Podcasts about Customer success

Kundenkommunikation – Datentransparenz – KI. Das sind die drei größten Potentiale für deinen Field Service Management – und wenn du es richtig anstellst, verdienst du damit sogar Geld! Heute stellt sich Pascal Löchner, Head of Customer Success bei uns, den Fragen von Andrea Spiegel. Und dabei geht es nicht um die offensichtlichsten Dinge wie „Mehr Geld verdienen als ausgeben = gut“. Wir klären, welche Handlungsfelder bearbeitet werden sollten, was das Mindset mit all dem zu tun hat und welche Tools dabei helfen können, mit dem FSM in die schwarzen Zahlen zu kommen. Wenn du also im Field Service auch immer wieder deine Kosten kalkulierst – hör doch mal die Folge rein und schnapp dir ein paar Infos, um aus den Kosten am Ende vielleicht sogar Gewinn zu schlagen! Wenn du noch Fragen hast - schreibe sie uns gerne in die Kommentare oder per Mail an marketing@l-mobile.com. Du möchtest mehr über L-mobile erfahren? Dann schaue gerne auf unserer Website vorbei: https://www.l-mobile.com/?utm_source=podcast&utm_medium=social&utm_campaign=organic_podcast-105-pascal-fms-cost-profitcenter Ihr findet unseren Podcast auch auf Youtube: https://youtu.be/cqFgojQ9Rkg /?utm_source=podcast&utm_medium=social&utm_campaign=organic_ podcast-105-pascal-fms-cost-profitcenter

Stephanie Hildreth is an accomplished executive and former CEO of Mindful magazine, now serving as Chief of Staff and Head of Customer Success at a rapidly growing tech company. In this episode, Stephanie shares her journey from media to health tech and SaaS, offering deep insight into what it takes to lead high-performing teams through change. Her approach blends strategy with emotional intelligence, and her story is a powerful guide for anyone navigating career pivots or leading transformation from within.Key Takeaways:Why strong leadership starts with self-awareness and trustHow to use feedback loops to build stronger teams and culturesWhat to look for when making a career pivot into a new industryHow to lead strategic change without losing human connectionThe mindset shift that helps you thrive in high-growth environmentsMeet Stephanie HildrethStephanie Hildreth is a high-impact executive known for leading with both heart and precision. Formerly CEO of Mindful magazine, she now serves as Chief of Staff and Head of Customer Success at a fast-growing tech company. With experience across SaaS, media, and health tech, Stephanie is passionate about operational excellence, leadership development, and building cultures rooted in emotional intelligence and transparency.Meet StephanieHow She PivotedStephanie Hildreth's career has never followed a straight line—and that's by design. After a winding path into her first leadership roles, she realized her true strengths were rooted in emotional intelligence and the ability to lead through change. As CEO of Mindful magazine, she navigated a major transformation, growing the business while realigning its vision and ultimately leading it through a successful exit.“There was a moment when I said, if not me, then who? And that changed everything,” shared Stephanie Hildreth on episode 28 of the Rhonda Coleman Wandel podcast.That clarity has guided each step since. Whether transitioning into new industries or taking on dual leadership roles in tech, Stephanie has stayed grounded in her core values. Her career evolution shows that you don't have to choose between performance and purpose—you can build a path that honours both.Insights for Ambitious WomenStephanie's story is a blueprint for leading with intentionality and grace. She believes success isn't about proving your worth—it's about aligning your work with who you are. From navigating imposter syndrome to embracing risk, her insights help ambitious women show up with more confidence and clarity.“Leadership isn't about being the loudest in the room. It's about being the clearest,” encouraged Stephanie Hildreth on the RCW podcastHer career pivots remind us that growth often begins with a question—and that reinvention starts when we stop waiting for permission and start trusting our capacity to lead.Want More Like This?Be sure to subscribe to the podcast on your favourite platform so you never miss an episode. And if you're ready for even more honest stories, career inspiration, and powerful insights, join Rhonda's monthly newsletter. It's where ambitious women get the encouragement, tools, and behind-the-scenes wisdom to thrive—straight to your inbox. Subscribe to the newsletter and catch more episodes at RhondaColemanWandel.com

Special Episode: Modern Therapist's Consumer Guide on Relias Curt and Katie talk with Candace Wallace, Chief Customer Officer at Relias, about how this tech-enabled platform supports therapist training, infrastructure, and regulatory compliance. Candace explains how Relias helps practices of all sizes reduce admin burdens, improve staff retention, and compete in a changing behavioral health landscape. This episode is part of our Modern Therapist Consumer Guide, where we explore tools and services designed for therapists and their clients. About Our Guest:Candace Wallace is the Chief Customer Officer at Relias, overseeing Customer Success, Renewals, Support, and Professional Services. Since joining in 2013, she's led several key teams and now focuses on delivering customer value at scale. With degrees in Archaeology and Religion from Baylor University, Candace's career path includes both compliance consulting and a deep commitment to healthcare systems transformation. Key Takeaways: Relias reduces administrative burdens to improve patient care Solutions are tailored to solo, small, and large practices alike Training, leadership development, and compliance tracking in one platform Helps therapist-led organizations stay competitive and grow sustainably Started with small providers—continues to focus on accessible, effective tools For full show notes and transcripts, visit:https://www.mtsgpodcast.com Join the Modern Therapist Community:Linktree Creative Credits:Voice Over by DW McCannMusic by Crystal Grooms Mangano

Think you need a “perfect” Customer Success resume to land a $120k role? Think again. Two of my clients just scored these coveted jobs. One after a two-year gap, the other coming from, wait for it, a winery. And neither had what most would call a flawless background.In this episode, I break down exactly what got them hired. You'll hear how they showcased serious revenue impact and built scalable solutions that hiring managers desperately need right now. Plus, I'll share the actionable four-step game plan you can swipe, regardless of gaps or zig-zaggy career paths and unpack the mindset shift that matters more than any bullet point on your résumé. Ready to find out what actually separates those who get hired for the big money from those who don't? Hit play and let's rewrite your CS career story, starting today.

Text us your questions and thoughts!In this episode of the Women in Customer Success Podcast, we sit down with Liz Starling, Head of Customer Success at Anthropic, to explore her fascinating career journey from environmental scientist to business consultant to customer success powerhouse. Liz is a seasoned customer success leader with a unique career path and a strong vision for what great customer engagement looks like. From the importance of aligning with the buyer early on to the nuances of presenting and reinforcing customer value, Liz delivers an actionable and passionate masterclass that every CS professional can learn from.She shares insights on the importance of delivering value to customers and the impact of relationship-building skills. She also offers practical advice on career advancement, lessons every woman should learn, and the role of seeking new challenges in personal growth. We discuss:Career crossroads & seeking new challengesTransitioning from Environmental Scientist to Consultant to CS LeaderThe importance of delivering customer valueHow to create opportunities for career advancementTips for aligning pre-sales and post-sales effortsYou'll also enjoy a fun, rapid-fire round where we get to know Liz on a more personal level. This episode is such a treat. So sit back and enjoy!

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development.Chapters00:00 Introduction to Time to Value in Customer Success02:04 Understanding Time to Value (TTV) and Its Importance05:53 Common Mistakes Sabotaging Time to Value09:43 Strategies to Reduce Time to Value13:56 Practical Examples and Final Tips20:07 Conclusion and Call to ActionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revup#customersuccesspro #podcast #customersuccessmanagerSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Are you a SaaS founder struggling to hit your first $10K in MRR? You're not alone it's the first major hurdle every SaaS founder faces: proving your product, landing real customers, and building traction. In Season 6 of the The Grow B2B SaaS podcast, Joran Hofaman spoke to 20 successful SaaS founders and experts who've been through it, and at the end of each interview, He asked them one question: “What's your best advice for reaching $10K MRR?” This episode brings all their answers together into one powerful, no-fluff summary and before each expert speaks, he'll tell you which episode they're from so you can check out their full story. If you're growing a SaaS, this episode is packed with the insights you wish you had months ago.Key Timecodes(1:07) - Episode 1: Kristi Faltorusso on Customer Success(2:35) - Episode 2: Aaron Ross on Predictable Revenue(5:11) - Episode 3: Clark Barron on Demand Gen Strategy(6:20) - Episode 4: Pablo Assensio on Product-Led Growth(7:44) - Episode 5: Peter Loving on UX and Revenue(9:04) - Episode 6: Tom Shapiro on SEO for SaaS(10:29) - Episode 7: Mina Golesorkhi on SaaS Hiring(12:59) - Episode 8: Johnny Staker on SaaS Growth Strategies(14:12) - Episode 9: Elliott Rayner on Strategic Storytelling(16:42) - Episode 10: Craig Brown on ICP and Messaging(18:56) - Episode 11: Ben Murray on Financial Strategy(20:05) - Episode 12: Nicolas Calabrese on International Expansion(22:33) - Episode 13: Kevin Lems on SaaS Pricing in the AI Era(24:21) - Episode 14: Ramly John on Onboarding Strategies(26:09) - Episode 15: Patrick Cumming on Paid Ads(28:19) - Episode 16: Zoltan Vardy on Founder-Led Sales(29:36) - Episode 17: Alexander Estner on Go-To-Market Playbook(30:55) - Episode 18: Frank Sonders on Go-To-Market Strategy(32:12) - Episode 19: Ezean and Oji Odeze on Product Management Lessons

"You can try to develop self-awareness and take a beginner's mind in all things. This includes being open to feedback and truly listening, even when it might be hard to receive. I think that's been something I've really tried to practice. The other area is recognizing that just like a company or country, as humans we have many stakeholders. You may wear many hats in different ways. So as we think of the totality of your life over time, what's your portfolio of passions? How do you choose—as individuals, as society, as organizations, as humans and families with our loved ones and friends—to not just spend your time and resources, but really invest your time, resources, and spirit into areas, people, and contexts that bring you meaning and where you can build a legacy? So it's not so much advice, but more like a north star." - Sabastian V. Niles Fresh out of the studio, Sabastian Niles, President and Chief Legal Officer at Salesforce Global, joins us to explore how trust and responsibility shape the future of enterprise AI. He shares his journey from being a high-tech corporate lawyer and trusted advisor to leading AI governance at a company whose number one value is trust, reflecting on the evolution from automation to agentic AI that can reason, plan, and execute tasks alongside humans. Sabastian explains how Agentforce 3.0 enables agent-to-agent interactions and human-AI collaboration through command centers and robust guardrails. He highlights how organizations are leveraging trusted AI for personalized customer experiences, while Salesforce's Office of Ethical and Humane Use operationalizes trust through transparency, explainability, and auditability. Addressing the black box problem in AI, he emphasizes that guardrails provide confidence to move faster rather than creating barriers. Closing the conversation, Sabastian shares his vision on what great looks like for trusted agentic AI at scale. Episode Highlights [00:00] Quote of the Day by Sabastian Niles: "Portfolio of passions - invest your spirit into areas that bring meaning" [01:02] Introduction: Sabastian Niles, President and Chief Legal Officer of Salesforce Global [02:29] Sabastian's Career Journey [04:50] From Trusted Advisor to SalesForce whose number one value is trust [08:09] Salesforce's 5 core values: Trust, Customer Success, Innovation, Equality, Sustainability [10:25] Defining Agentic AI: humans with AI agents driving stakeholder success together [13:13] Trust paradigm shift: trusted approaches become an accelerant, not obstacle [17:33] Agent interactions: not just human-to-agent, but agent-to-agent-to-agent handoffs [23:35] Enterprise AI requires transparency, explainability, and auditability [28:00] Trust philosophy: "begins long before prompt, continues after output" [34:06] Office of Ethical and Humane Use operationalizes trust values [40:00] Future vision: AI helps us spend time on uniquely human work [45:17] Governance philosophy: Guardrails provide confidence to move faster [48:24] What does great look like for Salesorce for Trust & Responsibility in the Era of AI? [50:16] Closing Profile: Sabastian V. Niles, President & Chief Legal Officer, LinkedIn: https://www.linkedin.com/in/sabastian-v-niles-b0175b2/ Podcast Information: Bernard Leong hosts and produces the show. The proper credits for the intro and end music are "Energetic Sports Drive." G. Thomas Craig mixed and edited the episode in both video and audio format. Here are the links to watch or listen to our podcast. Analyse Asia Main Site: https://analyse.asia Analyse Asia Spotify: https://open.spotify.com/show/1kkRwzRZa4JCICr2vm0vGl Analyse Asia Apple Podcasts: https://podcasts.apple.com/us/podcast/analyse-asia-with-bernard-leong/id914868245 Analyse Asia YouTube: https://www.youtube.com/@AnalyseAsia Analyse Asia LinkedIn: https://www.linkedin.com/company/analyse-asia/

Conducting a single SAP S/4HANA digital transformation is complicated enough. In this episode of ASUG Talks, we sat down with Travis Smith, Principal SAP Enterprise Architect at SA Power Networks. The Australian utility company tackled TWO RISE with SAP projects at the same time. Travis walks ASUG Talks through just how.Key Insights:The reasoning for a dual digital transformation and how SA Power Networks managed such a projectWays the organization obtained stakeholder buy-in for this digital transformation projectSA Power Networks' integration strategyRelated Resources:ASUG Fall Conferences are gearing up. Join us for the following events:SAP for Utilities, Presented by ASUG: Sept. 8-10 in Denver, CO.ASUG Best Practices for Oil, Gas, and Energy: Oct. 6-8 in Houston, TXASUG Tech Connect: Nov. 4-6 in Louisville, KYListen to ASUG Talks' interview with the authors of “SAP Business Technology Platform,” a recent SAP Press release

Marketing teams are creating 70% more content thanks to AI, but can your compliance and brand review processes keep up? In this episode, we explore how AI is reshaping the creative process, brand governance, and what the next two years could look like for marketing and compliance teams. From AI-first content tools to the rise of AI agents that are redefining brand tone and content reviews, we cover what marketing leaders need to know now. We'll also break down the key differences between Generative AI and Deterministic AI, and what each means for compliance workflows, while offering practical insights on how teams are future-proofing their operations and budgets in an AI-first world. Join Wyatt Bales, CCO at Bluprintx; Eric Reichel, SVP of Customer Success at IntelligenceBank; and William Tyree, Chief Marketing Officer at IntelligenceBank, for a forward-looking conversation that every marketing, brand, and compliance leader should hear.

Send us a textReady to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving headfirst into AI implementation. From her work with Duke University's AI working groups to real-world enterprise applications, Gayle reveals why treating AI like the "shiny new toy" without proper governance is a recipe for disaster. Whether you're protecting customer data or safeguarding your company's future, this customer success playbook episode provides the foundational knowledge to approach AI adoption with confidence and compliance.Detailed AnalysisThe AI revolution isn't just changing how we work—it's fundamentally reshaping the legal and ethical landscape of business operations. Gayle Gorvett's expertise in AI governance comes at a crucial time when companies are rushing to implement AI solutions without adequate safeguards. Her comparison of current AI hype to the blockchain frenzy of a decade ago serves as a sobering reminder that sustainable innovation requires thoughtful planning, not just technological enthusiasm.The multidisciplinary approach Gayle advocates represents a significant shift in how businesses should structure their AI initiatives. Gone are the days when technology decisions could be made in isolation. Modern AI governance demands collaboration between business functions, technical teams, and legal counsel—creating a new paradigm for cross-functional leadership in customer success organizations.For customer success professionals, the implications extend far beyond internal operations. When AI systems interact with customer data, handle support tickets, or predict customer behavior, the governance framework becomes a direct reflection of your company's commitment to customer trust. Gayle's emphasis on informing customers about AI usage highlights how transparency has evolved from a nice-to-have to a business imperative.The Duke AI Risk Framework and NIST guidelines she references provide actionable starting points for organizations feeling overwhelmed by the governance challenge. These resources democratize access to enterprise-level AI governance, making sophisticated risk assessment accessible to companies of all sizes. This democratization aligns perfectly with the customer success playbook philosophy of scalable, repeatable processes that drive consistent outcomes.Perhaps most importantly, Gayle's 26-year perspective in technology law offers historical context that many AI discussions lack. Her experience through previous technology waves—from the early internet boom to blockchain—provides valuable pattern recognition for identifying sustainable AI strategies versus fleeting trends. This wisdom becomes particularly relevant for customer success leaders who must balance innovation with the reliability their customers depend on.Now you can interact with us directly by leaving a voice message at htKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

How do you turn new users into loyal advocates—and lead global teams while doing it? Laura Carpentier shares powerful insights on scaling customer success, driving retention, and building high-performing virtual teams. Whether you're in SaaS, tech, or leading remote operations, this episode offers practical strategies to elevate your customer journey and team culture.==========================================

Sam Jacobs, AJ Bruno, and Asad Zaman unpack what it means to lead through uncertainty in a time of rapid change. They reflect on Q2 wins, the emotional cost of ambition, and why founders are feeling more anxious than ever. From letting go of the SaaS playbook to adapting in real time, they explore how AI is reshaping leadership, team culture, and what “good” revenue looks like. Plus: the decline of CS, the rise of forward-deployed engineers, and how to build when nothing feels stable. Thanks for tuning in! New episodes of Topline drop every Sunday and Thursday. Don't miss GTM2025 — the only B2B tech conference exclusively for GTM executives. Elevate your 2026 strategy and join us from September 23 to 25 in Washington, D.C. Use code TOPLINE for 10% off your GA ticket. Stay ahead with the latest industry developments and emerging go-to-market trends with Topline Newsletter by Asad Zaman. Subscribe today. Tune in to The Revenue Leadership Podcast every Wednesday, where host Kyle Norton talks with real revenue operators and dives deep into what it takes to succeed as a modern revenue leader. You're invited! Join the free Topline Slack channel to connect with 600+ revenue leaders, share insights, and keep the conversation going beyond the podcast! This episode is sponsored by UserEvidence. Want to know what actually moves the needle on trust? Download The Evidence Gap, a data-backed report on the customer proof that drives real results. Get it now at userevidence.com/evidence. Key chapters: (00:00) - Welcome and Pulse Check (01:14) - Celebrating Q2 Successes (02:57) - Navigating Business Transitions (03:59) - Hitting Numbers and Investing for Growth (04:47) - The Stress of Numbers and Daily Anxiety (05:47) - Balancing Ambition with Gratitude (07:00) - The Power of Pattern Interrupts and Support (07:38) - Is Ambition Always Dissatisfaction? (09:00) - Finding Fulfillment in the Journey (13:12) - The Beauty of Risk and Uncertainty (15:00) - The Astrologer and Fate vs. Free Will (23:00) - Charting the Uncertain Second Half (34:00) - Culture Change and Organizational Agility (43:28) - The Rise of Forward Deployed Engineers & Services Revenue (54:00) - The Future of Customer Success and Bearishness on Job Markets  

Send us a textThe final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstrates how successful AI transformation mirrors the digital transformation of the past decade, requiring fundamental changes to business processes, not just technology adoption. McKee's framework for maintaining authentic human connections while scaling AI across enterprise environments provides practical guardrails for companies navigating the complex balance between efficiency and empathy. From addressing AI hallucinations transparently to designing trust through micro-moments, this conversation offers a roadmap for AI implementations that enhance rather than diminish human relationships.Detailed AnalysisMcKee's perspective on AI transformation represents a sophisticated understanding of organizational change management applied to emerging technology. His comparison to digital transformation provides crucial context—just as companies had to fundamentally rethink business processes when moving from analog to digital, AI transformation requires reimagining workflows, decision-making processes, and human-machine collaboration models.The conversation reveals critical insights about trust-building in AI systems, emphasizing that trust develops through consistent micro-moments rather than singular grand gestures. This mirrors human relationship dynamics and provides a practical framework for designing AI experiences that build confidence over time. McKee's examples of internal process failures—particularly the 13-screen system requiring hours of work before allowing saves—illustrate how poor experience design destroys trust regardless of underlying functionality.Perhaps most valuable is McKee's nuanced approach to AI transparency and hallucination management. Rather than attempting to eliminate AI limitations, he advocates for honest communication about system capabilities and uncertainties. This customer success playbook approach recognizes that users can develop healthy relationships with imperfect AI systems when expectations are properly set and limitations are communicated clearly.The discussion also addresses the critical challenge of scaling empathetic AI across large organizations. McKee's emphasis on relationship design over feature development provides a sustainable framework for maintaining human-centric experiences even as AI implementations grow in scope and complexity. His insights about contextual AI behavior—understanding when users need speed versus thoughtful interaction—offer practical guidance for enterprise AI strategy.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Are your customers ghosting your QBR invites? Let's be real… every CSM has faced the dreaded silence or worse, the wrong people showing up. But here's the ugly truth leadership never told you. It's not your QBR's timing, your agenda, or your follow-ups. It's that your meetings are about you, not your customer.In this episode, I break down the single biggest mistake 99% of CSMs make with their QBRs and hand you my simple 3-step framework to flip the script—from ignored invites to strategic sessions your customers actually want to attend. We'll dig into exactly what to research, how to reframe your outreach, and the one pro move that gets even busy execs leaning in. Craving the kind of executive buy-in that accelerates renewals, expansions, and your own career? Hit play, because everything you've learned about QBRs is about to change, starting now!

Laura Lakhwara leads GTM teams and customers in transformative strategies that empower businesses to streamline operations and scale efficiently with AI, automation, robotics, and data-driven insights. She has an incredible background from working at IBM, a first-ever partnership with IBM and Apple, and other companies like UI Path and Softbank Robotics.  We had a great conversation - her expertise spans market entry strategies, enterprise sales, customer success, and fostering customer-centric cultures that drive revenue growth and long-term partnerships. Follow Laura:  https://www.linkedin.com/in/lauralakhwara/   More about Women Sales Pros - we have a website, we are on LinkedIn, Facebook, and Instagram.  Subscribe to our 2x a month news, and share the podcast with others! We'd love a 5 star rating and comments on iTunes if you are so moved! It really makes a difference.  subscribe: https://bit.ly/thewspnews Contribute: https://forms.gle/v9rRiPDUtgGqKaXA6 Past News Issues: bit.ly/past_news_issues https://womensalespros.com/podcast/ 

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, host Anika Zuber and guest Kelley Turner, SVP of Global Customer Success at Vitally, discuss the critical role of customer segmentation in driving effective customer success strategies. They explore the importance of understanding customer needs, the balance between automation and personalization, and how AI can enhance segmentation efforts. Kelley shares her unique background in finance and how it informs her approach to customer success, emphasizing the need for curiosity and engagement in building strong customer relationships. The conversation also touches on measuring success in customer success initiatives and the evolving landscape of customer engagement.#customersuccessmanager #podcast #revenuegrowth Chapters00:00 Introduction 02:54 The Importance of Customer Segmentation05:57 Kelley Turner's Background and Role at Vitally08:48 Understanding Customer Success at Vitally14:51 The Role of Curiosity in Customer Success18:01 Operational vs. Service Segmentation20:51 Creative Segmentation Strategies23:54 Impact of Segmentation on Customer Outcomes27:06 Balancing Automation and Personalization29:59 Measuring Success in Segmentation32:59 Future of Segmentation and AI in Customer Success36:06 Quick Fire Round with Kelley TurnerConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Kelley Turner:Email: kelley@vitally.ioLinkedin: https://www.linkedin.com/in/kelleyturner/Kelley Turner is a seasoned leader in Customer Success, currently serving as SVP of Global Customer Success at Vitally. With a career spanning across multiple industries, Kelley is known for building high-performing teams that deliver measurable value and lasting customer partnerships. At Vitally, she leads the full post-sale experience—spanning onboarding, support, education, and CSM teams —to drive retention, expansion, and strategic impact across the customer base.Prior to Vitally, Kelley held executive roles at Iterable, Guild Education, and Kapost, where she managed portfolios exceeding $200M ARR, built customer success functions from the ground up, and championed initiatives around DEI and employee development. Whether scaling customer teams, driving retention, or mentoring future leaders, Kelley is driven by the belief that customer success is everyone's business.Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this weeks' Scale Your Sales Podcast episode, my guest is Nick Buxton.   Nick has a background in engineering, 2x CRO, and 5x VP of Sales. Over the past 20 years I've worked my way up from individual contributor at seed, Series A- C, privately held, FTSE and NYSE listed tech companies. He is now helping tech companies deliver revenue transformation projects with a range of partners.   In today's episode of Scale Your Sales podcast, Nick shares his value-led growth approach and why breaking down silos between sales, marketing, and customer success is key to building customer-centric organizations. He and Janice explore the difference between solving user problems vs. business needs, the impact on go-to-market strategy, and the evolving role of CROs as AI and sales enablement continue to reshape the future of sales.   Welcome to Scale Your Sales Podcast, Nick Buxton.     Timestamps: 00:00 Product-Led Growth Challenges Explained 05:51 Embrace Product-Led Growth Strategy 07:09 Customer-Led Growth Insights 13:29 Sales Competency Deficit Analysis 14:41 Challenges in Building Sales Relationships 20:13 Improving Sales Leadership Competencies 22:08 Sales Enablement and CROs Alignment 25:20 Understanding Product Value Basics 28:31 Silent Quitting: Mutual Interview Necessity     https://www.linkedin.com/in/nick-buxton/     Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales.   Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more!   Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.

In this episode of Sales is King, Dan Sixsmith interviews Keith Pearce, CMO of Gainsight, at the Gainsight Pulse Conference. They discuss the evolution of customer success, the impact of AI on the industry, and the importance of marketing in driving demand. Keith shares insights from his personal journey, leadership style, and his definition of success in the current market landscape.TakeawaysGainsight is a leader in customer success and AI integration.AI is enhancing rather than replacing customer success roles.The post-sale journey is crucial for customer retention.Marketing must align with customer success to drive demand.Brand trust is essential for business growth.Leadership requires meeting people where they are.Success is defined by pipeline goals and company evolution.The customer journey should be seamless across departments.Adaptability is key in a global business environment.Personal experiences shape leadership and marketing strategies.Chapters00:00 Welcome to Gainsight Pulse Conference02:56 The Evolution of Customer Success05:51 Marketing's Role in Demand Generation08:46 Personal Journey and Leadership Insights12:01 Defining Success in Today's Market

Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER: Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomesThe difference between being "strategic" and having a clear team charter that executives actually understandHow to translate CS work into executive language that gets you a seat at the leadership tableThe forecasting approach that proves CS is a revenue function, not just a "happiness department.Why CS teams need different personas and the 5 key types every CS leader should recognizeThe research methodology mindset that helps you test assumptions and avoid infinite loopsHow to stop being the company junk drawer by establishing clear boundaries and focusWhy asking customers directly often beats complex health score algorithmsStop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.

Kim Graves is GM, Americas at Notion, where she oversees all Sales and Customer Success efforts across the region. She brings extensive experience in building and scaling high-performing sales organizations, most notably at Slack where she helped grow revenue from $6M to over $1.5B. In addition to her operational role, Kim serves as a founding partner at 20SALES, a GTM-focused VC firm, where she advises early-stage companies on scaling revenue and optimizing sales processes. Agenda: 07:00 – The Secret to Winning a Discount Conversation 09:30 – Notion's Wild New Sales Method: Mindsets Over Stages 12:00 – Why Great Sellers Never Talk Product Too Soon 14:00 – How Slack Avoided the Biggest PLG Trap of All 17:00 – The Fatal Mistake Founders Make Layering Sales on PLG 20:00 – The “Renaissance Reps” That Build Billion-Dollar Motions 23:00 – How to Spot True Grit in a Sales Hire (Without Asking Directly) 26:00 – The Case Study Test That Filters Out Bullshitters 30:00 – The Real Reason Most Reps Fail Onboarding 33:00 – Should Reps Own Their Own Pipeline? Kim's Take Is Clear 36:00 – Why Cold Calling Works in 2025 (And Nobody Does It) 39:00 – The Sales Team Audit: The REKS Framework That Changes Everything 43:00 – How to Avoid Hiring the Wrong Rep Under Pressure 45:00 – When Sales Feels Second Class: PLG vs Enterprise Tension 47:00 – The One Thing Reps Still Do That AI Will Obliterate 50:00 – AI Sales Tools: Why Every Startup Is Failing to Get It Right 53:00 – Will We Have More or Fewer Reps in 5 Years?  56:00 – Enterprises Are Scared of AI – Here's How You Break In Anyway 59:00 – Kim's Secret for Getting Past Gatekeepers and Fake Champions 1:09:00 – Kim's Hardest Phase at Slack and How She Survived It  

In this episode, Tristan Bordallo is back on the show to break down more action plans for growing a trucking business! Tristan shares what small carriers are falling in the current market condition, the crucial role of hiring qualified people for cash flow and business development, how to run a successful freight operation, the impact of customer satisfaction ratings on carrier reputations, and more that you shouldn't miss!   About Tristan Bordallo Tristan has been in the trucking business for 21 years, started in LTL brokerage Diversified Transportation and became a 1099 rep after 3 months (did it for 5 yrs), co-owned an agency for Covenant Transport for 10 years , and launched his own brokerage Fr8topia and asset-based carrier Iamfr8 (6 years ago). I'm still figuring it out!   Connect with Tristan Website: https://www.iamfr8.com/  LinkedIn: https://www.linkedin.com/in/tristan-bordallo-a57860162/  

In this episode, we're joined by Jennifer Peters, Head of Customer Success at Vesper, the commodity data platform working to bring transparency to the global commodity marketplace. Vesper provides market data, benchmarks, and forecasting to allow you to make confident decisions in volatile food markets. We spoke with Jennifer about what it really means to design and implement an effective customer journey, and why managing a customer portfolio doesn't automatically mean you're managing that journey well. Here are some of the key questions we address: What's the difference between managing customer portfolios and managing the full customer journey? Where does the customer journey actually begin, and why is that moment so often misunderstood? How do you make your onboarding flow keep pace with a fast-evolving product? Why is launching a new feature once never enough? What kind of adoption and usage metrics should CS teams monitor to prevent churn? How do you operationalize customer success playbooks so they trigger action, not just insight? What's the role of CS in ensuring goals set during the sales cycle don't disappear after onboarding? How do you keep stakeholders across sales, marketing, and product aligned on the journey you're all supporting? Tune in to hear how Jennifer and her team are building a proactive customer success engine at Vesper - and what any SaaS org can learn about keeping customers engaged, growing, and renewing long after the contract is signed.

What if I told you the secret to being a proactive CSM has nothing to do with having more time?In this episode, I'm walking you through the exact 6-step framework I use with my coaching clients to help them get out of reactive chaos and into strategic, high-impact action—no matter how overwhelming their workload is. You'll hear how one CSM managing 500+ accounts went from “I don't even know where to start” to “wait… this is actually doable” in just one coaching call. And yes, I'm sharing the exact steps we used.If you're tired of feeling behind and ready to finally feel in control of your book and your career, this is the episode to hit play on. Let's get you unstuck.

Text us your questions and thoughts!We sit down with Lara Barnes, Chief Customer Officer at Crownpeak and a champion of authentic leadership, to unpack the true meaning of goal setting, resilience, and growing your career with purpose.With over 25 years of experience in high-growth, customer-centric tech companies, Lara has led global Customer Success teams at Microsoft, Facebook, Oracle, and Sitecore. She shares her rise from senior director to SVP to CCO, offering insight into the unique challenges women face in corporate settings and the critical roles of perception, sponsorship, and values in career advancement.Lara opens up about navigating corporate politics, embracing vulnerability, and becoming a people-first leader grounded in heart, clarity, and courage. She reveals the mindset shifts that helped her succeed while staying true to herself, and how goal setting became a powerful catalyst for transformation.We also explore her personal mission-turned-passion project in functional neurology, inspired by her journey to help her son overcome learning and behavioral challenges. What began as a search for answers has evolved into a purpose-driven venture, now helping hundreds of families thrive.You'll discover:How showing up as your authentic self builds trust and impactWhat functional neurology is and how Lara helps bring a sparkle of hope to parents and childrenThe value framework, and how will it change the way CSMs are operatingHow to develop your leadership style and lead with heart Playbook to building your path to leadership (& the golden trio: Evidence, Perception and Sponsorship)Don't miss this enlightening conversation!

ClientSuccess Chief Customer Officer Kristi Faltorusso admits a question that most customer success professionals can't answer: "How is each of your customers measuring success with your partnership?" Knowing what success looks like for your customers is fundamental to building meaningful relationships. Stop designing FOR customers, start designing WITH them. Ditch ego-driven playbooks. View your team members as CEOs, not mere order-takers. Your ulitmate impact as a leader is all about inspiring others to support your organization's mission. "People want change to happen WITH them, not TO them."

Send us a textWhat happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just feedback collection—transforms how companies balance emotional customer input with analytical metrics. McKee's "everybody goes home happy" philosophy demonstrates how sustainable product decisions emerge when companies design mutually beneficial relationships rather than extracting value from user communities. From scale modeling to high-end fusion restaurants, this conversation weaves personal insights with professional strategies for community-driven product development.Detailed AnalysisMcKee's approach to resolving the tension between passionate customer feedback and data-driven metrics represents a sophisticated understanding of modern product development challenges. His framework moves beyond the traditional either/or mentality to reveal how qualitative community insights can actually strengthen quantitative analysis when properly interpreted through relationship context.The discussion illuminates critical flaws in conventional product development cycles, particularly the tendency to collect requirements upfront, disappear into development "black boxes" for months, then emerge with solutions disconnected from evolving customer needs. McKee's community-driven product development methodology keeps customer voices actively engaged throughout the development process, creating real-time feedback loops that prevent costly misalignments.Perhaps most valuable is McKee's perspective on starting small with community building. Rather than investing in expensive platforms and complex infrastructure, he advocates for beginning immediately with simple relationship-building activities—introducing customers to each other, facilitating peer connections, and treating community development as an ongoing relationship rather than a marketing project. This customer success playbook approach recognizes that authentic communities emerge from genuine value exchange, not sophisticated technology platforms.The conversation also explores the nuanced art of community participation, whether in branded platforms or external spaces like Reddit. McKee's guidance on "showing up" rather than "taking over" provides practical wisdom for companies looking to engage authentically with existing customer communities rather than disrupting established dynamics.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Signup for the FREE Masterclass: https://www.thecustomersuccesspro.com/masterclassIn this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make during negotiations, such as lack of preparation, over-explaining, and avoiding directness. She introduces a four-step framework for strategic negotiation, focusing on preparation, leading with a clear starting point, framing around value, and using silence effectively. The episode aims to empower CSMs to become confident negotiators and strategic partners in their customer relationships.Chapters:00:00 The Power of Negotiation in Customer Success15:43 Common Mistakes in Negotiation27:53 Framework for Strategic NegotiationConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

In this episode, we're diving deep into the art of connection with Doug Brown from CEO Sales Strategies. He is an expert at driving results, uniting teams, and delivering unforgettable customer experiences. You'll learn why today's customers are clamoring for connection, and how your business can meet that need by aligning your teams, sharpening your message, and understanding your buyers better than ever. We'll explore: Why great teams move in the same direction (and how to get yours there) How leaders set the tone for performance and culture by setting the example The power of understanding client objections before they derail your sale The secret to identifying your right-fit buyer and fine-tuning your messaging and marketing Why follow-up is the most overlooked part of both the sales and service cycle How to eliminate silos between sales, marketing, and customer service to create a seamless, connected experience Whether you're a business owner, CX leader, or growth-focused professional, this episode will challenge your thinking and offer practical strategies you can implement today.

PQS by Innovaccer Associates Brittany Boyd and Ray Arizmendi team up to chat about highlights from the Pharmacy Quality Alliance Meeting (PQA) 2025. Brittany Boyd, PQS Associate Director, Pharmacy Training and Support, and Ray Arizmendi, PQS Director of Customer Success, cover PQA event vibes and conference structure. They talk about sessions they enjoyed and the PQS by Innovaccer unveiling of EQUIPP Copilot. 

On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey.As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make providing consistent one-to-one support, particularly to smaller customers, increasingly difficult.To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers.Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com's traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations.Visit our website to learn more about TELUS Digital.

Most B2B teams think outbound is just about activity. Book meetings, hit quota, move on.But this week on The B2B Playbook, we sat down with Shawn Sease—aka The Professor of Prospecting—to expose why that model is broken.Shawn's seen it all. From old-school cold call sprints to modern GTM teams trying to do outbound in the age of AI. And he's brutally honest about what actually works today.Together, we unpack how to rebuild your sales development system around truth, timing, and trust—not just activity.Here's what we cover in this episode:+ Why most sales development strategies fail before the first call+ The power of cataloguing accounts (and why it's better than intent data)+ How to build outbound systems that don't collapse when your SDR quits+ What real Sales and Marketing alignment looks likeTune in and learn:+ Why timing is a weak signal (and what to track instead)+ How cataloguing transforms your outreach strategy+ What great commercial architecture actually looks likeThis episode is a must-watch if you're a B2B marketer or sales leader who's tired of outbound that doesn't scale, and wants a better way to reach your market.-----------------------------------------------------

Take the free assessment at https://precisionselling.scoreapp.com/ to see how you or your team stack up in influencing skills.Summary Keywords#PrecisionSelling, #EnterpriseExcellence, #SalesLeadership, #InfluenceWithImpact, #CoachingCulture, #CustomerSuccess, #LeadershipDevelopment, #SalesExecution, #B2BSales, #CapabilityBuilding, #PepsiCo, #ExpressionForGrowth, #BradJeavons, #SalesPodcastIntroductionWelcome to Episode 198 of the Enterprise Excellence Podcast – the final episode in our 3-part Precision Selling series. In this episode, Suzanne Wooley (PepsiCo) and Steven Edney (Expression for Growth) return to share powerful insights on how to gain agreement, lead the sale forward, and the role of leadership in building lasting capability. From handling objections and locking in commitments, to coaching and culture – this episode dives deep into what it takes to influence with impact and create long-term customer value.Episode Links:YouTube: https://youtu.be/tApLGwrRp0IEnterprise Excellence Academy: Contacts✔ Suzanne Woolley — Sales Capability Manager, PepsiCo Australia (You may reach out via LinkedIn or PepsiCo Australia's main site.)✔ Steven Edney — Managing Director & Co-owner, Expression for Growth (Connect via expressionforgrowth.com or LinkedIn.)✔ Brad Jeavons — Host, Enterprise Excellence Podcast

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In this episode of the Revenue Builders Podcast, hosts John McMahon and John Kaplan are joined by Bobby Morrison, Chief Revenue Officer of Shopify, to discuss the transformative power of AI in the sales domain. Bobby shares an in-depth look at Shopify's innovative approach to structuring their go-to-market strategy using pods, which integrate sales, customer success, and engineering teams for optimal client engagement and business growth. He delves into the role of AI in streamlining tasks, enhancing craft, and orchestrating workflows, while highlighting Shopify's AI-first philosophy and the democratization of AI tools across the company. Bobby also touches on the importance of industry-specific knowledge, the benefits of the Chaos Monkey practice to prevent organizational entropy, and the evolving expectations of modern buyers. This episode provides invaluable insights into leveraging AI to drive sales performance and organizational agility.ADDITIONAL RESOURCESLearn more about Bobby Morrison:https://www.linkedin.com/in/bobby-morrison-60663327/Watch Force Management's Panel Discussion on AI in Sales Leadership: https://hubs.ly/Q03rlW4Z0Read Force Management's Guide to Embedding AI In Your B2B Sales Organization: https://hubs.li/Q03ldrzD0Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:01:25] Understanding Shopify's Business Model[00:02:57] Shopify's Go-to-Market Strategy[00:04:55] Transition to Pod Structure[00:09:21] Industry Expertise and Pod Implementation[00:14:00] AI Integration at Shopify[00:17:17] Hiring and Training for AI Proficiency[00:21:38] Challenges and Future of AI in Sale[00:29:41] Enhancing Employee Performance Through Observation[00:30:21] Leveraging Call Recordings for Better Coaching[00:32:17] The Role of AI in Job Security[00:33:25] Importance of Deep Domain Expertise[00:35:30] Customer Expectations and Specialized Software[00:37:22] The Pod Structure and Compensation Models[00:41:31] Partner Ecosystem and Collaboration|[00:42:47] Managing AI and Intellectual Property[00:45:54] Chaos Monkey and Organizational Flexibility[00:51:50] Future of Sales Teams with AIHIGHLIGHT QUOTESOn AI: “AI is not gonna replace your job, but the people using AI will.”On Culture: “Toby [the CEO] advises that Shopify should intentionally destabilize enough to avoid ruts and maintain agility.”On Alignment: “We win best when we win with our partners.”On Future Vision: “I dream one day that our sales teams will wake up and just have great conversations with customers, free from low-value tasks.”

Send us a textIs robotic mowing the future of lawn care? Spoiler alert: It's already here. And it's changing everything. In this episode of the Lawn Care CEO Podcast, we sit down with Michael Mayberry, Director of Customer Success at Scythe Robotics, to talk about the real state of robotic mowing. For years, people have said, “It's five to ten years away.” But let's be honest—they've been saying that for five to ten years.So what's actually happening right now? Robotic mowers are already changing how landscaping companies operate. We dig into what that means for crew size, ROI, and the hiring challenges every owner's feeling. This tech isn't about replacing people—it's about using automation to make your team more effective. If you're serious about growing your landscaping business and want to stay ahead, this episode needs to be on your list. The CEOs who win tomorrow are the ones making smart calls today.  

What if the future of Customer Success looks a lot more like sales, and that's exactly what your career needs? Most CSMs are missing out on huge levers for impact, influence and growth because they're ignoring proven sales tactics that actually work.In this episode, Sean O'Leary and I rip the lid off conventional CS wisdom and expose the game-changing sales mindsets, sales tactics and habits you're not using… but should be. We unpack why your outreach gets ghosted, how to finally master your calendar chaos and the secret to gaining instant credibility with leadership (even if you feel stuck).Curious to know the one shift that could unlock your next promotion or even save your job? Press play now and steal these sales moves for yourself.

What if the secret to soaring higher is actually found in slowing down, especially as a tech entrepreneur? In today's episode, we explore this concept with a remarkable guest—a seasoned tech entrepreneur, acclaimed author, and advocate for women in technology, Emilia D'Anzica. She has successfully built and sold multiple companies, and today shares not only her expertise but also the mindset shifts that helped her scale and exit two companies while raising a family and growing as a leader. And find out why, when she's not working, you can find her in the dirt! Full article here: https://GoalsForYourLife.com/tech-entrepreneur Contact her at: Emilia@emiliaspeakscx.com or on LinkedIn Make sure you're getting all our podcast updates and articles! Get them here: https://goalsforyourlife.com/newsletter Resources with tools and guidance for mid-career individuals, professionals & those at the halftime of life seeking growth and fulfillment: http://HalftimeSuccess.com CHAPTERS: 00:00 - Introduction 01:33 - Amelia D'Anzika's Background 05:27 - Embracing AI Technology 10:12 - Customer Lifecycle Management Strategies 13:03 - AI and the Human Touch 16:13 - Starting and Exiting Companies 22:15 - Future Plans and Aspirations 27:24 - Unexpected Leadership Lessons 33:40 - Final Thoughts and Insights 34:37 - Parenting and Work-Life Balance 38:35 - Final Advice for Entrepreneurs 43:57 - Outro #techmentorship #digitalmarketing #aitoolsforcontentcreation #techsales #aitoolsforproductivity Quick recap: Deborah and Emilia discussed Emilia's background as a tech entrepreneur, her experiences in scaling and exiting companies, and her advocacy for women in technology. They also explored Emilia's journey in advisory work, her focus on personal growth and self-care, and the importance of active listening in leadership. The conversation concluded with a discussion on the importance of being present for children, the value of gratitude and small steps in achieving growth, and the need for a human touch in the tech industry. Deborah introduces Emilia D'Anzica, a seasoned tech entrepreneur, author, and advocate for women in technology. Emilia has successfully built and sold multiple companies while raising a family. The conversation focuses on Emilia's expertise, mindset shifts, and experiences in scaling and exiting companies. They discuss the importance of technology for women and overcoming fears related to AI and tech tools. Emilia's background includes speaking engagements, teaching women in tech, and successfully selling two companies with exit strategies.

This week, host Richard Graves is joined by Chris Polley, Vice President of Customer Success at Catapult, for a deep-dive into the world of elite sports performance monitoring. With over 55 sports scientists working across 16 countries, Chris shares what he and his team are seeing across top-tier teams in more than 40 sports worldwide. Listeners will learn: The global trends shaping the future of sports science, including data integration and AI Why the best teams often do the basics exceptionally well Common mistakes when adopting performance tech – and how to avoid them How Catapult's wearable and video technologies are being used to save time and unlock deeper insights What really makes a great sports scientist in today's high-performance environment Chris also shares practical advice for aspiring practitioners, highlighting the importance of communication, cultural fit, and the ability to simplify complex data to drive better decision-making. Whether you're working in pro sport or just entering the field, this episode is packed with wisdom from someone who's helped scale one of the most widely used performance platforms in the world. About Chris Polley Chris Polley is Catapult's Vice President of Customer Success, formerly Senior Director of Sport Science, based in Victoria, Australia. Over the past 11 years at Catapult, Chris has played a pivotal role in scaling the team from its start-up beginnings to a global fixture, now supporting over 4,400 teams across 128 countries. He leads a diverse squad of approximately 55 sports scientists across 16 nations, delivering post-sales support, global training, analytics best practice, and insights-driven performance strategies. With a strong academic grounding, including published research on activity profiling in elite lacrosse and rugby forwards, Chris brings both scientific rigour and real-world expertise to Catapult's wearable and video technology suite FREE 7d SCIENCE FOR SPORT ACADEMY TRIAL SIGN UP NOW: https://bit.ly/SFSepisode241 ​ Learn Quicker & More Effectively ​ Optimise Your Athletes' Recovery ​ Position Yourself As An Expert To Your Athletes And Naturally Improve Buy-In ​ Reduce Your Athletes' Injury Ratese ​ Save 100's Of Dollars A Year That Would Otherwise Be Spent On Books, Courses And More ​ Improve Your Athletes' Performance ​ Advance Forward In Your Career, Allowing You To Earn More Money And Work With Elite-Level Athletes ​ Save Yourself The Stress & Worry Of Constantly Trying To Stay Up-To-Date With Sports Science Research

Send us a textThe future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connection between humans and AI systems. This customer success playbook episode reveals why the most successful AI implementations focus on relationship design, helping users feel comfortable whether they're interacting with a clearly identified robot or a humanistic assistant. McKee draws from his extensive experience at Lego and Fortune 500 companies to demonstrate how thoughtful AI experience design can transform user adoption and trust.Detailed AnalysisMcKee's revolutionary concept of "AI Experience Design" (AIX) represents a fundamental shift in how organizations should approach AI implementation. His core principle—"design the relationship, not the functionality"—challenges the prevailing rush to launch AI features without considering the human emotional experience. The discussion reveals critical insights about user psychology, particularly how people naturally anthropomorphize AI systems, using phrases like "please" and "thank you" even when they know they're communicating with machines.The conversation explores the delicate balance between AI enthusiasm and appropriateness, referencing recent challenges with overly enthusiastic AI responses. McKee emphasizes that successful AI relationships require the same nuanced understanding we apply to human interactions—matching energy levels, providing appropriate friction for creative processes, and recognizing when users need quick answers versus thoughtful collaboration.Perhaps most importantly, this customer success playbook demonstrates how AI transformation requires understanding context and purpose. A customer service agent dealing with frustrated callers needs rapid, efficient AI assistance, while a creative professional benefits from AI that provides "good friction"—intentional slowdowns that prompt deeper thinking rather than overwhelming users with instant responses. This strategic approach to AI experience design ensures technology serves human needs rather than creating additional complexity.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookKevin's offeringPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textIn Conversation With is a travel podcast where we speak with travel industry movers and shakers that are transforming business travel.  Get insights into the company they represent and learn about  how they are capitalizing on the future of travel.In this episode we speak with Tye Radcliff, Chief Customer Success Officer at AccelyaTye Radcliffe is Accelya's Chief Customer Success Officer, dedicated to ensuring airlines have the tools and support they need to succeed in modern retailing. A recognized leader in airline distribution and retailing, he brings deep industry expertise from leadership roles at United Airlines, Orbitz.com, and Travelport. Tye has played a pivotal role in shaping industry standards as a founding member of IATA's NDC Taskforce. He chaired the steering group for several years and served as Chairman of the IATA Passenger Standards Conference from 2017 to 2021, driving innovation in passenger retailing. Tye is passionate about helping airlines navigate the complexities of retailing transformation and enhancing their commercial success. Your host: Ann CederhallYou can subscribe to this podcast by searching 'BusinessTravel360' on Google Podcast, Apple Podcast, iHeart, Pandora, Spotify, Alexa or your favorite podcast player.This podcast was created, edited and distributed by BusinessTravel360.  Be sure to sign up for regular updates at BusinessTravel360.com - Enjoy!Support the show

Want to know exactly what it takes to crack $150K+ in Customer Success this year? Spoiler: It's not a straight climb up the CSM ladder. Most high earners don't even have the "perfect" resume you'd expect.Inside this episode, I deconstruct the real, actionable strategies from ten clients who recently landed six-figure CS roles. You'll discover the resume keywords, career moves, and day-to-day behaviors that got them hired and the surprising patterns that break all the so-called “rules” of CS career growth.Curious how your experience stacks up? Wondering what one move could unlock your next salary bracket? Listen now! This playbook could literally change your trajectory, starting today.

Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally's platform.We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.Mentioned ResourcesLinkedIn (Jamie Davidson)LinkedIn (Kelley Turner)VitallyClayDuolingo's Memo of Shifting to AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Text us your questions and thoughts!How do you pivot from fashion to a leadership role in Customer Success with no SaaS experience?We kick off Season 5 with Melissa Garcia, Senior Director of Member Success at Chief.Melissa joins us to share her unconventional journey from a career in fashion merchandising to becoming a leader in Customer Success. She opens up about what it really takes to break into SaaS, how she built confidence in a completely new industry, and why leading with empathy is her greatest superpower.We explore how mentors shaped her path, the lessons she learned navigating change, and her bold takes on modern CS practices, from ditching outdated QBRs to delivering “value you can't Google.”You'll discover:How to pivot into Customer Success without a SaaS backgroundWhy “value you can't Google” is key to becoming indispensableWays to own your voice in customer conversations (even when facing imposter syndrome)Why traditional check-ins often fail (and what to do instead)The transformative power of small steps, and the growing impact of women in CS leadershipIf you're looking to break into CS, grow your leadership skills, or lead more human-centered conversations, this episode is a treasure trove packed with practical insights and heartfelt wisdom.

In this episode, we're joined by Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa, the Value Experience Customer Service Platform empowering companies to deliver effortless, personalized experiences that drive customer loyalty. Trusted by leading consumer brands of the world, Dixa supports over 30 million conversations annually. We talk to Karolina about how they go about segmenting customers, and specifically how to interact with each segment to drive real business value when you have a big pool of customers, and at times with very different characteristics. Here are some of the key questions we address: - How do you personally decide what dimensions to segment on — revenue, usage, potential, lifecycle stage? Can you walk us through a real segmentation model you've used that worked well? - Once you've segmented your customer base, how do you make that segmentation actionable across the team? Any tips for operationalizing it across CS, Sales, and Product? - Have you ever had to rework your segmentation model because it wasn't driving the outcomes you wanted? What triggered the change, and what did you learn?  - In lower-revenue or long-tail segments, how do you ensure customers still feel seen and supported without scaling your CS costs?   - For a CS leader who's never done structured segmentation before, or for the ones that need to revisit this exercise, what would be your first three steps to get started? Tune in to learn how Karolina and her team are making sure that every customer is getting the attention they deserve and need to not just stick around but also to expand their commitment to Dixa.

Today, Bob King of Sage Freight brings his over thirty years of experience in the transportation industry and the entrepreneurial mindset that keeps him thriving and growing! Bob emphasizes prioritizing revenue-generating activities, accepting personal liability impacts decision-making, and promoting long-term customer relationships. Tune in to unpack more from this episode!   About Bob King Robert King is a veteran logistics executive and entrepreneur with over 30 years of experience in transportation and supply chain leadership. He is the Founder and CEO of Sage Freight, launched in October 2021 in Brentwood, Tennessee. Under his leadership, Sage Freight has grown into a high-performing logistics company with international operations and a strong cultural foundation built on people, purpose, and process.  Before Sage, Robert served as President of One Point Logistics in early 2020, where he was recruited to lead a turnaround of a 250-person operation.  From 2005 to 2020, Robert was the Founder and President of Cavalry Logistics, which he built from the ground up without outside funding. In 2010, he sold Cavalry to Universal Logistics Holdings but continued to lead the company as President for nearly a decade post-acquisition.  Robert began his career at C.H. Robinson in August 1993, starting in the North Chicago office. He rose through the ranks to become Transportation Manager and, ultimately, General Manager of the Nashville office.  He later served as Director of Logistics at Western Express from 2004 to 2005, where he launched a brokerage team that achieved a multimillion-dollar run rate in its first year and helped establish a high-performing, cross-functional culture.  Robert holds a Bachelor of Arts in Global Security and Nuclear Warfare from the University of Wisconsin–Madison. Known for his strategic clarity, cultural leadership, and operational excellence, he continues to shape the future of freight through innovation, acquisition, and people-first growth.  

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX efforts3. Why tangible gifts & notes are still extremely beneficial in business 4. Expanding your tool-kit for customer & employee shout-outs 5. What we can learn from Hallmark about remaining relevant over decadesClick here to learn more about Patrick McCulloughClick here to learn more about Hallmark Business ConnectionsHuge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Send us a textAI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging platforms like Sturdy that analyze unstructured data across email, Slack, and support tickets to identify churn risks and expansion opportunities. John challenges the overhyped notion that AI will replace CSMs, emphasizing instead how it amplifies human capabilities and enables more strategic engagement. The discussion culminates with an intriguing experiment: using custom GPTs for renewal pricing strategy that combines deal structure recommendations with benefit articulation. This customer success playbook episode demonstrates how forward-thinking CS leaders are leveraging AI to scale their impact while maintaining the human connections that drive customer loyalty.Detailed AnalysisThe episode showcases a mature understanding of AI implementation in customer success, moving beyond theoretical possibilities to practical applications with measurable business impact. John's progression from early adoption of Chorus to exploration of comprehensive platforms like Sturdy illustrates the rapid evolution of AI tools specifically designed for CS operations.The discussion of unstructured data analysis represents a significant leap forward in customer intelligence capabilities. Traditional CS platforms focus primarily on structured data points, but John's experience with AI-powered analysis of emails, support tickets, and communication channels opens new possibilities for early risk detection and opportunity identification. This capability addresses a long-standing challenge in customer success: the inability to systematically analyze the vast amount of unstructured communication that contains critical insights about customer health and growth potential.John's perspective on AI replacing CSMs demonstrates thoughtful leadership in an era of technological disruption. His emphasis on AI as an enabler rather than a replacement aligns with successful digital transformation strategies across industries. The human element remains crucial for building trust, navigating complex customer relationships, and making nuanced decisions that require emotional intelligence.The custom GPT experiment for renewal pricing represents the frontier of AI applications in CS operations. This use case demonstrates how AI can be trained on specific business contexts to provide both analytical recommendations and strategic guidance, potentially transforming how CS teams approach contract negotiations and renewal conversations.For CS leaders, this episode provides a roadmap for AI adoption that balances innovation with practical implementation, emphasizing tools that enhance rather than replace human capabilities.Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

You're rewriting your resume, applying nonstop, doing everything right and still getting ghosted. Sound familiar? In this episode, I sit down with four job seekers who were stuck in the same burnout cycle… until one shift flipped everything.They went from overwhelmed and radio silence to inboxes full of interviews, and it wasn't because they worked harder. We break down the exact outreach, mindset, and resume tweaks that turned the tide (even after months of rejection). If you're ready to stop spinning and start getting noticed, this might be the episode that finally changes your job search.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.**Episode #259 Highlight Reel:**1. Leading AI-safety initiatives at TaskUs  2. Developing and leveraging AI-powered analytics for customers 3. Partnering with Decagon and Regal focusing on augmentation 4. Constant monitoring & analysis of customer interactions to fuel sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!