Podcasts about Customer success

What if the only thing holding back your Customer Success career is a resume that's getting ignored even though you KNOW you bring the results, experience, and drive? In this episode, I share the real story of Maya, a seasoned Customer Success Manager (CSM) with a killer track record who was stuck applying into the void. She thought her Customer Success resume was fine... until we tore it apart and rebuilt it, turning walls of blah text into sharp, specific highlights that proved her impact in seconds.I'll walk you through the exact five-step strategy we used, including how to lead with proof, cut the fluff, show off your results and how you got them, and make sure every bullet shines whether you're staying in your field or switching industries altogether. You'll learn why most resumes miss the mark and how to fix yours so recruiters and hiring managers can't help but call you for interviews. If you're tired of waiting for someone to notice you and ready to be the talk of the recruiting team, hit play. Your January job search will thank you.2:05 – Why Your Resume Might Be Sending You Into the Job Search “Black Hole”3:22 – How Showing Proof (Not Just Adjectives) Makes Hiring Managers Stop Scrolling7:00 – The Three Questions Every Bullet Point Must Answer for Resume Success10:00 – Why Explaining Your Process Is Key (Not Just Results)13:27 – The Power of Making Your Resume Scannable (and ChatGPT's Secret Editing Sauce) 15:45 – How to Translate Jargon Into Universally Understood, Career-Boosting Language19:08 – The Five-Step Resume Audit to Get Noticed in January's Hiring Frenzy

Building Loyalty at Every Step of the Customer Journey   Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   1.  What is customer success? 2. What is the difference between customer success and customer support? 3. Why is it important to start the customer success process as soon as a deal is signed? 4. What impact does proactive customer service have on customer satisfaction and loyalty? 5. How can businesses use a subscription model to build long-term customer relationships? Top Takeaways:    ·       A business isn't just about making money. It's about getting and keeping customers. Profit will result when you serve your customers well.  ·       Customer success is different from customer support. Customer support helps when there's a problem or technical issue, but customer success aims to keep problems from happening in the first place. Customer success teams work with customers from the beginning of the relationship to make sure they are fully utilizing the features of a product to serve their business. They proactively reach out before issues even become problems.  ·       The renewals don't start when a subscription ends. They begin with the very first interaction, making sure that customers are happy and using the product well from the start. When customers are happy, the decision to keep doing business with you becomes easy.  ·       The best companies try to anticipate issues and reach out before they happen. Checking in, providing helpful information, and teaching customers how to get the most from your product are what create loyal customers.  ·       Companies can use data and technology, such as AI, to spot patterns in customer behavior and predict what customers will need next. By paying attention to how customers use a product and when they might need help, businesses can step in with support before a small issue becomes a big problem. This reduces customer churn by giving them confidence that your team will be there for them when needed.  ·       Delivering a great customer experience takes teamwork across marketing, sales, support, and customer success. All parts of the company need to work together to deliver a consistent, high-quality experience.  ·     Plus, Shep and Melissa discuss how every business, regardless of industry, can successfully adopt a subscription model that keeps customers coming back. Tune in! Quotes:   "Customers buy from other customers. Create advocates in your customer base." "The most exciting thing about customer experience is to be able to correlate and collect information that your customers give you to make their experience better." "Many people confuse customer success with customer support. In reality, customer success is about proactively ensuring customers never need to call support unless there's a genuine technical glitch." "Anticipate your customer's needs before they even know they need it. Use the data and technology like AI to predict issues and churn so that you can get more productive." "The best companies out there put customers at the center of everything they do. That is how they are going to grow today and into the future."   About:  Melissa Puls is the Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti, overseeing the entire customer journey from awareness to renewal. She is focused on helping companies enhance every stage of the customer experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.     Learn more about your ad choices. Visit megaphone.fm/adchoices

Michael chats with Elevsis Delgadillo, Senior Vice President of Customer Success at KeenStack. Together, they discuss KeenStack's AI-Powered Healthcare Referral Management Solution Powered by the ServiceNow AI Platform. Their discussion focuses on how the AI-powered solution has helped to overcome challenges with referral breakdowns, how KeenStack helps customers understand how to use AI in ways that deliver measurable success, how AI could reshape the referral process and patient journeys moving forward, appeals and grievances, and much more. To learn more about KeenStack and ServiceNow at www.keenstack.com.

At the Crexendo UGM, Tim Wilbourn, Senior Vice President of Support and Customer Success at Crexendo, sat down with Doug Green, Publisher of Technology Reseller News, to discuss Crexendo's customer-first culture, the growing role of AI across communications, and the ongoing challenges — and opportunities — presented by 10DLC compliance. Wilbourn oversees Crexendo's customer support, managed services, and professional services teams, as well as its retail platform, giving him a unique vantage point across the company's ecosystem. “I have the pleasure of serving the community from every angle of customer success — hosted support, managed services, and direct platform management,” he said. “The best part is that I experience the same challenges our partners do, which helps us make meaningful improvements.” A central theme at this year's event, Wilbourn noted, was “AI everything.” From receptionist automation to transcription, call routing, and analytics, Crexendo partners are eager to implement AI-driven enhancements. “Everybody wants AI and they want it now,” he said. “But the key question is what do they want it to do, and how quickly can they deploy it?” Wilbourn's goal is to bring those solutions to life within the Crexendo VIP platform by integrating the event's showcased vendor technologies into live, real-world use cases. Turning to 10DLC compliance, Wilbourn described the rollout as “a bit of a fiasco” for the industry — though one that now represents a major opportunity for service providers. “Change is scary, and 10DLC caught a lot of the industry by surprise,” he explained. “We're seeing partners hesitant to sell SMS because of the complexity of registration and fear of noncompliance.” He emphasized that the potential fines for violations — sometimes thousands of dollars per message — can be intimidating, leading some providers to delay adoption. To address this, Crexendo is working closely with EVP partners and messaging providers such as Autom8ly, Textable, and Cinch to simplify compliance through automation and education. “Our goal is to take away the fear,” Wilbourn said. “No one wants to work with tools they don't understand. If we make it cleaner, faster, and more reliable, adoption will follow.” Wilbourn also sees these compliance challenges as a way for MSPs and resellers to deepen customer relationships. “Problems are opportunities,” he said. “If we can make 10DLC and other compliance requirements easier, our partners become heroes to their customers.” Crexendo's strategy remains focused on proactive support and continuous improvement. “We're resolving tickets faster, improving quality, and raising satisfaction scores,” Wilbourn noted. “The quote of the week? ‘Getting better.' And that's what we intend to keep doing — better every day.” To learn more about Crexendo's customer success initiatives and partner ecosystem, visit crexendo.com.

Have you ever nailed every job interview question but still walked away with nothing but a “thanks, but no thanks”? You're probably blending in without even realizing it. In this episode, I'm revealing the real reason great Customer Success candidates keep getting passed over. And it's not your experience, it's that your stories sound like everyone else's.That's why in this episode, I'll show you how to find your superpowers—the unique things you do so naturally you don't even see them—and how to weave them into your Customer Success Interview answers. I'll walk you through the exact process to spot those special strengths, step out of the generic crowd, and inject them straight into your CSM Interview answers so you stand out instantly.If you're ready to finally stand out, build confidence, and move forward in your Customer Success Career, hit play and let's dive in. Whether you're aiming for your first CSM role or leveling up in SaaS Customer Success, this episode is packed with actionable career tips to help you shine in your next interview.2:14 – The Real Reason Generic Customer Success Interview Stories Fail 5:27 – What “Superpowers” Actually Mean in Customer Success Interviews 7:47 – How to Identify Your Own Superpowers 13:20 – Weaving Superpowers Into CSM Interview Questions—Before & After Examples 17:05 – Five Prompts to Discover What Sets You Apart 17:55 – The Simple Question Framework That Uncovers Your Strengths

Text us your questions and thoughts!What does it take to leap from vineyards to tech—and thrive? In this episode, we sit down with Dimple Athavia, a former winemaker (now, Customer Success Manager at Mimecast) who turned her love of chemistry, nature, and craft into a high-impact career in Customer Success. Her path is curiosity in motion: from studying microbiology and viticulture, to traveling the world for harvests, to building a drinks venture that sparked a deep fascination with digital products, data, and scale.Dimple shares how she broke into her first CSM role—treating interviews like iterative sprints, translating experience into CS language, and reaching out to a podcast guest for mentoring with a clear, respectful ask. That single outreach led to a new opportunity and a lasting lesson: be specific about what you need, make it easy for mentors to help you, and turn inspiration into action.We chat about:Early love of science leading to a winemaking degree and global harvest workBuilding a CSM career through podcasts, clear outreach and mentorshipStrategic customer conversations that map goals and influencePractical AI use for research, memory support and preparation in CSGuidance for emerging leaders on trust, clarity and coachingShe also shares how AI fits into the modern CSM toolkit—from researching public signals before first calls to surfacing insights and personalizing every touchpoint. For her, data directs attention; real conversations build momentum.If this conversation sparks an idea for your career or customer strategy, share it with a colleague, hit follow, and leave a quick review to help others discover the show.

In this milestone episode, Manoj Swaminathan, General Manager and Chief Product Officer for Business Suite Finance and Spend at SAP, shares his personal journey, the evolution of SAP Business Suite, and what it means for Cloud ERP customers. Discover how SAP is transforming enterprise operations with harmonized applications, integrated data, and intelligent automation. Manoj breaks down the future of business processes, the role of AI-powered agents, and how customers can unlock real value through end-to-end solutions. What topic would you like us to discuss next? Send an email to insides4@sap.com

This episode features Tali Segev, Vice President of Customer Success at MyndYou. She discusses how healthcare organizations can move beyond the “bright shiny object” phase of AI to focus on measurable ROI, effective change management, and maintaining the human connection at the heart of patient care.This episode is sponsored by MyndYou.

Erik and Kelsey discuss the integral role of Customer Success (CS) in a SaaS company, particularly how it can be leveraged for marketing and client engagement. Kelsey shares her journey in building the CS team at Justuno, the importance of identifying and promoting client success stories, and the tools she uses for content creation. They explore the challenges faced in content marketing, the significance of educational content, and the collaboration with technology partners to enhance client relationships. The discussion emphasizes the unique value of Justuno's customer service and the future potential of CS as a driving force for the company's growth.Topics we discuss:takeawaysCustomer Success is a powerful marketing tool.Kelsey has built the CS team over eight years.Identifying client success stories is crucial for marketing.Educational content is prioritized in their strategy.Patience is essential in content creation.Collaboration with technology partners enhances client success.Full screen promotions outperform traditional methods.CS leaders should embrace humor and authenticity.Measuring content success is vital for improvement.Building strong client relationships fosters trust and collaboration.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

In this episode of TECHtonic, host Thomas Lah, Executive Director of TSIA, speaks to Doug Duker, Global Leader of Customer Success at You.com, to unpack what truly sets AI-native startups apart from traditional SaaS companies. Doug shares how You.com evolved from a consumer search product into an enterprise-focused AI platform—emphasizing data security, multi-model agility, hallucination control, and personalized AI training for knowledge workers.Together, they dive into the massive transformation facing today's businesses: how to close the “last mile” of AI adoption, re-skill workforces, measure ROI, and redefine the role of customer success in an AI-first world. It's a candid look at how AI-native startups are reshaping what enterprise success means in the digital era.

KI-Agenten übernehmen Vertriebsaufgaben, die viele als belastend erleben: Datenpflege, Recherche, zeitfressende Routine. KI-Experte Dominic von Proeck zeigt in dieser Folge Wege auf, wie du deinen Sales-Funnel massiv verbessern kannst: Durch Deep Research zu besseren ICPs (Ideal Customer Profile), durch Vor- und Nachbereitung deiner Meetings auf Knopfdruck oder CRM-Pflege ohne Klickorgien. Gemeinsam zeigen wir konkrete Anwendungsbeispiele, erklären die möglichen Effekte und stellen Tools vor, mit denen sich all dies im Vertrieb umsetzen lässt. Du erfährst... ...wie KI-Agenten den Vertrieb revolutionieren und echte menschliche Beziehungen stärken ...welche Tools und Strategien den Einsatz von KI im Sales optimieren ...wie Unternehmen durch KI-gestützte Datenanalysen ihren idealen Kunden finden __________________________ ||||| PERSONEN |||||

Ever feel like your career is stalled because you're waiting for someone to notice all your hard work? Honestly? That “wait and hope” strategy is costing you months (if not years) on the path to your next promotion.That's why I'm breaking down the exact step-by-step strategy I use with my coaching clients to reverse engineer their career growth and land promotions in record time. You'll discover the simple four-part framework that helped one client jump two levels in just eight months, why most people approach career advancement totally backwards, and how to identify the real skills and gaps that matter for your next big move. We'll talk practical action plans and you'll finish this episode with immediate steps you can take this week to feel in control of your career trajectory. If you're ready to step out of career autopilot, get real clarity, and move into your next promotion on purpose, hit play and let's dive in.1:58 – Why Hoping for a Promotion Is NOT a Career Strategy5:10 – The Four-Step Framework to Accelerate Your Customer Success Career6:03 – Picking Your Exact Goal Title7:04 – Getting CRYSTAL CLEAR About What That Role Actually Does Day-To-Day7:48 – The Skills Matrix: How to Decode What “Leveling Up” Really Means11:26 – Why Gap Analysis Is Your Secret Weapon (Even If It's Uncomfortable) 13:19 – Why a 90-Day Action Plan Beats Waiting for Your Annual Review16:19 – How Just Taking Action Puts You Ahead of 99.9% of Peers

2543 Transforming Accessibility Through Aira with AI (Oct. 22, 2025) Show Notes Aira has transformed from a mostly subscription service into a resource that now offers many free services for visually impaired users. Hosts Nancy and Peter Torpey talk with Jenine Stanley, Director of Customer Success at Aira about navigating public spaces and how collaborations … Continue reading 2543 Transforming Accessibility Through Aira with AI (Oct. 22, 2025) →

Holiday retail is heating up... but this year looks dramatically different. With order counts steady but PO values down 25%, retailers are placing smaller, more frequent bets instead of locking in big inventory buys. Total holiday spend is expected to drop 5%, and gift spending is down 11%. So how do you execute when November and December throw inevitable curve balls? In this episode of the Omni Talk Ask An Expert Series, Chris Walton and Anne Mezzenga sit down with SPS Commerce's Brandon Pierre (VP of Customer Success) and Tony DiPaolo (VP Head of Retail, Sales & Customer Success) to break down the execution risks facing retailers and suppliers this holiday season... and share five actionable tactics you can deploy right now to protect your sales. What You'll Learn: • Why retailers are frontloading inventory but keeping orders leaner than ever • The hidden costs of in-season reaction and supplier strain • How to use supplier scorecarding as your radar for demand spikes • Why OTIF (On-Time-In-Full) metrics matter more than ever this season • Collaboration strategies that help retailers and suppliers react faster • How to prepare for both hot demand and soft sales scenarios Whether you're a retailer, supplier, or brand navigating Q4, this conversation is packed with data insights and practical tactics to help you execute through uncertainty. #RetailTech #HolidayRetail #SupplyChain #RetailStrategy #OTIF #OmniChannel #RetailData #Q4Retail #BlackFriday #RetailExecution

In this episode, we're joined by Rav Dhaliwal, recovering software exec turned early-stage VC at Crane. A longtime CS leader and board-level advisor, Rav breaks down how AI is reshaping Customer Success, from onboarding and telemetry-driven predictions to agentic workflows, while pushing CS to converge with account management and get far more revenue-centric. We spoke with Rav about what AI should (and shouldn't) automate, how to keep relationships authentic, and how leaders actually drive adoption, treating AI not as a tool drop but a behavioral change program.  Here are some of the key questions we address: Will AI compress or redefine CS, and where does it create leverage vs. require human expertise? What does the CS–Account Management convergence look like in practice (discovery, multi-threading, commercial acumen)? Which AI use cases move the needle now: telemetry-based churn/upsell prediction, voice sentiment, and agentic next-best-action? How do you avoid the “AI for efficiency only” trap and tie it to revenue, cost, and risk outcomes that customers actually buy? What's the playbook for AI adoption in GTM/CS? How do leaders run a change program (not a tool rollout) and measure progress? Where are the authenticity risks and how do you keep the customer relationship human? How far can we push AI-led onboarding and what's the 90% automated vs. 10% bespoke split likely to be?

Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.Chapters00:00 Introduction02:39 Common Mistakes in Building CS from Scratch05:53 Strategic Focus for Customer Success08:38 Building a High-Performing CS Team11:46 Measuring Success in Customer Success14:38 Creating a Customer Journey Map17:25 Developing a Minimal Viable CS Strategy20:33 Next StepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Neste episódio do Vamos de Vendas, exploramos como o Customer Success no B2B pode transformar clientes em verdadeiros embaixadores da marca — e por que essa estratégia é essencial para o crescimento sustentável das empresas. Recebemos Martha Rodrigues, fundadora e CEO da Guapeco, primeira startup de benefício corporativo pet do Brasil, para falar sobre como o relacionamento com o RH pode impulsionar negócios e gerar valor real para os colaboradores.Com experiência em vendas em empresas como Involves, Feedz, Xerpay e Creditas, Martha compartilhou os bastidores da criação da Guapeco — uma ideia que nasceu em 2020 e hoje conecta companhias à paixão animal dos colaboradores por meio de planos de saúde pet. Na conversa, ela revelou como construiu autoridade e confiança em um mercado novo, os desafios de vender uma solução sem cases prévios e as estratégias para transformar RHs em parceiros estratégicos e promotores da marca.O papo também abordou como estruturar processos de pós-venda, ampliar oportunidades de upsell e cross-sell e quais são as principais tendências em Customer Success que devem moldar o futuro das relações B2B.

Text us your questions and thoughts!WE ARE BACK with another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight.In today's conversation, we'll explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team.We discuss:How AI agents disrupt the old “growth = more headcount” modelWhere AI delivers meaningful value in CS, and where it still falls shortPractical, low-lift steps to prepare: cleaning your data, setting guardrails, and upskilling your teamYou'll walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.FeaturingLiam Gilleran, RVP Solutions Consulting & Customer Success, GainsightGiorgia Pedenzini, Senior CSM, GainsightMarija Skobe-Pilley, Founder, Women In Customer Success

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too?In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of customer experience is being reshaped and what this shift means for leaders, human teams, and the trust customers place in AI.Watch this episode on YouTube:Follow the people:https://www.linkedin.com/in/decivory/https://www.linkedin.com/in/natalie-hurst-8a1712b/Newsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Haris Ikram, Co-founder and CEO of CandorIQ, and Chad Atwell, Head of Customer Success and Advisory Services at CandorIQ, join us this episode to discuss the critical, yet often disconnected, relationship between HR and finance in workforce planning. They explore why these teams often operate in silos and how they can collaborate more effectively on headcount and compensation to drive business success. The conversation also gets into the changing definition of the workforce, the role of data in strategic planning, and how AI is shaping the future of work and employee skills. [0:00] Introduction Welcome, Haris and Chad! Today's Topic: Bridging the Gap Between HR and Finance in Workforce Planning [5:50] Why HR and finance teams don't collaborate, even though they should The different objectives driving each team.  How to manage a multifaceted and flexible approach to getting work done in the modern economy.  [20:06] What's workforce planning and what challenges might be present? Workforce planning is about having the right people—and now AI agents—in place to get the work done.  How to manage a multifaceted and flexible approach to getting work done in the modern economy.  [37:53] How AI and agents are influencing workforce planning How AI is automating tactical work, creating a greater need for employees with skills in critical thinking, creativity, and strategy.  The importance of measuring the true productivity impact of AI over time, and why companies must be thoughtful about its implementation.  [43:46] Closing Thanks for listening! Quick Quote “Layoffs cause an immense amount of harm for the companies as well. I mean, there's lots of research out there that will show dips or even just outright dives in company confidence, people's belief in future career opportunities, confidence in leadership.”

Michael Lenard is a co-founder of Horse Spot, where he serves as CFO and leads the Sales and Customer Success efforts. With nearly two decades of experience in horse show management, Michael brings a deep understanding of the industry. He has managed USEF competitions, is an experienced show secretary, and recently earned his USEF ‘r' Jumper Judge license. He's also a lifelong hunter/jumper competitor, with accomplishments up through the 1.40m level, including notable wins at the Pennsylvania National Horse Show and in Wellington, FL. Michael was the captain of his IHSA collegiate equestrian team, leading them to three consecutive Regional Titles and earning multiple top-10 individual finishes at Nationals, including an Individual National Championship in 2010. Before diving full-time into equestrian tech, Michael built a distinguished career in public accounting and consulting, ultimately serving as Managing Director at a specialized financial consulting firm. He holds both Bachelor's and Master's degrees in Accountancy, is a Certified Public Accountant (CPA), and a Certified Forensic Examiner. Today, he's helping modernize horse shows through Horse Spot — a show management platform that handles entries, schedules, results, payments, and more. If you haven't seen it at your show yet, you likely will soon. It's a game-changer for any organizing horse shows and a breath of fresh air compared to the outdated systems we've all had to deal with.

 In this EpisodeTravis Gollaher, Vice President of Customer Success at FMSI, shares powerful insights on leadership, delegation, and continuous learning. He discusses how understanding your company's mission and your role within it can re-energize teams and drive meaningful engagement. Travis emphasizes the value of trust and creativity in delegation, reminding leaders that the best results come when people are empowered to think for themselves. He also highlights how one-on-one conversations create stronger alignment than broad announcements and shares a personal story inspired by the film “San La,” where taking a leap of faith led to unexpected rewards.About TravisTravis Gollaher is the Vice President of Customer Success at Financial Management Software, Inc. (FMSI). A U.S. Army veteran and accomplished corporate leader, he brings over 20 years of experience across Customer Success, operations, pricing strategy, and sales. Over the past six years, he has specialized in SaaS and FinTech, helping organizations scale through growth and transformation.Travis is known for delivering industry-leading results, including 125% Net Revenue Retention (NRR) and 97% Gross Revenue Retention (GRR). His leadership has guided teams supporting clients with over $600B in assets, all while fostering a culture built on learning, trust, and results. A passionate reader who averages 35–50 nonfiction books each year, Travis believes in the power of knowledge to accelerate mastery and drive innovation.Connect with TravisLinkedIn: https://www.linkedin.com/in/travis-gollaherWebsite: https://fmsi.com________________________________________________________________

Ever find yourself making it to the final round interview, only to get that dreaded rejection again and again with zero real feedback? I see it all the time, and that's why in this episode, I'm breaking down exactly why it happens, straight from a real client success story.Meet “Sarah”, ten years deep in Customer Success, landing interviews left and right (we're talking big-name companies), but somehow never sealing the deal. Her problem wasn't her skills or her track record. It was three simple mistakes—stuff almost no employer will ever point out, but absolutely fatal when it comes to landing the offer.In this episode, I walk you through the three tiny (and totally fixable) changes Sarah made that took her from stuck and frustrated to hired in three weeks. I'll show you how she ditched the robotic presentation style, started talking with her audience instead of at them, and learned to make her data actually tell a story. These quick pivots didn't just land her a new role—they made her stand out as a “breath of fresh air” to hiring managers.If you're tired of clueless employer feedback, tired of rehearsing yourself into oblivion and still walking away empty-handed, and so, so tired of wondering if you're ever going to break through, this episode is for you. Hit play and let's dive in.4:49 – How Sounding Too Scripted in Presentations Turns Off Interviewers (and How to Fix It)8:03 – The Subtle Shift from “Talking At” to “Talking With” That Instantly Boosts Interview Engagement10:30 – Why Too Much Data in Presentations Can Undermine Your Credibility14:30 – Three Tiny Tweaks That Landed a Client Her Dream Role in Three Weeks

In this episode of the B2B Go-To-Market Leaders Podcast, Vijay Damojipurapu sits down with Alon Ahronberg, VP of Customer Success at Atera, to explore how customer success drives sustainable revenue and long-term retention in modern B2B companies.From his early career in engineering and BI consulting to leading customer success at global SaaS startups, Alon shares lessons from scaling teams, building onboarding frameworks, and transforming a PLG motion into a hybrid sales-led growth (SLG) strategy.Together, they unpack:How to define go-to-market holistically across product, sales, marketing, and customer success.The critical role of onboarding and re-onboarding in improving renewal rates and product adoption.Why internal collaboration between CSMs, marketing, and sales determines customer lifetime value.The cultural shift needed to elevate customer success from “call center” to strategic growth partner.How AI will reshape customer success, bridging high-touch strategy with scalable automation.Whether you're a founder, go-to-market leader, or customer success professional, this episode offers a masterclass on aligning post-sale execution with growth.Connect with Alon Ahronberg on LinkedInConnect with Vijay Damojipurapu on LinkedInBrought to you by: stratyve.com

Strategisches Cross- und Upselling entfaltet Kraft erst dort, wo Beziehungen wachsen – nicht Verträge. Gero Decker beleuchtet, warum echte Umsatzsteigerung in der klugen Entwicklung von Accounts und den individuellen Herausforderungen großer Kunden liegt. Es geht um den Wert gemeinsamer Landkarten, kluge Pricing-Logik und die Kunst, Bedürfnisse früh zu erkennen. Erfolg entsteht nicht aus Taktik, sondern aus wirklicher Nähe zum Kunden. Wer Wachstum führen will, denkt Customer Success als gelebte Verantwortung – nicht nur als Rolle. Du erfährst... In dieser Episode erfährst du… …wie du mit Cross- und Upselling deine Kundenbeziehungen vertiefst. …warum die ersten 30 Tage entscheidend für den Erfolg im SaaS-Bereich sind. …welche Rolle Customer Success bei der langfristigen Kundenbindung spielt. __________________________ ||||| PERSONEN |||||

Company background: "HSO is the second largest Microsoft partner in the globe," Holwagner reports. It focuses on industries including professional services, manufacturing, finance, and the public sector. HSO continues to grow not only with its traditional ERP services but also around cloud and AI services. "The mission here is really to improve our clients' business performance with the results of Microsoft solutions."AI's market impact: "It's definitely a transformation happening faster than anything I've seen before," Holwagner says. While there's already been significant advancements with AI, it's still only the beginning of what has yet to be built out and understood. He breaks down AI across four different roles:At the top level, boards and owners are pushing for areas of efficiency to stay competitive, reimagining the business model using AI.The next level is the CTO or an IT manager; they have efficiency demands, but they're also primarily thinking about how to contain information and data in a security model.The business leaders or department heads are being tasked to think about efficiency using AI but they're mostly busy keeping their engine going. They need tools that show them where to get ROI.The last level is HR, which might be considering where AI is filling in for various jobs.Perspectives for applying AI: HSO looks from a responsibility perspective in three different areas. First, it aims to educate customers on what's possible while also focusing on what's doable. Second is protection, which involves having control over your domain information. The third area is thinking about use cases for specific AI components.Organizational transformation: With the introduction of AI, there's a transformation happening across organizations in a variety of industries. AI has been thought of as a technical element when it needs to be included in functional conversation, especially for consulting businesses, Holwagner notes. Leaders and managers must understand the concepts of weaving in AI to give it value. AI transformation will likely lead to a "healthy reduction in certain areas" in the workforce, but "the transformation of what people are going to do in the organization is going to change." It will be more business logic transformation consulting and fewer hands-on the keyboard-related tasks, Holwagner shares.Summit NA: HSO will be attending Community Summit North America. You can connect with HSO at booth #209. The HSO team will be presenting several sessions throughout the event as well, including:The Latest D365 AI Agents and Features to Automate Your Supply Chain on Monday, October 20thDelivering a Scalable, Secure Data & AI Platform on Monday, October 20th3 Hidden Risks of AI in the Enterprise—and How to Manage Them Responsibly on Tuesday, October 21stSolving Customer Master Data Challenges for a 360° View in Dynamics 365 CE (CRM) and F/SCM (FO) on Wednesday, October 22nd Visit Cloud Wars for more.

In this special Cloud Wars interview, Oracle Executive Vice President for Applications Development Steve Miranda joins Bob Evans to discuss how Oracle's transformation from CloudWorld to AI World signals a seismic leap in enterprise technology. Miranda shares how Oracle has delivered more than 600 agents, launched the Agent Studio and Marketplace, and unified AI capabilities across its Fusion Applications and industry verticals. The result: a powerful convergence of data, intelligence, and automation driving the next wave of business transformation.AI-driven EnterpriseThe Big Themes:Oracle's Next Seismic Shift: Oracle's renaming of CloudWorld to AI World isn't a branding exercise, it's a declaration. Just as “OpenWorld” and “CloudWorld” reflected past technology revolutions, “AI World” marks Oracle's belief that AI represents a shift of even greater magnitude. Miranda describes this era as one where automation and intelligence redefine enterprise operations. Oracle's applications division is now delivering hundreds of AI-driven agents and features at unprecedented speed.Agents Everywhere: In just two years, Oracle has gone from announcing 50 generative AI features to delivering over 600 agents across its Fusion and vertical applications. These agents automate tasks, surface insights, and optimize processes, often eliminating manual decision-making entirely. Oracle's rapid release cadence (quarterly updates backed by Oracle Cloud Infrastructure (OCI)) means customers constantly inherit new capabilities without disruption.OCI, the Engine: Oracle's leadership in hosting and training large language models within Oracle Cloud Infrastructure (OCI) gives its applications a built-in edge. Customers automatically benefit from the latest AI tools, performance improvements, and model upgrades without manual migration. OCI's second-generation architecture, featuring Exadata, cloud-native identity, and networking, delivers both reliability and continuous innovation.The Big Quote: “For many of our customers, it's great timing to have AI delivery, because they've gone live. They've gone through multiple phases. They're on the cloud. They're used to getting quarterly updates. Now, this is a big thing, but they're used to that people part of the transformation." Visit Cloud Wars for more.

Can customer success strategies be replicated across different regions and cultures? In this episode, we sit down with Jomilsa Sousa, a Customer Success Manager based in Dubai, to explore why standardized playbooks often fall short in international markets.Jomilsa shares her firsthand experience contrasting customer success approaches between the UK and the Middle East, revealing how communication preferences, relationship-building expectations, and client engagement vary dramatically across regions. From tech-driven approaches in some markets to high-touch, personal interactions in others, she explains why adaptability and human connection trump rigid frameworks.Key topics include:

Chris Degnan is the former Chief Revenue Officer at Snowflake, where he was instrumental in scaling the company from less than $1M in ARR to over $3B in annual revenue. He joined as the first sales hires and built Snowflake's go-to-market engine from scratch, growing the team from to more than 6,000 globally. Under his leadership, Snowflake became one of the fastest-growing enterprise software companies in history, achieving a record-breaking IPO in 2020. AGENDA: 04:34 How to Build a Sales Team from Scratch 07:49 How to Hire and Evaluate Sales Leaders 15:23 Four Big Lessons Scaling Snowflake to $3BN ARR 31:30 Comparing Snowflake and Databricks: What Databricks Did Better? 35:26 How to Manage Sales Team Morale in Competitive Markets 43:53 Why Customer Success is BS and What To Do With It 48:31 How Every Sales Leader Needs to Change in An AI World 49:37 Biggest Reflections on Sales Leadership 54:38 Quick Fire Questions and Final Thoughts   20Sales: Scaling Snowflake from $0-$3BN in ARR | Snowflake vs Databricks: My Biggest Lessons | Why Customer Success is BS and What Replaces It with Chris Chris Degnan

Learn how to Master Client Retention with Predictive Analytics Instead of Guesswork Things about client retention that most entrepreneurs get wrong: they're flying blind until it's too late. In this game-changing episode, I sit down with our Director of Community, Walker Renfrow, to pull back the curtain on the client retention strategies we've developed through real-world testing, data analysis, and relentless innovation. We're not talking about the same tired advice you'll find everywhere else—this is about moving from reactive churn management to predictive retention analytics that tell you there's a problem before your clients even know they're unhappy. If you're selling into a leaky bucket and wondering why your MRR isn't growing the way it should, this conversation is going to change everything. Walker Renfrow is one of those rare talents who wears many hats and excels at all of them. As our Director of Community at Predictable Profits, Walker has become a catalyst for growth—constantly innovating, solving problems in unique ways, and creating client experiences that don't just retain customers, they turn them into raving fans. With his background in entrepreneurship and experience across manufacturing, construction, and business coaching, Walker brings a creative, data-driven approach to retention that you won't find in any textbook. He's an artist in both his personal life as a singer and in his professional world, looking at challenges from angles most people never consider. KEY TAKEAWAYS: Selling into a leaky bucket caps your MRR—retention is just as critical as sales for growth. NPS surveys alone won't cut it—low response rates and shallow data won't move the retention needle. Your team can't give accurate client health assessments—their incentives are misaligned to paint rosy pictures. Quarterly interviews by a third party (not the account manager) get you the honest feedback that drives real change. Relationships + Results = Retention—most businesses focus only on results and ignore relationships entirely. Use red/yellow/green client scoring: 75% green, 20% yellow, 5% red—zero red means you're lying to yourself. Track behavioral metrics (attendance, implementation, engagement) to predict churn before it happens—not after. Community is your AI-age defensibility—authentic human connections become irreplaceable as everything else gets commoditized.   Growing your business is hard, but it doesn't have to be. In this podcast, we will be discussing top level strategies for both growing and expanding your business beyond seven figures. The show will feature a mix of pure content and expert interviews to present key concepts and fundamental topics in a variety of different formats. We believe that this format will enable our listeners to learn the most from the show, implement more in their businesses, and get real value out of the podcast. Enjoy the show. Please remember to rate, review and subscribe to the podcast so you don't miss any future episodes. Your support and reviews are important and help us to grow and improve the show. Follow Charles Gaudet and Predictable Profits on Social Media: Facebook: facebook.com/PredictableProfits Instagram: instagram.com/predictableprofits Twitter: twitter.com/charlesgaudet LinkedIn: linkedin.com/in/charlesgaudet Visit Charles Gaudet's Wesbites:  www.PredictableProfits.com www.predictableprofits.com/community https://start.predictableprofits.com/community

Cristina Daroca is Senior Director, Head of Americas Marketing at Riverbed Technology, driving ABM and Field Marketing strategies that turn targeted accounts into measurable revenue. With deep expertise in aligning Sales, Marketing, and Customer Success, she uses data-driven insights and AI to scale personalized programs and deliver real business impact across complex enterprise accounts.Watch this episode and learn:How to unite Sales, Marketing, and CS around a focused account listWhy merging ABM and Field Marketing creates stronger engagement and ROIStrategies to run One-to-one, One-to-few, and One-to-many programs effectivelyHow AI is transforming account research, content personalization, and forecasting

Ever been told to just “wait until after the holidays” before you get serious about your job search? That advice drives me up the wall, and in this episode, I'm breaking down why October is actually the secret launchpad for your next Customer Success job. While everyone else is slowing down, I'll show you how to get ahead with the same three-part strategy my clients use to land offers while the competition is snoozing.I'll walk you through what makes Q4 a shockingly good time to get hired, how to audit your job search so you're not wasting hours on things that don't matter, and the real ways to build a network that opens doors fast. Plus, I'll teach you how to sharpen your interview skills now, so when the opportunities come (and they will), you're ready to crush them. If you're tired of career advice that keeps you waiting and you want to end the year strong, this is the episode for you. Hit play, and let's dive in.1:27 – The Real Reason October Is Prime for Job Offers4:48 – What Happens If You Wait for January (Hint: Intense Competition)6:29 – Step 1: Audit Your Job Search—Stop Wasting Time on Low-Impact Tasks8:01 – Step 2: Build Your Network Now—Why Q4 Is a Goldmine for Outreach10:16 – Step 3: Prep Your Interview Stories Before the Holiday Rush13:27 – How Using Q4 Strategically Lands Faster Job Offers

Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.Chapters00:00 The Importance of Customer Success Investment02:41 Common Pitfalls in Customer Success Training06:01 Building Commercial Confidence in Customer Success08:50 Effective Training Strategies for Customer Success11:37 Transforming Customer Success into a Revenue Driver14:57 Practical Workshops for Customer Success Teams17:51 The Role of Templates and Frameworks20:43 Handling Objections and Multi-threading Accounts23:54 Investing in Customer Success for Future Growth26:43 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

Hey CX Nation,In this week's episode of The CXChronicles Podcast #269, we welcomed Valerie Li,  Co-Founder & CEO of Duckie.ai based in San Francisco, CA.Duckie. ai is a no-code platform for customer support teams to build their own AI agents to deflect tickets and automate repetitive processes.In this episode, Valerie and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #269 Highlight Reel:**1. AI-Driven Support Is The Future 2. Enhancing CX and EX Through AI 3. Building Customizable AI Support Bots4. Leveraging Engineering For Strategic Growth 5. AI-Powered Customer Feedback Analysis  Click here to learn more about Valerie LiClick here to learn more about Duckie.aiHuge thanks to Valerie for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Check out the CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!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, host Dan Sixsmith interviews Marilee Bear the CRO at Gainsight. Marilee reflects on her first year at the helm, discussing the company's impressive growth trajectory, recent strategic acquisitions, and the challenges and opportunities presented by a major leadership transition. Marilee shares actionable strategies for improving net revenue retention, such as leveraging data-driven insights, fostering cross-functional collaboration, and investing in customer education. The conversation also explores the impact of AI on sales processes. Marilee offers candid leadership insights, discussing the importance of transparency, adaptability, and building a culture of continuous learning. She also recounts her career journey, from her early ambitions and formative experiences to the pivotal moments that led her to lead a major SaaS company, offering advice for aspiring leaders in the tech industry.Timestamps:Welcome and Introductions (00:00:01) Dan welcomes Marilee Bear who reflects on her first year at Gainsight, company growth, and recent leadership changes.Company Growth, Acquisitions, and Leadership Transition (00:00:30) Marilee discusses acquisitions, repositioning Gainsight for growth, and the CEO transition from Nick Mehta to Chuck Apathy.Team Structure and Business Unit Model (00:02:04) Explanation of new hires, business unit model, and leadership structure within product and customer success teams.Integrating Customer Success into Revenue Organization (00:03:21) Describes shifting customer success under the revenue team and the industry trend of CS as a revenue driver.Defining Roles and Realigning the Revenue Team (00:05:25) Outlines the jobs-to-be-done exercise, clarifying roles across sales, CS, and other go-to-market functions.Customer Success as a Pipeline Engine (00:06:24) Details how CS now contributes to pipeline generation and the metrics used to measure CSM impact.Net Revenue Retention (NRR) Challenges (00:07:29) Discussion of industry-wide NRR declines and the need for strategic retention and value delivery.Retention Strategies and Multi-threading (00:08:21) Emphasizes proactive retention, business value demonstration, and multi-threading within customer organizations.Competitive Landscape and Expansion Focus (00:12:29) Explains how competition now includes internal build vs. buy, and the importance of expansion within existing customers.Convergence of Sales and Customer Success Roles (00:13:53) Observes the merging responsibilities of CS and sales, with CS teams adopting more sales-like approaches.State of B2B Sales and Impact of AI (00:14:25) Explores ongoing challenges in B2B sales, the impact of generative AI, and the need for business acumen.Reaching C-level Executives and Sales Best Practices (00:17:00) Shares the difficulty of accessing executives, the importance of detective work, and value-driven outreach.Effective Sales Outreach to Executives (00:19:12) Marilee describes what makes sales outreach compelling: offering choices, concise meetings, and understanding executive preferences.Marilee's Career Journey (00:21:31) Covers her early ambitions, work history from restaurants to Oracle, Akamai, Zendesk, and her path to Gainsight.Retention and Customer Success Experience (00:25:54) Highlights her experience with retention at Akamai, building CS teams, and her initial exposure to Gainsight.Key Career Lessons and Leadership Growth (00:28:54) Shares lessons on authenticity, operational rigor, and the importance of direct feedback and self-improvement.Leadership Philosophy and Team Management (00:33:58) Discusses leading diverse teams, empathy, balancing encouragement with accountability, and fostering a feedback culture.Definition of Success (00:36:00) Marilee defines success as delivering the best outcomes for customers, company, and self, in that order.Closing Remarks (00:36:43) Dan thanks Marilee, wraps up the episode, and previews future collaborations.

Bonnie Tinder is the founder and CEO of Raven Intelligence, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, Tinder joins Bob Evans to break down what's next for Oracle and SAP, exploring AI-native applications, agent ecosystems, and data openness, while offering sharp, practical insights into how enterprises can extract real value from AI innovation.Episode 55 | Oracle, SAP, and the AI ShiftThe Big Themes:Oracle's Upcoming AI Agent Marketplace: One of Oracle's most anticipated announcements is the launch of an AI Agent Marketplace. This platform will act like an app store for AI-powered agents, opening new monetization paths for partners and developers. It will enable third-party vendors to sell industry-specific agents and tools, further enriching Oracle's AI ecosystem. This move reflects a broader strategy to position Oracle not just as a cloud provider but as a facilitator of innovation across its partner network.SAP's Bold Vision: SAP is preparing to reveal its most radical AI shift yet—positioning AI as the primary user interface across its suite. Powered by Joule, SAP's AI assistant, users will be able to interact with software through natural language instead of traditional menus or clicks. Tasks like requesting time off or checking budgets will be handled conversationally. This paradigm shift moves SAP from system-of-record software to intelligent systems-of-action.AI Recruitment Tools Rise: Both Oracle and SAP are doubling down on AI-enhanced recruitment tools. SAP's acquisition of SmartRecruiters and Oracle's industry bundles for talent management signal a strong push into AI-driven hiring. AI is being used to streamline candidate engagement, improve matching, and personalize outreach. While some fear AI may displace roles, enterprise vendors are positioning it as a tool to find the right people faster.The Big Quote: ““The hardest part of any of these transformations is the change management piece, and if AI can help make that change easier, faster and more comfortable for all the stakeholders—that's the name of the game." Visit Cloud Wars for more.

Lukas Biedermann, Mitgründer von SPARETECH, spricht über den Aufbau eines erfolgreichen Enterprise-Software-Unternehmens. Er teilt, wie sie von der Porsche Consulting zu einem der führenden Anbieter für Ersatzteil-Management wurden, warum sie mehr als 150% Net Revenue Retention erreichen und wie sie ihre US-Expansion nach Chicago statt New York steuern.  Was du lernst: Enterprise Sales: Wie du die ersten Enterprise-Kunden gewinnst Die richtige Balance im Sales Cycle Warum Referenzen entscheidend sind Retention & Growth: 150% Net Revenue Retention erreichen Die Balance zwischen Gross und Net Retention Warum Retention in der Discovery beginnt Remote Culture: Remote-Yes statt Remote-First Internationale Teams aufbauen Die richtige Balance zwischen Hubs und Remote US-Expansion: Warum Chicago statt New York Die richtigen ersten Schritte Kulturunterschiede im Enterprise Sales Vision & Strategie: Von der Beratung zum Produkt Die richtige Pricing-Strategie Langfristige Marktentwicklung ALLES ZU UNICORN BAKERY: https://zez.am/unicornbakery  Mehr zu Lukas: LinkedIn: https://www.linkedin.com/in/dr-lukas-biedermann/  Website: https://sparetech.io/de/  Join our Founder Tactics Newsletter: 2x die Woche bekommst du die Taktiken der besten Gründer der Welt direkt ins Postfach: https://www.tactics.unicornbakery.de/  Kapitel: (00:00:00) Von der Beratung zum Produkt (00:23:40) Enterprise Sales & erste Kunden (00:31:40) Retention & Customer Success (00:42:15) Remote Culture & Teambuilding (00:57:10) US-Expansion & Internationalisierung (01:03:00) Vision & Ausblick (01:08:00) Key Learnings & Ressourcen

Hey CX Nation,Here's the first CXWeekly Update from CXC in a long time!This week's episode I walk through some ideas, goals & CTAs that I've learned from the 5 years of building CXC.Don't worry we have a ton of amazing guest interviews coming down the pipeline over the next couple of weeks.Part of our goal at CXC is to create more customer focused business leader content, including short episodes like these ones that are digestible, actionable & most importantly entertaining & valuable for all of you.Full candor, we also wanted to celebrate our 5 year anniversary of building CXChronicles. We are approaching 300+ episodes of customer focused business content, we've worked with almost 150+ companies across the world helping them make customer & employee happiness a habit & we are now partnered with some of biggest players in software & technology including Salesforce, Hubspot, Intercom, Zendesk, & Freshworks to name a few. If you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & 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.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!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!!

Think company research has to take hours? Think again. Most job seekers either fall down endless rabbit holes or show up unprepared and it's costing them interviews, offers, and even salary.That's why in this episode, I bring in Olivia, our Director of Customer Success, to reveal the game-changing strategy for researching any company in just 15 minutes. We'll show you exactly what to look for (and what to skip), how to use resources like G2 reviews and SEC filings to your advantage, and the way smart research can even boost your compensation—all with real client stories and tangible takeaways you can implement today.You'll walk away with a research checklist that slices your prep time in half, surfaces the insights that matter, and most importantly, positions you as a standout candidate who's never caught off-guard. Want to know the research secrets that transform offers? Hit play and let's dive in.02:37 – How Spending Too Much (or Too Little) Time on Company Research Can Cost You the Job Offer 5:02 – Why Demonstrating Customer Success Skills in Your Research Sets You Apart from Other Candidates 8:20 – The Secret to Doing Effective 15-Minute Company Research Without Panic or Overwhelm 10:06 – Why Knowing a Company's Value Proposition Matters More Than Memorizing Their Mission Statement11:40 – The Fastest Way to Find a Company's Value Prop (Hint: Case Studies and AI Can Do the Work for You)14:05 – How to Quickly Analyze Financial Data Like SEC Filings Even if You're Not a Numbers Person17:20 – A Real-Life Example of How a Job Seeker Used G2 Reviews to Negotiate a Higher Base Salary18:54 – Why “Uncomfortable” Research Topics (Like Negative Reviews or WARN Notices) Can Help You Make Smart Career Choices22:53 – The Checklist and AI Playbook: How to Make Scalable Research a Repeatable Habit (Without the Rabbit Holes)24:46 – Why It's Crucial to Time Your Research (You Don't Need to Know Everything Before You Apply)

Find out what it really takes to build lasting partnerships in freight and how brokers and carriers can move beyond the transactional mindset in this episode with our returning guest, Dan Lindsey of Broker-Carrier Summit! Dan shares how they're changing the game by creating real face-to-face connections that drive millions in contracted freight, not just theory, but results. We talk about shifting the industry from a “someone has to lose” mentality to building true partnerships where brokers treat carriers like customers and vice versa, how technology fits into the equation—not as a replacement for trust, but as a tool to support it—and why the future of freight depends on balancing automation with human relationships!   Broker-Carrier Summit Orlando Registration: https://bcsfreightnetwork.com/ /  https://bit.ly/bcs-orlando   About Dan Lindsey Dan has been in the logistics industry since 2001 when he began working the preload shift for UPS. Since then, he has worked as a freight broker, operations manager, and business development leader in multiple segments of the industry. His commitment to “doing business the right way” led him to launch Linkage Logistics in March of 2020. Dan is also the driving force behind the Broker-Carrier Summit. Since his focus has always been on establishing deep, mutually agreeable partnerships, his hope is that closer cooperation between brokers and carriers will become the new normal in our industry.  

Text us your questions and thoughts!We're excited to welcome Linda Lipovetsky, Senior Principal Customer Advocacy Manager at Unqork, whose career journey demonstrates that landing your dream role is less about polished résumés and more about delivering value, embracing radical transparency, and showing up where it counts. From a pandemic hackathon with her 10-year-old son to a gutsy LinkedIn pitch that opened the door to Unqork, Linda's story is a masterclass in building opportunity through courage and creativity.As she shares, her “operating system” is radical transparency—oversharing by design (within confidentiality) to break down silos, speed decisions, and help customers plan with the truth. No euphemisms, no carefully massaged answers—just candor that builds trust and accelerates outcomes.In this episode, we discuss:How to network into companies by creating a visible impact Self-advocacy strategies that feel naturalWhy traditional metrics like NPS and CSAT fall short (and which signals truly predict renewal and customer trust)How CS and Advocacy can claim a bigger seat at the tableThe realities of remote work, energy management, and why staying close to technology gives you long-term career liftReady to rethink how you advocate for yourself, your customers, and your career? This episode is packed with practical strategies you can start applying today—so tune in and enjoy!

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.Chapters:00:00 Introduction to Customer Success and Onboarding03:34 Building Customer Success from Scratch11:39 Challenges in Building Customer Success22:51 The Importance of Onboarding35:36 Creating Wow Moments in Onboarding55:22 Key Takeaways for Building Onboarding ProgramsDownload The CS Pro freebies:https://thecustomersuccesspro.com/resourcesConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Cara Benecke:Linkedin: https://linkedin.com/in/cara-benecke/Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event

The Realities of Reverification and the Future of Intelligent Automation AI is everywhere in healthcare conversations, but when it comes to reverification, the reality is more complex. Each January, practices are hit with a surge of eligibility and benefits checks, straining staff and creating bottlenecks that risk revenue and patient experience. Traditional fixes like staff augmentation and manual workflows keep the lights on, but they don't solve the underlying scalability problem. In this Office Hours, Jonathan Aguiar, Senior Solutions Engineer, and Lora Pada, AVP of Customer Success, will break down the real-world challenges of reverification, explore how staff augmentation and partial automation fill today's gaps, and discuss how intelligent automation and AI agents are being developed to change what's possible tomorrow. Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

In this episode of TECHtonic, TSIA's Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, to explore how artificial intelligence is reshaping professional services, customer onboarding, and the broader technology landscape.From Salesforce replacing thousands of support roles with AI agents, to Rocketlane's own AI-powered documentation and project delivery tools, Ganesan shares how the next generation of platforms will help companies not just manage work—but do the work. Together, they discuss:Why onboarding is really a customer's “second sale.”How AI can shrink service project timelines from months to weeks—while unlocking new revenue opportunities.The blurring lines between professional services, customer success, and product adoption.Why the future of services won't disappear but will pivot toward business outcomes, value realization, and AI-enabled scale.Tune in for a forward-looking conversation on whether software eats services—or whether AI is creating a bold, new services era.

Ever feel like product, sales, or engineering just doesn't get you, or worse, ignores your most urgent requests? Here's the uncomfortable truth—being amazing with customers isn't enough to get you promoted (or even layoff-proof) in Customer Success anymore.In this episode, I share a powerful, never-talked-about strategy that unlocks rapid career growth for CSMs by making you the secret weapon every department wants on their team. We'll unpack the missing piece of cross-functional collaboration, share the three-step process top CSMs use to become indispensable, and get super tactical about how to make product, sales, and engineering actually want to work with you.By the end, you'll know exactly how to shift from being seen as a “problem-dumper” to a strategic, value-driving partner—transforming how your company sees you and unlocking real career momentum. Want to be the CSM your whole company can't afford to lose? Hit play now and let's dive in.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #267, we welcomed Michele Shane, SVP Business Development at UJet.CX based in San Francisco, CA. UJET is a next-generation cloud contact center platform that leverages AI to modernize the customer experience. The UJet.CX platform & services embed intelligent automation at every touchpoint, empowering agents, optimizing customer journeys, and transforming operations into real-time insight engines.In this episode, Michele and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that Michele & her team think through on a daily basis to build world class customer experiences.**Episode #267 Highlight Reel:**1. Human-centric approach to CX & growing your business 2. Power of people over technology & building your vision 3. Slow is smooth & smooth is fast 4. Importance of constant feedback from customers, employees & builders 5. Taking action on the right bits of customer feedback Click here to learn more about Michele ShaneClick here to learn more about UJet.CXHuge thanks to Michele for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & contact center space into the future. For Apple & Spotify podcast listener friends, make sure you are following CXC & leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Be one of our Pioneer users of the recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building an AI-powered foundation for the future. Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!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!!

Joe Lynch is the Head of Customer Success at Dandy, where he leads teams that help dental practices thrive through digital transformation. Before Dandy, he built his expertise in healthcare strategy and operations at Bain & Company, advising Fortune 100 companies on Go-to-Market and Post Merger Integration.    A graduate of the Naval Academy and Columbia Business School, Joe also served 7 years as a U.S. Navy Explosive Ordnance Disposal officer, where he led special operations teams and defused bombs underwater and on land. Outside of work, he's a father to two girls, an avid squash player and runner, channeling the same energy and focus into parenting and sports as he does into his career. meetdandy.com   Join Dentaltown! dentaltown.com

After a short hiatus, Alex is back—and he's bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.Inspired by Will Guidara's book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that's sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch.You'll learn:Why emotional connection matters more than ever in CXHow to train your systems (and your team) to spot moments of magicReal-world examples you can replicateTools like Gong, Zapier, and Handwrytten in actionIf you're looking for a way to stand out in a sea of digital sameness, this episode's for you. Subscribe and stick around—we're just getting started.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