Reading For Success

In this episode, Kristen interviews author of Reimagine Customer Success, Sasi Yajamanyam.They discuss the joys and challenges of writing and shifts that are happening in the customer success field. If you'd like to reach out to Sasi, you can reach out to his LinkedIn profile.

Reading For Success is making big moves in 2022! Listen in to hear about our plans for the new year. We look forward to continuing our explorations in the world of Customer Success and sharing the journey with you.

In this episode, Kristen and Russell review Reimagine Customer Success by Sasi YajamanyamThey also discuss some exciting changes for the podcast in 2022! Check out the episode to find out if this book is worth your time, hear about some key moments and get the latest news on our plans for the future.

In this bonus episode, Kristen interviews author of  Digital Customer Service, Rick DeLisi!Kristen and Rick discuss the shift from phone to digital customer service and how it can help both businesses and customers have a better customer service experience. 

In this episode, Kristen and Russell review Digital Customer Service, by Rick Delisi and Dan MichaeliThese authors explore our changing world and how technology is shifting the customer success field. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Reimagine Customer Success by Sasi Yajamanyam.

In this episode, Kristen introduces her new co-host, Russell Bourne! Together, they review Now, Discover Your Strengths by Don CliftonThis book contains a strength assessment and provides a guide for how to lead your team based on their skills. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!Next month, they will review Digital Customer Service, by Rick Delisi and Dan Michaeli. The new episode will be available on November 4th, 2021.

In this episode Kristen interviews author of The Forever Transaction, Robbie Kellman Baxter. Kristen and Robbie talk about the inner workings of subscription models.

In this latest episode, Kristen reviews:The Forever Transaction by Robbie Kellman BaxterThis book discusses different ways businesses can approach subscription models. Though it may not be focused only on Customer Success, there is a lot of useful information in there!Next month, Kristen will review Now, Discover Your Strengths by Don Clifton. The new episode will be available on October 7th, 2021.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas. As always, thanks for listening!

Thanks for tuning into Reading For Success! In today's episode, Kristen shares a shift in our formatting that will begin this fall and announces the next book which will be reviewed in our next episode which will be released on September 9th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas. As always, thanks for listening!

This week we are excited to provide an bonus episode! Kristen had the opportunity to interview Donna Weber, author of  “Onboarding Matters”. Join Kristen and Donna as they discuss onboarding, writing and the business of Customer Success.

This week, Kristen Hayer  wraps up her review of: “Onboarding Matters” by Donna Weber.This episode also comes with a bonus of an interview with Donna. Be sure to check it out!To read more about Kristen's thoughts on charging for Customer Success, you can find her article here.Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: Chapters 10-12 of “Onboarding Matters” by Donna Weber.How do you measure the effects of your customer success team? How do you demonstrate your worth to your employer? These two chapters can help you sort out those important details.Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: Chapters 3 -9 of “Onboarding Matters” by Donna Weber.This is the bulk of the book and it may seem like a lot, but the chapters fly by. These chapters make up the bulk of the Orchestrated Onboarding framework that is at the heart of Donna'sbook.Next week, Kristen will continue her review with chapters 10-12. If you'd like to read along, you can purchase a hard copy or Kindle edition here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: Chapters 1 & 2 of “Onboarding Matters” by Donna Weber.These two chapters lay out a nice introduction to the concepts of consumer behavior and onboarding new customers.Next week, Kristen will continue her review with chapters 3-9. If you'd like to read along, you can purchase a hard copy or Kindle edition here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: “How Good is Your Company at Change?” by David Michels and Kevin Murphy.This article illustrates a framework for measuring what they call “change power” oryour organization's capacity for change.Next week, Kristen will kick off her review of Donna Weber's new book: “Onboarding Matters”. If you'd like to read along, you can purchase a hard copy or Kindle edition here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: The second half of Silos, Politics and Turf Wars, by Patrick LencioniThis book is split up in to two parts and this week, Kristen will focus on part 2. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: The first section of Silos, Politics and Turf Wars, by Patrick LencioniThis book is split up in to two parts and this week, Kristen will focus on part 1, The Story. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: An article from HBR.org called Why Customer Loyalty Programs Can Backfire by Thomas Robertson and Paula Courtney.The past year has seen a major shift in our customer experiences. This article explores how some loyalty programs may actually worsen the experience.Season 2 will continue in a few weeks with a new book, Silos, Politics and Turf Wars, byPatrick Lencioni! While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

In this bonus episode, Kristen interviews one of the authors of The Effortless Experience, Rick Delisi!

This week, Kristen Hayer wraps up her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiIf you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you as a bonus episode.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer continues her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiChapters 5 & 6 provide more insight into empowering your CSS reps and how you can gain more insight about your customers' experiences. If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you soon!While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer continues her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiThis episode explores chapters 3 & 4 of the book. Are you and your customers having the same service experience? Also, how can you create customer success experiences without being able to provide everything the customer wants?If you're reading along, next week Kristen will review chapters 5 & 6.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer begins her review of:The Effortless Experience by Matthew Dixon, Nick Toman and Rick DelisiThis episode will kick off her thoughts on chapters 1 & 2 and why you should check it out. If you're reading along, next week Kristen will review chapters 3 & 4.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:    An article from HBR.org called How to Shift from Selling Products to Selling Services by Doug ChungThe next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:    An article from HBR.org called Designing the Hybrid Office by Anne-Laure Fayard, John Weeks, and Mahwesh KhanThis article is about the recent move away from the standard office model in the US.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:Chapters 7 & 8 of The Jobs To Be Done Playbook by Jim KalbachThis episode will wrap up our journey with the Playbook!The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

We're back! This week, Kristen Hayer reviews:Chapters 5 & 6 of The Jobs To Be Done Playbook by Jim KalbachKristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here. Next week Kristen will wrap up the deep dive into The Jobs to Be Done Playbook with Chapters 7 & 8.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:Chapters 3 & 4 of The Jobs To Be Done Playbook by Jim KalbachThese chapters explore how you can use customer surveys to find out what your Customer Success strategy is missing and how to resolve those issues.Next week Kristen will review Chapters 3 & 4 which dive deeper into Jim's method for customer success! If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. Kristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:Chapters 1 & 2 of The Jobs To Be Done Playbook by Jim KalbachThese two chapters lay out the frame work for the Jobs To Be Done Strategy. If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. Next week Kristen will review Chapters 3 & 4 which dive into some of the actual plays involved in Jim's approach to customer success.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews: An article from HBR.org called How to Help (Without Micromanaging) by Colin M. Fisher, Teresa M. Amabile, and Julianna Pillemer This article explores how to assist your team without getting in their way.Season 2 will continue next week with Chapters 1 & 2 of a new book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:An article from HBR.org called Negotiating Your Next Job by Hannah Riley Bowles and Bobbi Thomason2020 was a year of great change for many of us and it may be time to start looking towards your next big move. This article explores steps you can take to prepare yourself for your next professional shift.Season 2 will continue with our next book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:Chapters 9-11 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al SwitzlerFor the next few weeks, Kristen will be reviewing articles and we will begin the next book soon. Next week, she will announce which book she will be reading next. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:Chapters 7-8 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al SwitzlerIf you're reading along, Kristen will be covering the final chapters, 9-11, next week. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:Chapters 4-6 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al SwitzlerIf you're reading along, Kristen will be covering Chapters 7 & 8 next week. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:Chapters 1-3 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al SwitzlerWelcome back to Reading For Success! This week, we kick off Season 2 with a new book, Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler. If you're reading along, Kristen will be covering Chapters 4-6 next week.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:An article from HBR.org by Paul IngramThis article discusses how Customer Success Teams can benefit from diversity and how social class can be just as important as race or gender.Season 2 will start next week! We have a new book, Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler. If you'd like to read along, next week Kristen will discuss chapters 1-3. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:An article from HBR.org by Suzanne J. Peterson, Robin Abramson and R.K. StutmanThe authors explore two different leadership styles and offer suggestions for finding your own style.Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while she has some books in mind she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:An article from HBR.org by Lori Mackenzie, JoAnne Wehner and Sofia Kennedy How Do You Evaluate Performance During a PandemicThe COVID-19 pandemic has not effected each of us in the same way. Many have had to make great changes to protect themselves or their loved ones. This article explores how managers can navigate yearly reviews without bias.Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while she has some books in mind she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:An article from the Economist, Winter Is ComingOffice morale can be tough to maintain during the winter and usually gets the support of holiday parties and vacation, but what methods can you use during a global pandemic to keep your team engaged and positive?Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io

This week, Kristen Hayer reviews:An article from the Harvard Business Review, When to Say No and How to Say Yes by Bruce TulganAs a customer success professional, it can be hard to learn when to say no. This article can help you set guidelines for yourself to help advance your career through these choices.Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io

This week, Kristen Hayer reviews:A Bartleby article in the Economist titled, Questionable BehaviorCompanies are relying more and more on psychometric tests for hiring. Here's what you should know as an employer and potential job candidate. Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io

Thanks so much to Mark Horstman for this fun interview about his book, The Effective Manager, his new book, The Effective Hiring Manager, and how to get through COVID as a business owner or a manager. I had a great time interviewing one of my management heroes!Mark references a couple of items in the interview:Race Don't Chase Manager Tools Podcast EpisodeHBR Article on the Allen Curve

This week, Kristen Hayer reviews:Talking About Mental Health with Your Employees - Without Overstepping, by Deborah Grayson Riegel, Harvard Business Review, November 3, 2020The Effective Manager by Mark Horstman, Chapters 10-14This is the end of Season 1 of Reading for Success - big thanks for being a listener! Over the holiday season we'll still have episodes each week, but they will be shorter and focused on articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io

This week, Kristen Hayer reviews:A New Model for Ethical Leadership, by Max Bazerman, Harvard Business Review September/October 2020The Effective Manager by Mark Horstman, Chapters 7-9If you're reading along, next week we'll be wrapping up The Effective Manager with Chapters 10-14 of the book, along with a new article. This book is available on Amazon and Audible.Additional Links:The Good Place Ethics, Brah

This week, Kristen Hayer reviews:Stop All The Clocks, Bartleby, The Economist, October 17-23, 2020The Effective Manager by Mark Horstman, Chapters 4-6If you're reading along, next week we'll be reviewing Chapters 7-9 of the book, along with a new article. This book is available on Amazon and Audible.

This week, Kristen Hayer reviews:Adapt Your Business to the New Reality, by Michael Jacobides and Martin Reeves (in the Sept/Oct issue of Harvard Business Review)The Effective Manager by Mark Horstman, Chapters 1-3If you're reading along, next week we'll be reviewing Chapters 4-6 of the book, along with a new article. This book is available on Amazon and Audible.

This week, Kristen Hayer reviews:Zoom and Gloom, Part of a special section on COVID-19 and the world economy in The Economist, October 10-16th IssueChief Customer Officer 2.0, Jeanne Bliss Chapters 8-9We are starting a new book next week! Please join me for Chapters 1-3 of The Effective Manager by Mark Horstman from the Manager Tools team. You can find this book on Amazon and Audible.

Thanks so much to Jeanne Bliss for taking the time to talk about her book, share her perspective on how to earn the role of Chief Customer Officer, and fill us in on what she's working on next!If you're interested in Jeanne's work, check out her website...Customer Bliss Website

This week, Kristen Hayer reviews:To Succeed in a Negotiation, Help Your Counterpart to Save Face by Joshua Weiss (October 2, HBR.org)Chief Customer Officer 2.0, Jeanne Bliss Chapters 6-7If you're reading along, next week we'll be reviewing Chapters 8-9 of the book, along with a new article. This book is available on Amazon and Audible.Note: Given the great tools and visuals that the author has included in this book, we recommend getting the printed version.

This week, Kristen Hayer reviews:3 Ways to Motivate Your Team Through an Extended Crisis by Anne Brafford and Richard Ryan (September 25, HBR.org)Chief Customer Officer 2.0, Jeanne Bliss Chapters 3-5If you're reading along, next week we'll be reviewing Chapters 6-7 of the book, along with a new article. This book is available on Amazon and Audible.Note: Given the great tools and visuals that the author has included in this book, we recommend getting the printed version.