#CustomerSuccessMatters LIVE!

This special episode sees 3 great guests join me to discuss the very topical and critical subject of racial diversity in Customer Success. I do not mind admitting this recording had me more nervous than any I had done before. I am usually a highly opinionated and confident individual but this took me well outside of my comfort zone talking about something I thought I knew a bit about, but over recent weeks and months I found I was very naive & not so well informed about.Since 25th May 2020 the name George Floyd has been a name at the very heart of a pandemic - not the Covid-19 one we are all suffering from, but the global pandemic of racism. In the days after George Floyd's murder we saw an output of anger, pain, frustration and more from people the world over. Corporations, sports stars, the rich and famous all voiced their commitment to make a change and at the same time I asked what I could do in a tiny, minuscule way to make a difference. It was then that I decided to return to a commitment I made to one of my guests, Paul Ferguson back in January to do a podcast discussing racial diversity in Customer Success. So today, Paul joins me along with Alex Farmer & Justine Lawrence-Piccott on this podcast as we discuss racism generally, racism at work and ask the question if Customer Success has a problem with racial diversity, and what we can do about it.It doesn't solve anything, but my commitment when I set out to do this was to start the conversation. CustomerSuccessMatters

This special episode sees not just 1 guest, or 2 guests, or 3 guests but 4 guests! Joining me, Matt Myszkowski as the host is Sue Nabeth-Moore, Sue Walsh, Shirley Chapman & Rav Dhaliwal to discuss the very topical and critical subject of gender diversity in Customer Success, and Customer Success Leadership.During Gainsight's Pulse Europe 2019 event, Sue Nabeth-Moore presented some damning statistics around the number of females in senior CS leadership roles. While maybe not totally & sadly surprising, what really caught my attention was the number of females in individual contributor CS roles (60% v 40%) and how this number severely reversed the further into your CS career you go, resulting in a 23% v 77% split in leadership roles.On this podcast we discuss some of the "why" and then look at some of the solutions, both from practical, real-life working examples together with ideas for the future.

This special episode sees Paul Henderson join a special, mystery guest discussing the growing need to implementing an outcomes based approach to your customer success programme. Paul is the very successful author (amongst other things) of the book, "The Outcome Generation". During this special episode we talk about the growing demand for a change in the approach to customer success and why, we talk about how you apply your outcomes approach to your customers and position it with them, we discuss how some of the challenges you may face can be overcome and much, much more!

In Episode 4 of Season 2 Matt is joined by ON24's VP of Customer Success & Growth, Chris Mitchell and Amit Oberoi, VP EMEA at Damstra & CEO/Founder at The Resilience Factor to discuss mental health & physical health, general well-being at work and the various coping techniques you may want to try if you or any of your colleagues are struggling.So let's hear from the experts and if you want to share your opinion or have further questions after listening, please tweet me @MattMyszkowski using the #CustomerSuccessMatters hashtag.

In Episode 3 of Season 2 Matt is joined by Slido's VP of Customer Success, Jo Massie and Jerry Angrave, Customer Experience Consultant and Coach plus founder of Empathyce to discuss the convergence (or not) of Customer Experience and Customer Success. Are they different? Are they different sides of the same coin? Let's hear from the experts. If you want to share your opinion after listening, please tweet me @MattMyszkowski using the #CustomerSuccessMatters

In Episode 2 of Season 2 Matt is joined by Workfront's Director of Customer Success, Russ Drury and Co-Founder/CCO at MetaCX, Dave Duke to discuss the critical customer success skill of being able to demonstrate value realisation and business outcome management.

In Episode 1 of Season 2 Matt is joined by Autodesk storytelling expert Darren Brooker and Senior Director of Customer Success at Tanium, Adrian Beck to discuss the growing art and skill of storytelling in relation to the customer success industry.

Episode 3 saw me joined by Amaan Nathoo of Bonjoro and Sue Farrance of Signable with the overall theme of communication. We discussed Amaan's and Sue's thoughts around communicating with your customer, the importance of using appropriate tools at the relevant times and we even touched on the importance of communicating internally with your team and other stakeholders. As always, we wrapped it up with my 3 in 3 so look out for our guests favorite business books, favorite cities and favorite brands!

Episode 5 saw another very special edition of CustomerSuccessMatters LIVE! focusing specifically on the art of recruiting within Customer Success. Joining me on this podcast was Ben Watkins from Intrinsic Search and Alan Fecamp from Just Digital & SaaSjobs.io We covered some great topics including interpretations of Customer Success, skills required to work in CS for both CSMs and CS Leaders, reporting lines and salary details. This is a must listen for anyone in the Customer Success space, or wanting to get into it! As always, we wrapped it up with my 3 in 3 so look out for our guests favorite business books, favorite cities and favorite brands!

Episode 4 saw Ellie Wu, Customer Success thought-leader & Jason Noble, Head of Customer Success at Goodlord join me for this special edition of #CustomerSuccessMatters LIVE! to discuss the skills, profile and traits of Customer Success leaders, and some of the challenges today's CS leaders have to overcome. As always, we wrapped it up with my 3 in 3 so look out for our guests favorite business books, favorite cities and favorite brands! During the podcast I mention the motivation behind this episode being Ellie's blogpost - you can find this here: http://www.picturecs.com/blogs/2017/10/8/top-traits-of-a-customer-success-leader

Episode 2 saw Jim Jones, CEO at Voyant Consulting and Katy Batley, Global Head of Customer Success at Avecto join me. The three key topics covered today included: - Data & consumption analytics and the part it plays in Customer Success. - Customer feedback and using it to make positive business change. - Career development within the Customer Success space. As always, we wrapped it up with my 3 in 3 so look out for our guests favorite business books, favorite cities and favorite brands. During the podcast there are some referenced books, blogs and content which you can find here: - Jim's blog post "The Customer Feedback Loop" - http://bit.ly/2gJqV2f - Jim's favorite business book "The Effortless Experience" by Matthew Dixon - http://amzn.to/2ylijc7 - Katy's favorite business book "The Challenger Sale" by Matthew Dixon - https://goo.gl/P4bPi3