:24

38:24

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…

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Nuffsaid: Real Strategies for Customer Success

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Why Customer Onboarding Should Never Really End 20:16

6M ago20:16

20:16

“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…

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Customer Success Conversations with Rick Adams

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Why Customer Success Platforms Have It All Wrong – Jake Sorofman – Part 3 22:45

7M ago22:45

22:45

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 …

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Strikedeck Radio: Customer Success Live

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Ep 107, Tao Stadler, Scoring Utilization 30:40

7M ago30:40

30:40

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…

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Nuffsaid: Real Strategies for Customer Success

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Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center 18:14

7M ago18:14

18:14

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…

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Nuffsaid: Real Strategies for Customer Success

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How to Break Into CS Ops With Gainsight’s Seth Wylie 30:46

7M ago30:46

30:46

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…

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Customer Success Conversations with Rick Adams

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Why Customer Success Platforms Have It All Wrong with Jake Sorofman Part 2 18:03

7M ago18:03

18:03

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 …

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Nuffsaid: Real Strategies for Customer Success

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How CS Ops Works at LinkedIn 24:56

7M ago24:56

24:56

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…

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The Customer Success Channel

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David Jackson, CS Coach, Author and CEO at TheCustomer.Co - Think People, not Customers 33:05

7M ago33:05

33:05

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…

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Nuffsaid: Real Strategies for Customer Success

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Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders 9:06

8M ago9:06

9:06

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…

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Nuffsaid: Real Strategies for Customer Success

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The Core Themes of Customer-Led Growth 23:53

8M ago23:53

23:53

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…

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Strikedeck Radio: Customer Success Live

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Ep 106, Irene Lefton, Customer Success from the Customer's Perspective 33:05

8M ago33:05

33:05

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

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Customer Success Conversations with Rick Adams

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Why Customer Success Platforms Have It All Wrong with Jake Sorofman Part 1 17:49

8M ago17:49

17:49

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 …

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Nuffsaid: Real Strategies for Customer Success

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Scaling? Here’s How to Get Ahead of a Declining Customer Experience 16:09

8M ago16:09

16:09

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,…

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Strikedeck Radio: Customer Success Live

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Ep 105, Bob London, How to Tear Down the Wall Between Customers and Vendors 50:41

8M ago50:41

50:41

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…

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Nuffsaid: Real Strategies for Customer Success

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Two Tactics to Level-Up Your VOC Program 19:25

8M ago19:25

19:25

“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…

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Nuffsaid: Real Strategies for Customer Success

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Engineering Customer-Value-Led Growth 23:23

9M ago23:23

23:23

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…

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The Customer Success Channel

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Jeff Heckler, Director of CS Solutions at MarketSource - Scaling CS teams and CS Models 35:41

9M ago35:41

35:41

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…

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Nuffsaid: Real Strategies for Customer Success

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3 Great Things That Happen When CS Owns Sales Engineering 17:33

9M ago17:33

17:33

“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…

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Strikedeck Radio: Customer Success Live

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Ep 104, Chad Horenfeldt, Motivational Interviewing in Customer Success 26:35

9M ago26:35

26:35

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

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Nuffsaid: Real Strategies for Customer Success

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How to Get Budget For a CX Initiative 21:52

9M ago21:52

21:52

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…

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Strikedeck Radio: Customer Success Live

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Ep 103, Bill Cushard, The Business Model of Customer Success 36:17

9M ago36:17

36:17

Join Kristen Hayer in conversation with Bill Cushard, General Manager at ServiceRocket as they discuss the business model of Customer Success.Autor: Strikedeck & Kristen Hayer

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Nuffsaid: Real Strategies for Customer Success

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Asana’s Kalina Bryant on Why a Culture of Connection and Empathy is Key to Successful Customer Advocacy in a Hybrid World 17:29

9M ago17:29

17:29

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…

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Nuffsaid: Real Strategies for Customer Success

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3 Tactics for Accelerating Your Career From Gainsight’s CCO 20:02

9M ago20:02

20:02

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…

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The Customer Success Channel

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Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad? 40:03

10M ago40:03

40:03

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…

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Nuffsaid: Real Strategies for Customer Success

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How to Use Health Scores and Usage Data to Increase Customer Retention 23:09

10M ago23:09

23:09

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…

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Strikedeck Radio: Customer Success Live

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Ep 102, Gary Rubinstein, Account Planning 35:11

10M ago35:11

35:11

Join Kristen Hayer in conversation with Gary Rubinstein, Director of Customer Success in APAC at WalkMe as they discuss how he hascreated an account planning approach for his team that is simple but incredibly successful.Autor: Strikedeck & Kristen Hayer

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Nuffsaid: Real Strategies for Customer Success

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How to Measure VOC at the Speed of Relevance 25:27

10M ago25:27

25:27

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…

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Nuffsaid: Real Strategies for Customer Success

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A Hiring Philosophy From Klue’s VP of CS 20:31

10M ago20:31

20:31

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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