Podcasts about cs ops

- Ready to churn less and win more?

Ever find yourself thinking, “There's gotta be a better way to do this”? If you're the CSM who's constantly rebuilding broken processes in your head, secretly obsessed with structure and scale, and lowkey bored of the same playbooks, this episode is your permission slip to explore CS Ops.In this episode, I'm chatting with Justin, who went from traditional CSM to building CS Ops teams at IBM and transforming them at VMware. We break down what CS Ops actually is, why it's way more strategic than people realize, why companies are hunting for strategic operators like you, and how your curiosity and love for structure might just be your secret weapon. If you've ever thought, “I want to level up but I don't want to manage a team,” hit play! This might be the career move you didn't know you were looking for.

Justin Neal, a digital customer success expert with a long pedigree in operations, joins the show to break down the fundamentals of digital CS, the power of operational alignment, and how teams can drive impact with limited resources. He and Alex discuss starting small with automation, the key to a successful first 30 days in CS, and standout examples of digital excellence in action.Chapters:00:00 - Intro03:11 - From sales to digital CS mastery  05:00 - Startup vs. enterprise: learning the ropes  06:13 - Consulting, Broadcom, and new ventures  08:08 - Digital CS explained in simple terms  10:30 - Ops and digital: a powerful partnership  14:43 - Doing more with less in CS  19:39 - Start small: digital CS doesn't need perfection  21:05 - Nailing the first 30 days of CS  23:52 - Seeing digital excellence in the wild  Enjoy! I know I sure did…Justin's Linkedin: https://www.linkedin.com/in/justintneal/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Ce 1er épisode hors-série est consacré à l'événement Engage Paris 2024 qui a eu lieu en juin 2024.Engage Paris, c'est l'événement francophone dédié aux équipes Customer Success et aux Customer Success Ops.Cet événement existe depuis 5 ans et est organisé par Sue Nabeth Moore, Justine Joliveau, Valentin Lejot et Gabrièle de Lamaze.À travers cet épisode, vous aurez l'occasion d'écouter 3 invités qui sont intervenus durant l'événement Engage Paris 2024 :Sue Nabeth Moore : Sue est une experte reconnue dans la communauté francophone des Customer Success. Avec sa société Success Chain, elle accompagne les entreprises qui ont besoin d'expertise sur des sujets de structuration et d'accompagnement de leur équipe CS.Elisabeth Courland : Elisabeth est CS Ops au sein d'Agorapulse. Après avoir évoluée plusieurs années en tant que Customer Success, elle a décidé de donner une autre direction à sa carrière et de se dédier aux Ops afin d'accompagner les équipes CS dans leur quotidien.Bastien Laugiero : Bastien est Program Manager chez Qlik et en charge d'un gros projet d'harmonisation de leur plateforme suite au rachat de la société Talend par Qlik.Bonne écoute !

In this episode, we had an insightful conversation with Saahil Karkera, VP of Customer Success at Oaky, to explore how customer success is evolving into a critical driver of growth and efficiency in the travel tech space. Saahil dives into his approach to building high-performing CS teams, with a focus on strategic initiatives that go beyond the day-to-day tasks of customer management. Here are some highlights from our discussion: Saahil's strategy for segmentation, prioritizing future potential value over current revenue to boost retention and expansion. The importance of identifying white space opportunities within existing accounts to unlock new growth. Why customer success qualified leads are becoming key to showing the value of CS teams in driving revenue. We also explore the growing need for CS professionals to adopt a commercial mindset, the power of sales and CS collaboration, and the operational benefits of having a dedicated CS Ops role to streamline efficiency. If you want to elevate your customer success strategy and see real results, this episode is a must-listen!

Dans l'épisode du jour, je reçois Ugo Basciano, Revenue Ops depuis plus de 6 ans.Auparavant, Ugo est passé chez Charp, Side et Spendesk.Et c'est justement chez Spendesk où il a abordé ces sujets de territories management, en lien avec les enjeux d'hypercroissance de la société.Mais le territory management, c'est quoi ?Eh bien c'est tout simplement l'art de segmenter son business en segment ou micro-segment afin de pouvoir adresser des entreprises avec une proposition de valeur commune et unique.L'objectif ? Permettre aux équipes marketing et sales de s'aligner pour adresser un message clair et précis aux bonnes personnes et au bon moment.Les résultats ? Des performances accrues grâce à une stratégie marketing et commerciale qui permet de mener des actions rapides et très ciblées.Mais en écoutant cet épisode, vous vous rendrez compte que Ugo a bien d'autres cordes à son arc.En effet, avec un tempérament ultra sociable (DISC jaune pour ceux qui connaissent), Ugo a su se créer un réseau et s'entourer des meilleurs pour créer la première formation française sur les métiers Revenue Ops : Albus School.Il en est déjà sa 2ème promotion, avec des retours vraiment très positifs !Une aubaine pour toutes les personnes qui voudraient se former aux métiers Rev Ops, ou mieux appréhender les enjeux et problématiques de ces fonctions émergentes.Pour en savoir +, je vous invite à vous rendre directement sur le site internet de son école : https://www.albus.school/Je vous laisse maintenant en compagnie de Ugo pour écouter notre échange et récupérer toutes ses bonnes pratiques et les adapter au contexte de votre boîte.Et comme d'habitude, si cet épisode vous a plu, faites le nous savoir et n'hésitez pas à le dire à l'invité du jour !Vous pouvez aussi partager cet épisode et le podcast à votre réseau pour nous aider à le faire connaître au plus grand nombre.----------Références :Hébergé par Ausha. Visitez ausha.co/politique-de-confidentialite pour plus d'informations.

We discuss the unique challenges and opportunities that CS Ops presents, as well as the specific skill sets and pathways that aspiring professionals in this domain should cultivate.Join us as we unpack the intricacies of CS Ops, learn about Roger's day-to-day operations, and explore the future of this vital aspect of customer success within the tech industry. Whether you are a seasoned professional or just starting your journey, this episode promises to be an informative and engaging exploration of a field that is rapidly gaining prominence.How CS Ops differs from traditional customer successTransition into CS OpsImportance of personalization and proactivityCross-functional collaborationData-driven approachScaling and operational excellenceOvercoming challengesA typical CS Ops dayBreakthrough momentsFuture of CS Ops

Dans l'épisode du jour, je reçois Morane Shemtov de chez Payfit, pour parler de son rôle en tant que Product Ops.Après un début de carrière dans la Finance chez la BNP et HSBC en tant que stagiaire, Morane rejoint rapidement l'univers startup en intégrant Payfit où elle évolue d'abord dans l'équipe CS Ops pour optimiser la productivité de l'équipe Customer Success.Puis elle intervient en tant que Sales Ops en soutien de l'équipe commerciale, avec notamment pour objectif de déployer le nouveau CRM Salesforce, sujet longuement détaillé par Josselin Dugué dans le tout premier épisode du podcast Engrenages : https://smartlink.ausha.co/engrenages/episode-1-les-secrets-d-une-migration-crm-reussie-josselin-dugueEn 2 ans, Morane a eu le temps de découvrir les différentes problématiques des équipes Sales et CSM et notamment leur lien avec les équipes Product & Tech de Payfit.Elle intègre finalement l'équipe Product en tant qu'Ops afin de pouvoir renforcer les liens avec les Customer Success et améliorer la communication et l'efficacité de leur collaboration.En bref, Morane est là pour “casser les silos” et faire en sortie que les équipes travaillent mieux ensemble.Elle a notamment réussi à réduire drastiquement les tickets remontés par les clients, ce qui a permis d'améliorer le quotidien des Dev et de réduire le risque de turnover au sein de cette équipe, à cause d'une activité Maintenance devenue trop ingrate et rébarbative.Finalement, que ce soit en politique avec la création du parti Allons enfants, chez Payfit pour optimiser les process et la communication entre les équipes, ou encore chez Riverse où elle évolue aujourd'hui en tant que Chief of Staff, Morane excelle dans le fait de rassembler autour d'un projet et de coordonner les actions et les responsabilités de chacun.Découvrez justement dans ce nouvel épisode ce qu'elle a mis en place chez Payfit et comment elle l'a mis en place pour vous aussi optimiser le nombre de tickets remontés par vos clients.Et comme d'habitude, si cet épisode vous a plu, faites le nous savoir et n'hésitez pas à le dire à l'invitée du jour !Vous pouvez aussi partager cet épisode et le podcast à votre réseau pour nous aider à le faire connaître au plus grand nombre.Bonne écoute !

Qu'est-ce que le Market Ops ? Comment utiliser le no code et l'IA en tant que Ops ? Quelles astuces pour décupler les performances d'une équipe ?Dans ce nouvel épisode du podcast Engrenages, Hugo Cornu nous donne sa vision de l'Ops et nous explique concrètement comment le no code lui a permis de décupler les performances de ses actions marketing.Après être passé chez Klox, Hugo évolue aujourd'hui chez Alegria.group en tant que Growth lead. Mais dans la finalité il a un vrai profil d'Ops à la recherche de la performance, au même titre qu'un Sales Ops, qu'un CS Ops, qu'un Product Ops... enfin bref, au même titre que n'importe quel Ops qui cherche à améliorer la productivité de l'équipe qu'il soutient.Mais Hugo est multi-casquettes !Il est aussi une référence sur Linkedin sur tous les sujets no code et IA pour permettre aux boîtes de gagner en productivité et en efficacité. Et il prend du temps pour transmettre son savoir à des étudiants en intervenant en tant qu'enseignant dans des écoles et en étant le référent Growth & RevOps chez Scalezia.C'est un épisode à ne pas manquer si vous vous intéressez au Marketing et aux performances de vos actions Marketing.Vous aurez ici tout pour devenir vous aussi un véritable Market Ops, ou pour vous inspirer des pratiques de Hugo.Bonne écoute !----------Les références de l'épisode :Rocket School : école en alternance sur des métiers de Sales / CSM / GrowthESN : Entreprise de Services du Numérique, des entreprises qui font de la prestation de serviceData warehouse : https://www.oracle.com/fr/database/data-warehouse-definition/#:~:text=Un%20Data%20Warehouse%20est%20une,pour%20une%20meilleure%20business%20intelligence.Le Framework AARRR expliqué par Yann Leonardi : https://yannleonardi.com/framework-aarrr/Big Query : permet de stocker vos données dans le cloudWhaly : c'est un SaaS qui utilise l'IA pour vous aider à mieux visualiser et analyser vos données sans avoir besoin de maîtriser le SQLn8n : plateforme qui permet d'utiliser le no code pour automatiser certaines tâches (workflows)Make : plateforme qui permet d'utiliser le no code pour automatiser certaines tâches (workflows)Service Level Agreement (SLA) : permet de définir un niveau de service d'une entrepriseSales Qualified Lead (SQL) et Sales Accepted Lead : ce sont des termes qui permettent de définir le statut d'un lead, SQL signifie qu'il a été qualifié par le marketing suite à des actions marketing et des marques d'intérêts de la part du lead, le SAL signifie qu'un Sales a validé la qualité du lead après avoir échangé au moins une première fois avec lui.Waterfall enrichment ou enrichissement en cascade : cette technique consiste à utiliser plusieurs outils d'enrichissement de données à la suite pour obtenir le maximum de contacts dont on a les coordonnées suffisantes pour les prospecter. Il existe aujourd'hui des outils qui propose ce service clé en main, comme Full Enrich.Le podcast Datagen : podcast dédié au sujet de la gestion des donnéesHébergé par Ausha. Visitez ausha.co/politique-de-confidentialite pour plus d'informations.

SaaS companies spent the past decade optimizing for growth and customer acquisition at all costs. For many, the plan to actually retain and grow those customers has been foggy.Now with many businesses facing the reality of massive churn, it's become incredibly clear that helping customers succeed is just as important as acquiring them in the first place.So we're here today to discuss the third leg of the RevOps stool: customer success ops, and by extension, the discipline of customer success as well.CS Ops doesn't get as much love or attention as marketing or sales ops—one of my past guests jokingly referred to CS Ops as the "red-headed step-child" of RevOps. But I think, and hope, this is starting to evolve.Thanks to Our SponsorMany thanks to the sponsor of this episode - Knak. If you don't know them (you should), Knak is an amazing email and landing page builder that integrates directly with your marketing automation platform. You set the brand guidelines and then give your users a building experience that's slick, modern and beautiful. When they're done, everything goes to your MAP at the push of a button. What's more, it supports global teams, approval workflows, and it's got your integrations. Click the link below to get a special offer just for my listeners. Try Knak About Today's Guest Stephen McBride is a Customer Success and CS Ops leader dedicated to helping companies grow better. His career has spanned in-house and consulting roles, and he's spent over seven years in total at Hubspot, five of them as a leader in their Customer Success Org. He recently returned to the agency world with Go Nimbly as a RevOps Delivery Director. https://www.linkedin.com/in/mcbridest/Key Topics[00:00] - Introduction[01:49] - Defining the role of customer success[02:51] - Role of CS in a PLG motion[03:37] - Strategies of a great CS team[06:00] - CS strategy at Hubspot[07:56] - Why do some big companies neglect CS?[09:29] - CS as cost center vs. growth driver[11:38] - Balancing the mindset of customer support vs. upselling[14:09] - Defining the mission of your CS team[15:36] - CS as a point of leverage in the customer experience[17:28] - Impact of macro-economic factors on CS strategies[20:06] - Identifying the impact of CS, factors you can A/B test[21:35] - Scope and mission of CS Operations [23:23] - CS Ops as a its own function vs. part of RevOps[29:09] - Who should a unified RevOps function report to?[31:52] - CS Ops vs. MOPS and SOPS[34:42] - CS tools and systems[40:19] - A best-in-class CS tech stack[42:34] - Churn forecasting[44:35] - Getting truly useful health scores[48:34] - Reducing churn Thanks to Our SponsorBig thanks goes out UserGems for sponsoring today's episode. We all know that outbound is really tough. Now imagine a world where you're reaching people who know your product, love your product, and are actually happy to hear from you. UserGems makes that a reality. They identify your customers and champions who change jobs and automatically push new contacts to your CRM so your team can follow up. If you're not reaching out to customer job changers, you're missing opportunities. Click the link below for a special offer just for my listeners. Try UserGems Resource LinksNet Revenue Retention Hub - Go Nimbly - Go Nimbly's excellent hub on NRR and CS topics. Learn MoreVisit the RevOps FM Substack for our weekly newsletter:

#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell. Timestamps 0:00 - Preview 1:20 - Josh forgets to record, Mickey joins Restaurant365 7:32 - Meet Kris 8:49 - Is having CS report to the CRO a good idea? 11:22 - Commisioning CSMs for retentions and upsells 14:14 - What does a CS Ops analyst do? 18:35 - Managing a team of 260 CSMs 21:10 - Ensuring customer enablement and engagement 25:00 - Kris rehired and outsourced work to former employees during Covid-19 30:05 - How does this outsourcing work at Restaurant365? 32:20 - Focus on Minimizing Customer Turnover and Payroll 35:00 - AI in CS 38:50 - Benchmarking customers against their competitors 42:00 - Closing ___________________________

Simona Dimitrova et son équipe Customer Education ont réduit de 50% le nombre de tickets reçus par l'équipe CSM de Pennylane. En moins de 2 ans.Mais connaissez-vous la Customer Education ?En quelques mots, c'est s'assurer que vos clients possèdent les connaissances nécessaires pour utiliser votre produit et en percevoir la valeur. En d'autres termes, créer de meilleurs utilisateurs.Autant vous dire que ça fait partie intégrante d'une stratégie CS Ops pour accompagner la croissance d'une boîte.Et quand c'est bien ficelé, ça améliore l'expérience et l'autonomie de vos clients. Les bénéfices directs :moins de demandes de support ✅une meilleure satisfaction ✅moins de churn ✅Que demander de plus ?Savoir comment on met en place une Customer Education efficace ?Ça tombe bien, Simona nous explique tout ça dans ce nouvel épisode du podcast Engrenages !En combinant ses études en Économie et en Ressources Humaines, Simona s'est rapidement tournée vers la formation des collaborateurs. Et c'est dans la construction et la mise en place de systèmes de formation performants qu'elle s'est spécialisée.Après ses débuts chez L'oréal, Crossknowledge puis BCG, elle intègre l'écosystème startup en rentrant chez Payfit. Il y a 2 ans, elle rejoint Pennylane en tant que Head of Education & Community ; elle y déploie son expertise de Customer Education.Pour l'anecdote, c'est quand elle m'a expliqué la complexité du produit Pennylane que j'ai compris à quel point sa mission est indispensable !Mais la Customer Education, ce n'est pas qu'un enjeu de complexité de produit. Si vous avez un produit qui se vend tout seul et s'utilise en autonomie ou tout simplement que vous voulez faire gagner du temps à vos Customer Success Manager, il est urgent de vous intéresser à la Customer Education et à l'onboarding de vos clients.Alors bonne écoute !

Comment construire un système Revenue Ops qui résiste aux tempêtes de l'hyper croissance ?C'est ce que Robin Iss a vécu à plusieurs reprises depuis qu'il a basculé dans le monde des startup.Pour ce 5ème épisode, j'ai eu le plaisir de recevoir Robin Iss, Head of Revenue Operations chez sunday.Avant cela, Robin a fait un bref passage dans le conseil avant de démarrer son aventure dans le monde des startups.En un peu moins de 10 ans, il a eu l'occasion d'accompagner 4 jeunes startups dans leur hyper croissance.Robin apprécie ces environnements parfois un peu chaotiques où son champ d'action a souvent été très impactant pour la croissance des boîtes.Depuis début 2022, Robin a rejoint sunday juste après leur levée de fonds de 100M€.Rapidement, il s'est attelé à structurer la partie Revenue dans un contexte passant d'hyper croissance à l'international à des enjeux de rentabilité devenus clés après le retournement de la Tech américaine fin 2022.Avec Robin, nous avons retracé son parcours de Head of Sales chez Monbanquet à Head of Revenue Ops chez sunday, en passant par Upflow et Vendredi.Il nous partage au micro du podcast Engrenages ses meilleurs conseils pour déployer et structurer une vision Ops et se rendre indispensable dans la croissance d'une boîte.Abonnez-vous à la newsletter pour être tenu au courant de la sortie des nouveaux épisodes : https://podcast.ausha.co/engrenages?s=1----------Les références de l'épisode :Le podcast What is Ops : https://www.youtube.com/channel/UCoUBO6f-b5dBlYzdT3j5A9AGénération Do It Yourself de Matthieu Stefani : https://www.gdiy.fr/Le site de Follow Tribes : https://www.followtribes.io/La communauté Business Operations Network : https://businessops.io/

En vente complexe, on accorde plus d'importance à l'expertise des commerciaux et à leur intelligence relationnelle qu'aux processus et aux automatisations. L'approche doit être stratégique et déroulée avec précision par toute l'équipe de vente.Pour ce 4ème épisode du Podcast Engrenages, je reçois Thibault Le Bivic, Revenue Operations Manager chez Trustpair.Après avoir passé 5 ans en tant que consultant RevOps et 2 ans chez Yousign comme Business Operations Manager, il a rejoint les équipes de Trustpair il y a presque 1 an pour déployer toute la partie Revenue Ops.Il y découvre le monde de la vente complexe et ses spécificités où le moindre détail compte + que de mettre en place une myriade d'automatisations.Il nous livre à travers cet échange sa compréhension et sa vision de la vente complexe en tant qu'Ops :La vente complexe, c'est moins de prospection mais des interactions de meilleures qualitésLes automatisations et process ont moins d'impacts sur la performance commerciale qu'en SMBsChaque opportunité est unique et doit être traitée individuellementIl est essentiel de définir des critères de performance commerciale très tôt dans le cycle de venteCet épisode vous permettra de mieux comprendre les enjeux d'un Revenue Ops dans un processus de vente complexe et l'importance d'avoir une vision à 360° pour apporter sa plus value à la vente de grands comptes.Abonnez-vous à la newsletter pour être tenu au courant de la sortie des nouveaux épisodes : https://podcast.ausha.co/engrenages?s=1----------Les références de l'épisode :À suivre sur linkedin :Toni HohlbeinEddie Reynolds Matthew VolmBlog à suivre : https://kellblog.com/*Une vente complexe est définie par un cycle de vente long (>6/9 mois), plusieurs interlocuteurs à convaincre et un panier moyen (très) élevé (plusieurs dizaines voir centaines de milliers d'euros). Contrairement à une vente SMBs (Small & Medium Businesses) définie par un cycle de vente plus court (quelques jours à quelques mois), 1 ou 2 décideurs et un panier moyen + faible (quelques centaines ou milliers d'euros).

Connaissez-vous les principes de base d'un forecast précis et efficace ?Le forecast, ou prévision des ventes, est un élément capital pour gérer sa stratégie commerciale et marketing court terme.Les projections du CA atteignent les objectifs avant la fin du trimestre ? On peut baisser les dépenses marketing.Les projections du CA n'atteignent pas les objectifs fixés ? On peut déployer un système de remise exceptionnelle, un challenge entre les commerciaux ou toute autre action permettant de booster la génération de revenu.Après un passé de laborantin, puis de directeur de laboratoire de géologie, Clément Abadie s'est tourné vers le monde des Ops qu'il a découvert grâce à la formation en vente Iconoclass et à Livementor.Aujourd'hui, Clément évolue en tant que Sales Ops chez Cegid où il est responsable des projets Ops transverses, dont la définition, l'animation et la maintenance de leur système de Forecast avec l'outil Pigment.Au micro du Podcast Engrenages, il nous livre son retour d'expérience sur l'intérêt d'avoir un bon système de prévision des ventes et comment le mettre en place.Ce que vous découvrirez dans cet épisode :Quelles sont les informations nécessaires à l'établissement d'un bon forecastLa différence entre un forecast automatisé et un forecast déclaratifLes routines pour établir un forecast pertinentLes surcouches de validation d'un forecast pour éviter les erreursVoici les références de cet épisode :Le diagramme en cascade ou waterfall : https://fr.wikipedia.org/wiki/Diagramme_en_cascadeLe slack de la communauté Business Operations Network : https://businessops.io/Le livre Hooked de Nir Eyal : https://www.nirandfar.com/hooked/Bonne écoute !

"En fait, le cycle de vie client, pour moi, ça va être le parcours de ton client, de la relation que tu as avec lui du début jusqu'à la fin. Et pour moi, pour aller même plus loin, c'est un cycle de vie qui ne s'arrête jamais."Dans ce 2ème épisode du podcast Engrenages je reçois Fabien Duclos, Sales Ops expert chez in Residence [WEFY Group], ex-Avizio.Au cours de cet épisode, Fabien nous partage : sa définition et sa vision d'un cycle de vente clientle rôle d'un Sales Opssa méthodologie pour résoudre des problèmes, le Problem SolvingCet épisode vous sera utile si vous souhaitez revoir votre cycle de vie client, de la génération d'un lead aux différentes phases de votre cycle de vente, et jusqu'à la vie de votre client après la signature du contrat et à ce qu'il se passe après un churn.Voici les références de cet épisode :L'effet Dunning-Kruger : https://www.hellowork.com/fr-fr/medias/effet-dunning-kruger-quand-les-plus-mauvais-se-croient-doues.htmlLa certification ISTQB (International Software Testing Qualifications Board)Exemple de livre : https://www.fnac.com/a10900205/Jean-Francois-Pradat-Peyre-Pratique-des-tests-logiciels-4e-ed-Ameliorer-la-qualite-par-les-tests-Gerer-une-campagne-de?oref=00000000-0000-0000-0000-000000000000&Origin=SEA_GOOGLE_PLA_BOOKS&esl-k=google-ads%7Cnx%7Cc%7Cm%7Ck%7Cp%7Ct%7Cdc%7Ca20111491090%7Cg20111491090&gad_source=1&acs_info=ZmluYWxfdXJsOiAiaHR0cHM6Ly93d3cuZm5hYy5jb20vYTEwOTAwMjA1L0plYW4tRnJhbmNvaXMtUHJhZGF0LVBleXJlLVByYXRpcXVlLWRlcy10ZXN0cy1sb2dpY2llbHMtNGUtZWQtQW1lbGlvcmVyLWxhLXF1YWxpdGUtcGFyLWxlcy10ZXN0cy1HZXJlci11bmUtY2FtcGFnbmUtZGUiCg&gclid=CjwKCAiA5L2tBhBTEiwAdSxJX0ktpJE3D2nxW_CwwOipXCRjVVnwTKLlazRn9XAhf7yzhT5-Q4w_khoClpMQAvD_BwE&gclsrc=aw.dsLa Nouvelle du pingouin et de la banquise qui fond, Our Iceberg Is Melting de DR. John Kotter & Holger Rathgeber : https://www.kotterinc.com/bookshelf/our-iceberg-is-melting-2/Le Calcio Fiorentino, ancêtre du foot à Florence : documentaire sur Netflix dans la série Sport d'ailleurs, Calcio StoricoBonne écoute !

Avez-vous déjà songé à l'impact colossal d'une migration CRM sur la croissance et l'efficacité opérationnelle d'une entreprise ?Dans ce 1er épisode du podcast Engrenages, nous plongeons au cœur d'une telle transformation avec Josselin Dugué (ex Payfit), cofondateur de Kano, une agence spécialisée en gestion et déploiement CRM et gestion de la Data. Durant 4 ans passés chez Payfit à vivre une croissance vertigineuse (de 100 à 1000 employés et x20 en terme de CA), Josselin a activement participé à 3 migrations CRM :Migration de la partie Sales de Hubspot à SalesforceDéploiement de la partie CS sur Salesforce avec une migration depuis ZendeskMigration de l'équipe “Déclaration” sur SalesforceJosselin nous détaille le processus méticuleux et les stratégies déployées lors de ces 3 migrations CRM effectuées chez PayFit. Il nous révèle les défis techniques, l'importance cruciale du Change Management, et l'obligation d'impliquer l'ensemble des équipes du CEO aux opérationnels pour assurer un alignement stratégique et une évolution fluide et efficace du projet de migration.Pour finir, Josselin insiste sur l'importance du côté humain et de la communication pour assurer le succès d'une migration CRM.En conclusion, cet épisode est une mine d'or pour quiconque s'intéresse ou est impliqué dans une migration CRM.Abonnez-vous à la newsletter pour être tenu au courant de la sortie des nouveaux épisodes : https://podcast.ausha.co/engrenages?s=1

Engrenages, c'est le podcast où je pars à la rencontre d'Ops expérimentés pour décrypter les meilleures stratégies et astuces qui permettent d'accompagner la croissance des boîtes.Pour cet épisode 0, je prends le temps de :me présentervous présenter le podcast Engrenagesvous expliquer pourquoi j'ai lancé ce podcastLes Ops permettent de fluidifier les process de chaque équipe et de tirer leurs performances vers le haut, tel un système d'engrenage bien huilé dans un mécanisme.Dans cet épisode, je fais référence à ma première expérience entrepreneuriale, VinMaské.Vous pourrez retrouver l'article sur Maddyness grâce au lien qui suit : https://www.maddyness.com/2019/07/01/maddyrex-planter-startup-avant-lancement/Bonne écoute

Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael's insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an operations function.We also delve into the topic of internal training/change management. Michael shares how he harnessed his own software to introduce new processes within his team, underlining the value of quizzes to identify knowledge gaps. Enjoy! I know I sure did...Michael's LinkedIn: https://www.linkedin.com/in/michaelbojanski/Resources Mentioned in this Episode:Join DCS Connect, the first community focused specifically on Digital Customer Success: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbMDigital CS Shoutouts:Kristi Faltorusso @ ClientSuccess: https://www.linkedin.com/in/kristiserrano/JD Nyland @ ClientSuccess: https://www.linkedin.com/in/jdnyland/Support the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems. As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform. Enjoy! I know I sure did...Matthew's LinkedIn: https://www.linkedin.com/in/matthewlind/Resources Mentioned in this Episode:Book: "The Checklist Manifesto: How to Get Things Right" by Atul Gawande - https://amzn.to/3sE9tnMPodcast: The Success League Podcasts - https://www.thesuccessleague.io/podcastsPodcast: RevOps Corner - https://podcasts.apple.com/us/podcast/revops-corner/id1619571311Shoutout to:Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/"Don't boil the ocean but instead, make a pot of tea"1Password for their Digital CS StrategySupport the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This week GGR dusts off another gem from the past, this one from December 4, 2019.  A strong CS Ops team can make a huge difference within an organization and be a force multiplier for the entire CS team. Jennifer Kirkland (formerly VP of CS Ops and Professional Services at Conversica, currently Executive VP of Client Success at Axero) joins Jeff and Jay to talk about how Jennifer used her account and product management experience to create a process that made a difference and helped the CS team build effective 1:many processes. How are you using your CS Ops team to increase your team's efficiency and effectiveness? ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

This week GGR dusts off another gem from the past, this one from December 4, 2019.  A strong CS Ops team can make a huge difference within an organization and be a force multiplier for the entire CS team. Jennifer Kirkland (formerly VP of CS Ops and Professional Services at Conversica, currently Executive VP of Client Success at Axero) joins Jeff and Jay to talk about how Jennifer used her account and product management experience to create a process that made a difference and helped the CS team build effective 1:many processes. How are you using your CS Ops team to increase your team's efficiency and effectiveness? ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Sean Lane, VP of Field Operations at Drift, joins us to share how operations can play an instrumental role in designing and ensuring a great customer experience.

Welcome to CS Essentials by Gainsight! This series focuses on the foundational pieces of building a customer success organization. In this episode, hosts, Kristen Hayer and Tim Van Lew, interview Kerri Wienbeck , CS Ops leader at Calyx, about why might you choose to build a digital CS program.Don't forget to subscribe to stay up-to-date on Customer Success best practices!

According to Gainsight's 2022 Customer Success Index, companies that reported the highest net revenue retention rates (NRR) also reported investing 10% of their revenue in their customer success and customer success operations (or CS Ops) teams - which translates to the fact that investing in customer success increases both revenue and overall value of the business. Today we're going to talk about Customer Success Operations and the role it plays in the current success and future growth of companies. To help me discuss this topic, I'd like to welcome Scott Salkin, SVP and GM, Gainsight Essentials at Gainsight. RESOURCES Learn more about Basecamp, including a free trial here:  https://www.basecamp.com/agile  The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

According to Gainsight's 2022 Customer Success Index, companies that reported the highest net revenue retention rates (NRR) also reported investing 10% of their revenue in their customer success and customer success operations (or CS Ops) teams - which translates to the fact that investing in customer success increases both revenue and overall value of the business. Today we're going to talk about Customer Success Operations and the role it plays in the current success and future growth of companies. To help me discuss this topic, I'd like to welcome Scott Salkin, SVP and GM, Gainsight Essentials at Gainsight. RESOURCES Learn more about Basecamp, including a free trial here:  https://www.basecamp.com/agile  The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

Seth Wylie, Director of CS Ops and Admin Community at Gainsight, shares how customer success operations can become a strategic leader and partner to the CCO, what the maturity evolution of this role and the team looks like and what capabilities and skills are required to become a high-performing CS Ops team.

This episode of CS No BS features an interview with Shona Fenner, Sr. Customer Success Operations Manager at PetDesk. Designed with busy veterinary practices in mind, PetDesk streamlines client communication to keep staff happy, patients healthy, and practices profitable.With more than seven years at PetDesk in a number of roles, Shona has developed a breadth of knowledge across the company. Prior to PetDesk, she garnered wide-ranging expertise in fields such as video production and editing, sales and service, and customer satisfaction. In this episode, Shona discusses shifting from an account management model to customer success, the importance of staying curious, and the secret sauce behind the customer success paradox.  --------Guest Quote:“Immediately when moving from the everyone does everything account management model to customer success, whether it's giving someone like one article that's, you know, a thousand words to read or a giant 400 page book, no matter what it was, they could kind of get the idea pretty quickly when they realized that you still had all this ownership over the customer, but it was owning the moment more than owning the customer itself.” - Shona Fenner --------Timestamp Topics:*(04:36)  - Shona's journey into Customer Success *(08:20) - Shona's review of Farm Don't Hunt *(11:18) - Biggest hurdles in Customer Success*(16:36) - Maintaining healthy customers*(22:58) - What's next for CS Ops?*(27:44) - Competing with big box retailers *(35:53) - Visibility through Totango *(41:13) - Advice from Shona*(42:30) - Quick Hits *(46:03) - Biggest BS in CS --------Sponsor:This podcast was created by the team at Totango. Design and run best-in-class customer journeys with no-code, visual software that delivers immediate value, easy iteration and optimization, and predictable scale-up growth. Join over 5,000 customers from startups to fast-growing enterprises using the industry's only Composable Customer Success Platform. Start for free at Totango.com.--------Links:Connect with Jamie on LinkedInConnect with Shona on LinkedInTotango.com

You may have heard the acronym FP&A many times, but always wondered what it stood for?  Financial Planning and Analysis is the function, typically present in more mature companies responsible that is responsible for financial planning, modeling and analysis.Paul has a summarized view of what FP&A professionals are responsible for which is: "FP&A  is responsible to maximize shareholder return by helping businesses to best deploy and allocate future dollars".Where does FP&A start and end, versus the Revenue Operations function?  Well, the answer was clear as mud. Paul shared that each company defines FP&A and RevOps differently,  Some companies have "operations" report to the CFO and some to the Chief Revenue Officer.  The primary answer was "planning and modeling" goes into FP&A, and the rest of operations depends on the culture and competency within a company.Forecasting was another topic that is sometimes responsible for forecasting and others FP&A simply validates the Sales provided forecast, but not to create and share the forecast.  Basically, can FP&A use historical financial data toreview and validate the forecast.I drilled down into how FP&A departments become involved with "SaaS Metrics" in the SaaS industry.  Paul likes to see CFOs as the primary owner of the data that drives SaaS Metrics to ensure that the input data and the enterprise value creating metrics are standardized. Basically, not having the Go-to-Market functions own the SaaS Metrics formula definition, but can collaborate with FP&A in the calculation of the metrics using the "Finance" approved definition and calculation formula.If you are involved in the financial planning, modeling and reporting process in your SaaS company, and already have or are evaluating introducing a FP&A function that will work closely with the GTM operations teams (Sales Ops, Marketing Ops, CS Ops and/or RevOps) this conversation is a great listen!

Seth is a self-proclaimed “unredeemable CS Geek,” passionate about creating human first connections. He brings over fifteen years of experience in various analyst and customer success roles and leadership positions. Before his current role at Gainsight, Seth was the Director of Customer Success Operations at InsightSquared, where he managed various swaths of their CS. He saw the organization grow from fewer than ten employees to the largest company he had ever worked for. Today, Seth shares how CS Operations can become a strategic leader and partner to the CCO, what the maturity evolution of this role and the team looks like and what capabilities and skills are required to become a high-performing CS Ops team.

In this podcast, Jeff does a deep dive into the world of CS Ops with David Epperly of Red Canary. David put together a great post about the basics of CS Ops (click here to read). Topics discussed were: - Key metrics to track for CS Ops to prevent churn - Do you need CS-specific tools like Gainsight or Churn Zero to use data for understanding churn risk? - Using qualitative factors to understand churn risk - What level do you start relying on data science and more complex tools? - David describes his current CS Ops Tech stack - How does somebody break into CS ops?

In this episode, Arthur discusses scaling the Customer Success department with our guest David Sakamoto. They touch on topics like scaling best practices, aligning Customer Success with other departments, CS OPS, CS metrics, and much more!David is the VP of Customer Success at GitLab and former Head of Customer Success at Cisco (The Americas).Listen out for:00:00 Background4:30 Scaling Best Practices and Common Mistakes7:30 How to Align CS with other departments11:50 Structuring the Handoff Between Sales and CS16:10 CS Ops19:20 How Does the Customer Input Goes All the Way to the CEO23:20 Customer Success Metrics25:50 Building a Revenue Driving Function in CS27:40 Incentive Structure31:00 The importance of Role Modeling and Leadership37:00 Content Recommendations

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 responsibilities of her team, how to detect risk and expansion opportunities in a digital model, and most importantly, why she believes that digital CS is not a segment—but a strategy that can benefit all customers. Resources: Follow Lane Holt on LinkedInRead Nick Mehta's post on her Digitally-Led CS thought leadershipWatch her discuss “The Role of CS Ops in Tech-Touch”

This week we are joined by Dana Soza, of customer everything.com. Dana is an OG in Customer Success, and was named a 2021 Top 100 Customer Success Strategist. We talked about doing CS before CS was even a thing. Some topics we went over were: Creating tech and templates out of thin air Streamlining the Onboarding Process with CRM Automation Increasing Adoption by 900% (!!!) Creating a process from scratch from presales through renewal Using data to retain and upsell customers, even if they were in danger of not renewing We also talked about Dana's passion for helping new CSM's find jobs, and then coaching them through all aspects of their careers.

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 to automate those activities), and 3) visibility (because as Jeff says, “sunlight is the best disinfectant.”) Resources: Follow Jeff on LinkedInCheck out his post on GitLab going publicRead Jeff's Gainsight interview about implementing CS Ops at scale

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 pitfalls to avoid, and the difference between providing customer impact and customer value. Resources: Follow Beth on LinkedInRead her post on restructuring the typical org designCheck out her lessons from running CS Ops

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 advancement. Resources: Register to attend Gainsight's CS Ops Unplugged on December 2, 2021Follow Seth on LinkedInSee Gainsight's compilation of info about CS Ops, including the CS Ops Mentor ProgramCheck out his list of CS Ops Slack Communities

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 the Customer Success team.Resources: Follow Zeina on LinkedInRead how CS Ops matures

“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, Daniel shares the main benefits of Customer Success owning Sales Engineering: more control over time to value, better use cases, and Net Retention Rate. Resources: Follow Daniel on LinkedIn and TwitterRead his piece on why Sales Engineering should live in CSCheck out his post on CS Ops

Dave Derington, Customer Education leader at Outreach, gives us an inside look at how Outreach's Customer Education program works. He outlines how Customer Education is different from the CS Enablement and CS Ops teams and offers some first steps in building an effective Customer Education program. ResourcesFollow Dave on LinkedIn and TwitterTune into Dave's podcast The Customer Education LaboratoriesListen to Dave explain why Customer Ed is a scale engine for Customer Success

Jeff Heckler, Global Head of Customer Success at Pipedrive, breaks down the actions CS leaders can take to increase their prominence on the executive team. He covers how to: Use the CS metrics CFOs care aboutShare the value of CS by comparing metrics of CS-managed accounts vs unmanaged accountsTeach other execs the value CS can provide to their function (more ARR, lower CAC, higher LTV, better margins, sticker product experience, more referenceable customers, etc.)Resources: Follow Jeff on LinkedIn and TwitterRead how he’s built out CS Ops at PipedriveCheck out Jeff’s answer to “What's one thing every Customer Success leader should know?”

While everything in sales and marketing funnels is measured and instrumented to ridiculous levels of detail, it's easy to forget about the post-sale customer journey. That's where Customer Success Operations teams come in.CS Ops hasn’t always received the same amount of time and attention that Marketing Ops and Sales Ops have, but it’s making its presence known now.Our guest on this episode, Caitlin Quinlan, is the Senior Vice President of Revenue Operations at Gainsight, and she has helped design every aspect of that customer journey from post-sale responsibilities and hand-offs to retention forecasting. In our conversation, Caitlin and I talk about the evolution of CS Ops, the way she debunks myths about Sales and CS compensation, and she outlines the 2x2 grid that Gainsight uses to segment its customer base.Like this episode? Be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and share the pod with your friends! You can connect with Sean on Twitter @Seany_Biz @DriftPodcasts

Jay and Jeff are joined by Jennifer Kirkland, Vice President of Customer Success Operations and Professional Services at Conversica and an experienced leader in CS Ops, account management, and product management. Tune in to hear her talk about her approach to CS Ops and change management throughout an organization. -- Big shout out to Jennifer and Conversica:https://www.conversica.com/ Jennifer Kirkland: https://www.linkedin.com/in/jenniferdkirkland/ -- This can be found on our website: https://customerimperative.com/jennifer-kirkland-conversica/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

On part two of our webinar series, you'll hear from Customer Imperative's very own CS Ops expert, Jeff Breunsbach. He's worked with over 30 SaaS companies during his tenure at Customer Imperative's and has a wealth of knowledge to share about what Customer Success means for SaaS organizations. -- This can be found on our website: https://customerimperative.com/what-is-cs-webinar/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization. Check out more: https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/ -- Big shout out to Jason (https://www.linkedin.com/in/jasonaconrad/) -- This can be found on our website: https://customerimperative.com/cs-operations-webinar-with-jason-conrad/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/