Podcasts about customer success leader

Are you saying 'yes' to opportunities that come your way?I had the pleasure of speaking with Angeline Gavino, the VP of Customer Success at Katalon and a passionate advocate for women in customer success. We talked about Angeline's journey from the Philippines to Vietnam, where she has built a career in customer success. Angeline shared the importance of owning one's growth and seizing opportunities and advice for those starting their careers.We also talked about Angeline's recent adventure into podcasting with her show, CS RevSpeak. She told us about what motivated her to start the podcast which aims to provide resources and support for customer success leaders.Angeline is a Customer Success Leader with over 17 years of experience in the B2B SaaS industry. She has successfully built and scaled customer success organisations across four startups from pre-seed to growth stages. She is the Founder & CEO of CSRevSpeak, where she coaches CS leaders who carry a revenue quota and helps them establish effective CS operating models for revenue growth and upskill their teams to do expansion sales. She is also currently the Vice President of Customer Success at Katalon.In this episode:The move from the Philippines to VietnamAngeline's customer success career pathAdvice: What experience teaches usThe importance of seizing opportunitiesLaunching the CS RevSpeak PodcastOvercoming doubts in podcastingBuilding a communityListen to the full episode to hear more about Angeline's journey and her tips for career success. You'll gain valuable insights into building a rewarding career in customer success by understanding the importance of mentorship, community involvement, and leveraging past experiences. Our discussion reflects on how various roles, from support to operations, all play a part in shaping a fulfilling journey in customer success. Follow Angeline!This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success Website - womenincs.co/podcast LinkedIn - linkedin.com/company/womenincs Instagram: https://www.instagram.com/womenincs.co/ Host Marija Skobe-Pilley Website - https://www.marijaskobepilley.com/ LinkedIn - https://www.linkedin.com/in/mspilley/ Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie NEW - Women in Customer Success Courses: Thriving as a First-Time People Leader - https://womenincs.co/thriving-as-a-first-time-people-leader The Revenue CSM - https://www.marijaskobepilley.com/the-revenue-csm

Milagros Bin (Retail Vertical Customer Success Leader Argentina y Regional de NielsenIQ) Business Plan

Are you getting stuck while doing a customer journey mapping? Join Jennifer and me as we explore the mistakes to avoid and get advice on creating an effective customer journey map. We also talk about where to start and how to get internal alignment for journey mapping.Jennifer Peters is a Customer Success Leader specialising in Seeds and Series A startups. With more than a decade of experience in the customer success field, Jennifer enjoys the start-up and scale-up environments where the groundwork and the foundation of customer success have the highest impact on growth.She specialises in building customer journeys that maximise impact on revenue and customer engagement, leading to high growth that originates from high retention combined with new business acquisitions.In today's episode, you'll learn about:✅ Mapping out Customer Journeys✅ How to Conduct Journey Mapping Workshops ✅ Mistakes to Avoid in Journey Mapping ✅ What's After Customer Journey Mapping?Watch now and don't miss out on this video because it's filled with valuable tips to help you with customer journey mapping, resulting in higher revenues and happier customers.Follow Jennifer!__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Barry and Phil are thrilled to be joined by Donald Chesnut, a CX, Product Design and Customer Success Leader and the former CXO of General Motors, Mastercard, and Sapient. In this episode, Donald regales us with a brief history lesson of how the field of UX evolved from the early days of AOL to the present day of Product and CX, and what we can expect for the future of the field. We discuss the ethical dilemmas posed by data-rich, AI-driven experiences, and the role Designers must play in preserving intent, perception, and understanding for the user. We also discuss Donald's upcoming book, and how the lessons learned from the past are informing our shared future. Whether you are a seasoned design and UX pro, a junior designer just starting out, or a business leader trying to understand where the market is going, this is the episode you should listen to. Cheers! --- Send in a voice message: https://podcasters.spotify.com/pod/show/whatbubblesup/message Support this podcast: https://podcasters.spotify.com/pod/show/whatbubblesup/support

To become a category leader in 2024, investing all of your go-to-market (GTM) resources into sales and marketing won't cut it. Getting to unicorn status requires a GTM motion where customer retention is at the forefront of the strategy, otherwise you'll never truly capture the market share needed to scale to a 9-figure evaluation.Today's guest has led Customer Success teams at heavy hitting startups like DropBox, Slack and Miro, before which he managed accounts for 2.5 years at Oracle. During his time at Dropbox, his market segment grew from $20 Million to over $100 Million ARR in 2 years - and he's sharing this story on Revenue Rebels.Josh Neal is a Customer Success Leader with two decades of direct brand and SaaS technology experience. He's led teams at some of the most recognizable rocket ships of this generation, and currently he's an advisor right here at Warmly.He's a huge proponent of Scaled Digital Customer Success, which is a method of leveraging technology to enhance the customer experience and deliver on business targets while increasing customer satisfaction. This exact methodology helped Dropbox scale their mid-market sector to new revenue records. Finding the magic method to improve your adoption and retention rates starts with testing and iteration. Josh attributes the success of Dropbox's customer success motion to a granular approach that kept breaking down user data and analyzing all possible usage methods and patterns. This required a ton of experimentation and meant that embracing failure became the norm.Tune into the full episode to learn how to scale like a unicorn!KEY INSIGHTS:01:12 Josh's background02:05 What is scaled digital customer success?02:52 When to implement scaled digital customer success?04:39 How DropBox scaled through customer success06:36 How to use data to improve your customer success motion09:03 The magic method behind improving adoption and retention11:40 Increasing adoption and retention through scaled digital customer success13:43 What made DropBox such a great product?  15:19 How DropBox successfully retained customers through experimentation18:48 Scaling a customer success motion via headcount and technology20:21 The winning principles of a customer success managerConnect with Josh - https://www.linkedin.com/in/jneal10/Connect with Alan - https://www.linkedin.com/in/alan-j-zhao/Want to convert your website visitors instantly? Try Warmly for free - https://warmly.ai/

In this episode, Laura Lakhwara (MBA '14 - https://www.linkedin.com/in/lauralakhwara/), Technology Adoption and Customer Success Leader with Soapbox, a warehouse and fulfillment tech platform, speaks with students to remind them to be sure to keep the hiring manager's perspective in mind when they're applying and interviewing. This can help decrease frustration, while keep them more strategic in their search. Topics covered include: A behind-the-scenes look into the hiring manager's perspective How to succeed despite the market challenges How to network effectively and get a referral Using online communities to connect with individuals with similar career goals The episode is moderated by Justyn Makarewycz, Deputy Director, Employer Relations at the GCMC (https://www.linkedin.com/in/justyndm/)

In this episode of the Customer Success Playbook, Kevin and Roman discuss the topic for January: Navigating the First 90 Days as a Customer Success Leader.  This month they talked with Marcus Vasell and discussed his Customer Success Maturity model in their interview. Reviewing how an organization moves from Crawl to Run across it's processess, People and technology. Kevin and Roman also discussed the article they published Navigating the First 90 Days as a Customer Success Leader: A Strategic Playbook for Startups and Mid-Size CompaniesThe article is broken down into:First 30 Days - Knowledge Collection: Dive deep into your company's products, services, and customer needs. Establish a foundation for informed decision-making.Days 31-60 - Strategy Development: Analyze the gathered data to form robust CS strategies, focusing on customer segmentation, journey mapping, and team organization.Days 61-90 - Execution and Future Planning: Implement strategies with a clear vision, ensuring scalability and adaptability for the CS team.✨ The guide emphasizes the importance of continuous improvement and adaptation in the ever-evolving business landscape. It's not just about strategies but also about building relationships and understanding customer needs.Learn more about it in this podcast and check out the article here. Please 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.

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It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.In our conversation, Ralphie and I discuss a wide array of topics including:The CS Excellence AwardsBuilding CS and Digital CS functions from the ground upCreating great cultureRalphie's unique tech stack Equity & inclusion in tech & CSEmpowering teams to take ownership...among other things.Enjoy! I know I sure did...Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/Radical CS: https://www.radicalcs.com/Resources Mentioned in this Episode:BooksOrbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhVCustomer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHzThe Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3Community:Success in Black: https://www.successinblack.co/PodcastThe CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcastDigital CS Kudos! (i.e. who's doing great things in Digital Customer Success)Nick Sanders: https://www.linkedin.com/in/nick-sanders1/ Director, Digital CX Strategy at Dental IntelligenceWinner of the Most Innovative Strategy Award at Customer SucceSupport the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

This week's guest, Rob Zambito, went from being a shy child, to University of Penn Psychology graduate, to now a successful Customer Success Leader & Consultant.  Rob has experience from Seed to Series B, growing Customer Success teams from 2 to 20 members, and so much more! In this week's episode, we discussed: Building A Common Language Across The Business A Hypothesis-Driven Approach The Importance of Mentors Onboarding Cross-Sell Checklist  Consciously Investing in Customer Success  Much More Please enjoy this week's episode with Rob Zambito  ____________________________________________________________________________ I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me!  Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-community I want your feedback! Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn

Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, Gain Grow Retain and CS Insider. A leader in Customer Success for over 13 years, Jan is a great person to help us answer the question "What does it take to be a great Customer Success Leader?". By blending the purpose of CS leadership with agile methodologies, business acumen and emotional intelligence, she brings a powerful and fresh perspective to the discussion of the role of a CS leader. We covered a multitude of topics: the power of storytelling, why you should have a pragmatic customer journey and the importance of creating a roadmap for your CS organisation. You will leave this session inspired to approach your every day as a CS leader differently. Music: Workday by Scott Dugdale

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We are constantly being asked if it is possible to build trust in teams that are not in the office together. The short answer is YES! But don't hear it from us, in this episode of Get Amplified, Sam and Vic are joined by Tony Roberts a Customer Success Leader at Okta who shares how investing in time to not only introduce his team to the Five Behaviours but how turning into team muscle has really paid off. The conversation starts by asking why teams are struggling to build trust and why trust is so important. Tony tells us about finding the magic when realising he'd created a team of mentors. As people take the time to get to know each other, they are building bonds - people are much more willing to step in and help each other without being asked.This is a great podcast to hear how by putting the foundations in place to build a healthy team, the results come more easily.Book RecommendationTony recommends the book, The Ideal Team Player: How to Recognize and Cultivate the Three Essential Virtues: A Leadership Fable by Patrick LencioniWe would love you to follow us on LinkedIn! https://www.linkedin.com/company/amplified-group/

Why do construction (tech) companies fail? On today's podcast, we have Stephen Poppe, ConTech Advisor and Customer Success Leader. Stephen is currently the Manager for Research & Development at HITT Contracting and Executive Partner at Blue Collar Capital In this episode, we discuss: Where people go wrong with construction tech & why companies fail Considerations when investing in construction tech companies Implementation and strategies for Main Contractors Stephen's terrible taste in football (soccer) team --------------------------------------- Stephen Poppe R&D | Contech Advisor | Customer Success Leader | Construction Professional | Lean Practitioner(ish) --------------------------------------- Today's Sponsor: Beta Construction and technology network platform - connecting the tech industry with traditional partners. Check www.the-beta.com --------------------------------------- Timestamps: (00:00:00-00:01:57) - Intro and Sponsor (00:01:57-00:04:13) - Why did Stephen choose Contech? (00:04:13-00:06:02) - What are people not getting right with technology? (00:06:02-00:07:55) - Should construction companies focus on the management process? (00:07:55-00:10:34) - Why does a company fail in Contech? (00:10:34-00:12:43) - What is the lean startup methodology? (00:12:43-00:14:08) - What is important when investing in a company as a capital allocator? (00:14:08-00:16:55) - What are the initial problems that a startup face? (00:16:55-00:18:23) - What is HITT? (00:18:23-00:21:28) - Labor shortage (00:21:28-00:22:42) - Is there something else that we should focus on except technology? (00:22:42-00:24:23) - Future of tech (00:24:23-00:27:38) - How can we get the basics right? (00:27:38-00:31:17) - Trends in construction tech (00:31:17-00:33:49) - VC doesn't like 100-million-dollar ideas? (00:33:49-00:35:48) - Book recommendations (00:35:48-00:36:37) - Hobbies (00:36:37-00:36:51) - More about Stephen (00:36:51-00:37:09) - Outro

In this episode, I'm talking to Laura Kightlinger, a VP of International Customer Success at Seismic. She leads the team responsible for partnering with customers across Europe and Asia to ensure their long-term value realisation on the platform. Prior to Seismic, Laura built the Customer Success team at Qubit from inception to 15 team members globally and supported significant growth at DocuSign and Google. She also shares her passion for Customer Success with others in the industry as a coach at Sales Impact Academy and Scalewise. Fun facts about Laura: lived and worked in a number of places across America and Europe Her dream location is in Southern Europe, near the seaside At the age of 16, she couldn't imagine her current career in tech, but definitely the aspect of problem-solving and her love of change! Career Journey: After studying accounting and finance, Laura started her career as a financial analyst role. She ended up working at Google and realised that sitting behind spreadsheets wasn't for her! She liked the entrepreneurial culture and the chance to grow something. After completing her MBA, she moved to London to work at Qubit, as a professional services consultant and eventually grew a global team in customer success. From here, Laura went on to join Seismic as a Customer Success Leader and has built teams in Europe and the APAC regions. Current Role: Laura always wanted to move abroad. She loves being in different places and learning about new traditions, foods and cultures, and having to learn to work with people that think differently and communicate differently. For Laura, living abroad was a really positive and enriching challenge, that helped her in building relationships and gaining local knowledge of how each market works to best support her clients. Laura's Customer Success Approach: With her background, Laura is able to bring credibility to her conversations with C-suite leaders from a finance and operations aspect. Customer Success is a huge part of revenue generation for businesses and Laura bridges that gap between overall business metrics and their own impact on the business. Laura notes the importance of not just focusing on the numbers but looking into where teams can focus on adoption and value. The aim is to try to show a data-driven picture to her leaders about what it is they do and how that ultimately contributes to the overall kind of financial and business goals that they have. Laura talks about how the value piece for her customers is always evolving. They focus a lot on tying the work they're doing with customers to their broader business goals, using storytelling around the value they drive. “I see so much the role of the CSM is to keep that conversation ongoing and make sure we have the finger on the pulse with the customer.” Her knowledge of dealing with different cultures in different ways - not a one size fits all approach – has helped her in the same way when she interacts with other leaders as a woman in a predominantly male environment. Main takeaway: When you want to deliver a message, either for C-suite or someone else, know your audience! There's a huge difference in the way you deliver the same message to different people based on your relationship with them. Follow Laura: https://www.linkedin.com/in/laurakightlinger/ _____________________________ Follow the WiCS Podcast: Website - http://womenincspodcast.com/ LinkedIn - https://www.linkedin.com/company/54116922/admin/ Marija Skobe-Pilley, the Founder and Host - https://www.linkedin.com/in/mspilley/ Instagram: @womenincspodcast

On this episode, Jake and Gino are with Wayne McCulloch, who is one of the world's leading customer service experts and a Top 100 Customer Success Strategist. Wayne shares his top tips for delivering amazing customer service, including the importance of always putting yourself in the customer's shoes. He talks about the right strategies that brands can adopt to create the customer success. He shares the insights from his book ‘The Seven Pillars of Customer Success' and explains step by step framework for creating the value-system for the customers. Wayne McCulloch works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Watch this video to learn how to take your customer service skills to the next level! Key insights: 00:35 Introduction 02:55 Making customers successful 07:00 Guidelines to serve customers 11:54 Operationalizing: Doing the right thing for the customer at large scale 14:00 Onboarding process for customers 17:19 Values make people keep coming back 19:40 Adopting phase: Maximising the utility value 23:38 Retention: Value realization in present and future 28:06 80% of customers are motivated by privilege 34:02 Creating advocates for your brand 39:36 Best way to operationalize customer service component 41:44 Book recommendations 44:10 Wrap-up For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com Check out the author's best-selling book ‘The Seven Pillars of Customer Success' on Amazon: https://rb.gy/q068a8 Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors) https://jakeandgino.com/apply About Jake & Gino Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They own over 1900 units totaling over $250M in assets under management. Their students have closed on more than 55,000 units totaling over $5B (billion) in assets. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate. Connect with Jake & Gino on the social media platform you are most active on: Jake & Gino Facebook: https://www.facebook.com/jakeandgino/ Jake & Gino Linkedin: https://www.linkedin.com/company/jake... Jake & Gino Instagram: https://www.instagram.com/jakeandgino/ #realestate #multifamilyrealestate #multifamilyinvesting #investing #apartmentinvesting #multifamily #realestateinvesting #commercialrealestate #loopnet #costart #biggerpockets #realestateinvest #multifamilyapartment #apartmentbuildings #multifamilydeals #multifamilyanalysis #analyzemultifamily #Multifamilyunderwriting #multifamilycommunity #multifamilyinvestors

In this week's episode of Beyond Consulting, we welcome Anna Fridley, former Booz Allen Hamilton consultant, and current Senior Director of Customer Success at Flashpoint.   Anna joins us to discuss her journey from management consulting to a high-growth tech start up.   Each week, we speak with leaders in venture capital, private equity, investment banking, and consulting to explore the various career options after leaving management consulting firms like McKinsey, Bain, BCG.   Flashpoint: https://flashpoint.io/   ECA: https://www.eca-partners.com/   Beyond Consulting: https://www.eca-partners.com/podcast/  

Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution. You can find more about Emilia D'Anzica here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Emilia D'Anzica (Founder, Growth Molecules) talks with Jeff Breunsbach about how CS leaders should spend their early days in the role. From helping senior leadership understand the role CS plays in the customer retention journey, to identifying gaps in the process, especially in the onboarding process, leading to impact through improvement in processes and execution. You can find more about Emilia D'Anzica here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that's great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael ProvanBuilding great relationship with customers is a great way to level up customer success. Conducting meetings can become a pathway to build this relationship and deliver value to enrich the experience of customers. Josh sits down with Rachel Provan, VP of CS at Provan Success, to chat about:Bypassing the burnout & fatigue to lead a balanced an healthy life“why” and “why NOT” to have meetingsStructuring agendas for internal team meetingsImportance of documenting progress and accomplishmentsCS is complex, having patience is a virtueGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedAbout Rachel ProvanRachel is a Top 50 Customer Success Leader, LinkedIn influencer, and Coach. She has 10+ years of experience building and scaling Customer Success departments for B2B SaaS organizations and works closely with C-level executives and across departments to drive data-driven process improvements that raise customer satisfaction, product adoption, NRR, and NPS. She is recognized for improving client experience and self-sufficiency, streamlining operations, and consistently delivering results.Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned

Happy Tuesday, Let's Talk Sales listeners! With the rise in COVID cases, we unfortunately had to take a brief hiatus due to scheduling difficulties. But we are delighted to be back with another fantastic guest! This week's show features Helen Fanucci. Helen is a Customer Success Leader at Microsoft, where she's spent more than 14 […] The post Leadership for Customer Success with Helen Fanucci appeared first on Criteria For Success.

Himanshu Kapoor, Customer Success Leader at Google plays a vital role in shaping their Customer Success organization through mentoring, hiring, building service offerings and driving digital transformation. He has a wealth of knowledge in this field having worked in sales, customer experience and professional services at companies such as Cisco, IBM and InfoSys. In this episode, he calls out Customer Success trends he sees coming up in 2022 and its future in the high-velocity services delivery era. A must-listen for all looking to get into the CS space! Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Software AG, one of the biggest software businesses in Europe, recently faced a huge transformation that shook up its 10,000 enterprise customers in over 70 countries and almost 5,000 employees. To talk about the massive Helix Project we talked to Andrew Cutler, Strategy, Transformation, and Customer Success Leader at Software AG. Andrew shares his experience transitioning from a perpetual licensed business model to a subscription one, and how customer success played a strategic role in this change. As Andrew points out, customer success in a proper subscription model is completely vital. Listen now and learn how AG made this huge transformation and what CS strategies helped them bring everyone on board. Jump straight into: (00:56) - Andrew's background and his role in Project Helix's big transformation - “I spend a lot of time rolling out customer success and running that here at Software AG.” (05:37) - Going from a perpetual licensed business model to a subscription one - “You cannot expect too much of a variance between what your goals are as a company commercially, and what your customers are getting from the software.” (09:14) - How to make a case for customer success - “You need to be able to show what is the incremental impact to some kind of financial metric.” (11:39) - Andrew's learnings from Project Helix - “We're on all fronts pretty far ahead of where we thought we would be right now, we did a lot of comparisons looking at other companies that have made this shift before.”  (13:59) - The importance of customer success in this big transformation - “Our ability to help our customers with the adoption data that they want to see in our business lines has reached full coverage of our cloud customers.” (17:31) - How product-led customer success can optimize your processes - “The realization over the last year is that through product-led customer success and a partnership between the teams, we actually don't need heavy-duty CSM engagement on free trials.” Resources Connect with Andrew through https://www.linkedin.com/in/acutler/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).

Vivian Phillips Husband, Senior Vice President - Contact Center and Customer Success Leader for Wells Fargo joins Tom & Bob on the show to discuss the upcoming launch of her podcast on the CX of M Radio Network, the thought that went into the planning for her show, and what listeners can expect when they tune in for her captivating broadcasts.  

Ali Gaumnitz is Customer Success Manager at ENGAGE, an advanced fintech company for industrial workflows. Ali has served in several leadership roles within technology companies like Operations Manager, Customer Advocate Manager, and Recruiter. Prior to her career in tech, Ali had a successful career in retail management -- working for some of the largest store brands in the world. In the workplace, Ali is known for her patience, empathy, and ability to quickly solve problems. In many ways, I owe Ali my career in tech. She was a part of the hiring group that gave me my first shot at Zen Planner. She trusted me to move from Indiana to Colorado to start a job without having any full-time tech or customer success experience. Then, while at lunch on my first week, she told me the marketing team was hiring a writer and encouraged me to apply. I've heard many stories like mine about Ali, including from Gabe Anderson on the Waymarker podcast! Waymarker, meet one of the best models for servant leadership I know, Ali Gaumnitz. --- Support this podcast: https://podcasters.spotify.com/pod/show/waymarker/support

It's official, the doors to The Heart Lab are open for one last time in 2021. I could sit here and chatter at you about what it's all about, but honestly, these two women say it better than I can. Because they've felt the transformations that happen when a community of aligned women come together. Gathering in Circles is something that our feminine ancestors knew how to do, but in our modern world, these opportunities to gather and truly open up and reveal ourselves is rare. When we gather in a container rooted in the power of our femininity, it is not to create a hierarchy or competition, it is simply to witness, to hold and to nurture one another so we can each uncover our own sovereign strength. Jackie Chuang and Lauren Sessa are graduates of the 2020 Circle of The Heart Lab and they are here to share what they learned from the program, but most importantly, they are here to share what they learned from sharing their own stories and witnessing each other in our weekly group coaching ceremonies. What You'll Learn in this Episode: Why highly driven, independent women need community to heal traumaThe burnout cycle of over-giving and validation How the culture of accountability in a community leads to safetyHow the frequency of love comes alive in safe community that allows you to witness your own humanity and stop minimizing your own experience Why we need different medicines for different emotionsListen to this Episode if: You are curious about about the healing dynamics of being in co-regulation with communityResources:"The Gifts of Imperfection” by Brene Brown Ph.D LMSW “Burnout: The Secret to Unlocking the Stress Cycle” by Amelia Nagoski Ph.D and Emily Nagoski DMAYour Speakers:Kat Lee  is an Intimacy + Relationship Coach, host of The Empowered Curiosity Podcast and Creator of The Heart Lab. She guides pattern-breakers to alchemize their emotions and embody their healing journey to cultivate intimacy as a spiritual practice. Kat Lee's Website // InstagramJackie Chuang  lives in Campbell, CA with her dog Kora and is a constant work in progress believing growth is an ongoing journey. She's an avid foodie and adventure seeker.Jackie's InstagramLauren Sessa  has spent the last 20 years in the corporate world as a Customer Success Leader.  In 2018, feeling wildly unfulfilled despite her career success, she experienced a shift that would impact the trajectory of her life. While she moves through her own journey of healing and rediscovery, she is intent to dedicate her creative efforts to helping others experience this illuminating shift for themselves.Lauren's InstagramThis podcast is made possible with sound production by Andre Lagace.Original music by Mayan Kites

One of the world's leading customer success experts and a Top 100 Customer Success Strategist, Wayne McCulloch works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker. For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com - https://bit.ly/3jDeAxw Follow Wayne McCulloch on Linkedin: https://bit.ly/3n0TRGa Connect with the Voices of CX Follow Worthix on LinkedIn: https://bit.ly/3tdGx26 Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: https://bit.ly/3tcsrxS Follow Mary Drumond on Twitter: @drumondmary The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table. Got something to say about CX or want to be featured on the show? Let us know! Email the Producer (steve.berry@worthix.com).

Wayne McCulloch is one of the world's leading customer success experts and a Top 100 Customer Success Strategist, Wayne works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than 25 years of experience in customer-focused roles.   Wayne began his software career at PeopleSoft and Vignette before becoming an SVP at Salesforce, the Chief Customer Officer at Kony, Inc., and the VP of the Customer Success Group at Looker.   Questions   Could you tell us a little bit about your journey, we always like to hear from our guests, in their own words, a little bit about how they got to where they are today. Could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic. So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding? How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level. How do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well? What's the one online tool, website or app that you absolutely can't live without in your business? Could you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read very long ago, but it still has had a great impact on you. Or it could even be something that you've read recently that you found to be really insightful or impactful? Could you share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people? Where can listeners find you online? Do you have a quote or a saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get your refocused or get you back on track? Do you have one of those?   Highlights   Wayne's Journey   Wayne shared that it's interesting when he looks back, because there's no possible way he could have created a plan to get to where he is today, which made him totally rethink how he thought when he was in the early 20s trying to think about what's his career going to be? What is he going to do? Where is he going to be?   And it really, really is a journey that hasn't been planned in any way shape or form from a long term perspective, but just made up of a collection of opportunities that have presented itself. But he got into the world of software for a strange reason, it's because he was working in a sort of more traditional space and one of his friends got a job in software, and they said, it's amazing, they have Pop Tarts in the fridge and you can cook up and it's casual clothes, and it's like flexible work from home.   And this is back in the 90s when that was just so foreign to him working in a more traditional business environment. And so he joined a software company for reasons nothing to do with software, and yet it to become part of his life for the last 25 years.   And for him, he started off in the world of education, enablement, adoption of software in the B2B space and really love that for 15 years of his career and then realize that this whole customer experience, customer success movement, especially in the world of software with cloud and the way we can easily download apps and use any product very quickly, which is very unlike software in the 80s and 90s, he realized that that was a space he was very interested in is how to enable people to get success with these investments, with these software applications, and so moved into the world of customer success and that's where he's been ever since.   Pillars That Business Owners or Managers Need to Focus On Emerging Out of a Pandemic      Me: So Wayne, you have this new book that was released recently. It's called “The Seven Pillars of Customer Success” so could you share with us what those pillars are and maybe if you were to pick maybe one or two of those pillars that a business owner or a manager in charge of customer experience or customer success in their business would need to focus on what would be maybe one or two of those things that you'd recommend they focus on, especially in the climate that businesses are currently operating in, just trying to emerge out of a pandemic.   Wayne stated that it's a very unique time right now. As an author like Yanique, he has much more respect for people that write books than he did before he embarked on this journey 3 years ago. He was very motivated. It's similar to when you join a gym, you get really excited, you start working out and getting up early, and then you start missing a couple and then eventually you just stop going and writing a book for him was like that, he was so excited.   And then he's like, “Wow, this is really hard. And it's not what I thought it would be.” But ultimately, they got the book done and launched as The Seven Pillars and it really was a collection of a lot of experiences.   But for him, The Seven Pillars wasn't anything ground-breaking, it was more how do we create or construct a framework by which we can base our business on how we service our customers, because there's lots of great books on why customer service and the customer experience is so critical for a customer's success.   And there's lots of great books on how to execute that as far as like sort of activities, things you need to be thinking about. But for him, he was missing a framework to pull it all together. He knows it's important. He knows there's really cool things about creating customer delight and all these other sort of tactical engagement type things but what he was missing for him to make customers successful was what's a framework that he can build that conflicts with his business as it grows or shrinks but can also accommodate a consistent sort of value proposition, a consistent theme, a consistent what he calls narrative when he's speaking to his customers.   And so, the book for him was about constructing these seven pillars which really focused in on three main areas. The first one is your company. The second one is your customer. And the third one is sort of the people delivering that experience. And it's funny, he's talked to people and like, “Why do you start with your company? If this is about customer experience and the customer success and servicing that customer, why do you start with your company?” and he said he has a saying it's, “Customer success equals employee success, and employee success equals customer success.” And it really starts with the employee or employees, and it starts with your organization, you need to build a foundation as a company or as a business that can sustain and deliver a great experience for your customers.   So it actually starts with your own organization. And so, he developed sort of 10 tools, very specific to the B2B world in software, but certainly applicable as a framework in other contexts, which is, how are you going to run your business at scale, having a consistent voice, having a consistent value proposition into the market and that's what the first pillar is all about.   The next 5 pillars are all about the customer's journey with you as a company. And for him, it starts off with on-boarding.   On-boarding a new customer, a new consumer into your business, and how to go do that right. And he actually has a story in the book, it's about a hurdler in the 2016 Olympics and he was representing Haiti. And he was in the semi-finals so he's super pumped because such a small sort of population of people can have someone at the Olympics at the highest level, potentially getting into the gold medal race and he was watching with great enthusiasm. And unfortunately, he tripped over the first hurdle fell down and didn't qualify. And he feels like that's kind of like customer service, it's kind of like running a business, if you trip over the first hurdle, it's really difficult to recover, really difficult to come back. And it doesn't mean you can't finish and it doesn't mean you can't have some success but it's really difficult to win. And so, for him, on-boarding was the first pillar.   And then there was the second pillar of the customer journey, which really focused in on the adoption of your product or service, like how do we get true adoption and by adoption they don't mean just using it, but they mean getting full value from it. How do we do that?   The third sort of pillar on the customer journey was really focused in on how do we cement that value proposition in that person's mind? So they've on-boarded well, they're using or leveraging the product in some way and now they're getting maximum value that it can provide because that leads you to the fourth stage, what he calls the fifth pillar, which is around the value expansion. How do we now give that consumer, that customer more value?   How do we create an experience for them even better than what we have done, whether it's through more of the same product or additional products and services?   And then finally, a really important one, which he hopes they talked about later is when Yanique mentioned what the most critical one would be around advocacy. How do we create advocates of our brand, of our products, of our services into the market because that is, in this day and age, one of the easiest, fastest and most scalable ways, certainly the most affordable in order to attract new business.   The final pillar, the seventh pillar is all about the people delivering on that promise, that value proposition, that great experience, and how do we invest in those people.   And he co-created a model with a friend of his, Shane Anastasi who also has written a book on the consulting side, and it's called The KSE Model, which is knowledge, skills and experience and if we think of our people at the frontline delivering service, we think of what knowledge do we give them? What skills can we have them acquire and then how do we give them the experience and the feedback in order for them to improve and be better? And so, that kind of rounds out the whole book, he jokes that no one needs to buy the book now, they almost have it all in a podcast.   Does On-Boarding Includes the Recruitment Process?    Me: So you started off by talking about on-boarding. Does on-boarding include the recruitment process? Or based on how you wrote the book, is the recruitment step before or do you have it all summed up as one with on-boarding?   Wayne stated that it's a great question. And it's funny, because to answer the question, it's after they've acquired the customer. But in the book, he actually has a secret eighth pillar. And it's funny because when he was writing the book and he was at 345 pages long, which is pretty big for a business book, and the publisher is like just get the book published, how much more can you put in there? And he's like, another 345 pages, there's so much content.   And he said, he actually thinks there's an eighth pillar, potentially, he's not sold on it yet, but he does believe it exists. And the publisher is like, you can't make it eight pillars of the books called The Seven Pillars and all the graphics and all that, all this work had been done around The Seven Pillars. But in actual fact, he talked about the fact that the eighth pillar is pre boarding, he calls it pre boarding, it's like getting on a plane, it's called pre boarding which is, how do we set up the customer for success before they're a customer.   And even in this day and age defining what a customer is, is different because you might have a service that you give a free trial, well, they're not paying for the service, so they really not a customer of your business from a financial standpoint, but they're consuming the service, so they are a customer. But it's a trial, so this notion of pre boarding customers, getting them ready to engage with you is something that he definitely added into the book at the end.   Recruiting the Right People for the Right Organization   Me: So one of the things I think is so critical sometimes when we're dealing with customer experience, you definitely need to get the right customers, but you also need to get the right people internally. So, there's an internal customer service.   How do you ensure that in the recruiting process, getting the right people for the organization, it matches back with what you're trying to achieve on an organizational level, at the end because one of the things you spoke about was you want your internal and external customers to become your advocates, your evangelists, your word of mouth advertisers, but how do you know that the people you're hiring can actually love the company they work for so much that they literally walk and speak good things about the company all the time, even when things may not be going so well?   Wayne stated that this is a challenge facing every industry that has service professionals. And he calls them service professionals deliberately, he feels like when people talk about service industry, it's not referred to in a way that he thinks really highlights the importance that the role that service people play, it is so incredibly important to service professionals. The one thing that have been his experience where he's had successes when he hires people, he doesn't hire for skills, he doesn't care if you're finished high school, he doesn't care if you have a Master's, it doesn't matter to him, in service that's relevant, it does not matter.   What matters is empathy, to him, that is all that matters. If he can find people that can demonstrate the capability of being empathetic, can show examples of how they're empathetic, then you have a winning service person.   And it doesn't matter if you're in a very technical field, if you're in the retail field or whatever, the person has to have that empathy. You can't really teach empathy, it's something that you have, you can amplify it and you can certainly improve through learning and experience.   But ultimately finding people with empathy because they don't just have empathy for the customer, which is so critical to delivering a great experience, but have empathy for your business.   They get it's difficult, they get there are tough times, they get the challenges are going to come that make it necessary to make tough decisions as a company, as a business.   And so empathetic people can work through that in a way that allows them to be comfortable and allows them to also be more appreciative of the environment they're in. And then other things like communication, sharing, listening, collaborate, all those things that we would want to make sure that we provide as an environment from our people are all important, he's not saying they're not but to him, the critical skill is empathy.   He worked in a software company called Looker, one of the best companies he's ever worked for, for culture. And there's probably one other company in his whole life called PeopleSoft in the 90s, they had just amazing culture.   And the founder of Looker has this phrase that he uses when he started the company. He said, “Great software is an act of empathy.”   In other words, if you're using software and you can't use it, it's frustrating, you get stuck at breaks, you are ruining that person's day potentially impacting their career. It goes beyond creating a great, in this case - application, it's about people being able to do their jobs and be successful. And so, great software is an act of empathy.   But they sort of built on that and said, “Great service is an act of empathy.” That's really what it's about, it's about putting yourself in the other person's shoes. And it's great when things are good, I want to buy something, I've got great experiences and that's great. And we should celebrate and service people with empathy that they lead with can enjoy that and can celebrate and make that a really unique, fun, positive experience for both the consumer and for the service person. But it's also when things are bad is when empathy shines through and that comes through in a genuine way.   We've all been there, he doesn't want to say that the cable company because they always get used. But let's just say we call someone and we get frustrated, we get moved around. “Sorry, that's not the right department, I can't help you.” And we get that in big companies. And that just means they haven't worked out how to intake the questions appropriately or you get a chatbot that just keeps asking you 50 questions.   And you just get frustrated, you're not getting someone who's empathetic, who's saying, “Look, I get it, your time is more valuable than ours. Time is all you have, you can't buy more of it. So every minute you spend trying to solve a problem with us that we've created in your life, a hassle, an issue or problem or difficulty, that's on us not on you. And yet you pay the price as the consumer.”   And so, people who are empathetic can empathize with that. And for him, that creates a different dynamic between people in your company. And then inside your own company. As he said, empathetic people get that sometimes things get tough and they're going to rally, they're going to support because they genuinely know that you as a business owner, or as a company, you believe in that customer centricity, it's not just a moniker, it's not just a mission statement, it's not just something painted on the wall, it's demonstrated by a group of empathetic people trying to make the best experiences possible for their customers.   Me: It's funny that that whole characteristic that you have to have as an individual, empathy, it really as you said, it's something that it just cannot be taught, it has to be something that you have from within. And just on your experience, Wayne, do you feel that as you grow older, especially like as a parent, because I believe empathy is one of those social skills that you should have, just general things like being polite, being courteous, empathy is something that should be a part of your socialization. But what I have found is that because it requires that you tap into your emotional intelligence, at what age do you think persons start to really exercise empathy, maybe in their teenage years to just get a better understanding of connecting with other people, maybe you have a friend who is going through something and you empathize with her, that way when you actually get into the work environment, well, I don't think you'd have mastered this skill, but you definitely would have had some exposure to it. What are your thoughts on that?   Wayne stated that he can be really frank here and say his answer is now different than what it was 5 years ago. Because 5 years ago, he had kids. And so, he was raised by his grandparents and so he was brought up in a more traditional environment when it comes to manners, when it comes to morals, we're talking people born in 1920.   So, the environment he grew up as a child was very polite and actually, in many regards, was very empathetic and so it enabled him to understand the impact that we have on other people when we meet them. And so, now that he's had children, he's like, well, he wasn't born in 1920 and he certainly doesn't have all the morals and manners his grandparents had. Hopefully, he has a lot, hopefully, his grandma would say he still has some. But really, when it comes down to it, he thinks about how does he instill values? And how does he practice empathy with his children when they're in an environment that was very different to his, where he was able to hone that for him.   And it's simple things at Christmas time, is, you know, sponsoring a family that might have financial difficulties in buying presents for their children and so going shopping with your 5 year old kid and saying, “Hey, what would you like for Christmas?” And they're like, “Oh, I'd love this Barbie Set.” And he's like, you know there's people out there that actually don't have this opportunity to pick out a toy. They're not lucky like we are, they're unlucky.   Does that make you sad that they can't have the fun things you have? And while he gets the comprehension is limited, it's starting to have a conversation and a dialogue, not everyone is on the same playing field, not everyone has the same opportunities, and we can make a difference because we can. And so let's pick up a toy, what sort of toy do you think a girl of your age would enjoy. And she might say, it's a Tonka truck or it might be a tennis racket or something. And so we'll go buy it and wrap it and go give that to a family.   And so, over time we look for opportunities to broaden the thinking of our children, our life, our world, what we have is not the only thing that exists because in the world of customer service, you're dealing with people that have lots of different backgrounds and lots of different challenges.   And having an appreciation that we're just one more problem they're having to deal with if they're frustrated or one more opportunity to create delight for someone who might not have that. Everyone has that in their life to varying degrees, some worse than others. So in his mind, he thinks you can start exploring and understanding things like empathy as early as 5 years old, because that's where he's starting. He's not sure if it has an impact, he'll tell you in 15 years' time. But he does think it's something we can explore with our children so that as they grow, they can have a broader understanding of how other situations people find themselves in, which in customer service, we touch everybody, from all walks of life, good and challenging.   Me: And it does cement also that there is research out there that says you do form your personality by age five. So it's good that you've started that conversation, because it means then as your kids get older, and you may not be the centre of influence in terms of information that you give them, because now they're exposed to the school system, they have teachers, they have friends, by the time they turn teenagers, what their friend said to them is of greater value than what their parents said to them. And so it's good those core things are built in from early.   App, Website or Tool that Wayne Absolutely Can't Live Without in His Business   When asked about an online resource that he cannot live without in his business, Wayne shared that for him, it's not really directly for his business, but he lives in LinkedIn. He's noticed social media person, he's not on Facebook, he doesn't have an Instagram account. He's not a Twitter person, that's not for him. They're very private as a family and they'd like to keep it that way. But for him, from a professional and business sense, he finds that networking through tools like LinkedIn enables him to connect with people who have similar situations or been on similar journeys and that's super critical. Because one thing he learned writing a book and talking to 50 Plus of his peers in the industry is none of us are as smart as all of us. Doesn't know who said that but he heard that one time when he was younger, and he really gets that. We've all faced different challenges and overcome them and have experiences and have had impacts and we can all learn from that. And then one thing that he's learned on LinkedIn is by connecting with people and either mentoring or getting mentored by or just simply saying, “Hey, I really love your career, I love what you've done, I'd love to grab 30 minutes of your time just to talk about what you've learned, what I've learned.”   More often than not people like absolutely, like, this is great. I can learn from you; you can learn from me. And learning strategies and concepts and ideas and techniques from other people, for him is a powerful way to help the business. So, he would say something like that because it's such a unique way to find people with common backgrounds and explore experiences together which is cool.   Books That Have Had the Greatest Impact on Wayne   When asked about books that have had the biggest impact, Wayne stated that he read his book recently and he thought it was really good. He agrees with everything in the book. But there's a lot of great books out there. And in his book he actually referred to a book from the 80s that talked about moments of truth. And there was a more recent book from Chip Heath and Dan Heath, it was about the power of moments. And one thing for him in understanding a customer journey, which is really all the touch points a customer will have with your brand, whether it's digital, physical, online, with you present or not like a website, the power of those moments are incredible. So there's a book called The Power of Moments: Why Certain Experiences Have Extraordinary Impact, which he thinks helps to highlight that when you're trying to create a great experience for a customer, you really have to understand what are the moments that really require that effort, because you could put a lot of effort into a moment that is not as impactful from an advocacy, a loyalty, a delight kind of experience. And so, understanding that he thinks is really cool. So, he felt like that book was pretty cool.   The other one he really liked, which was a recent book is called Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer. So, for him, that was really difficult concept because in your business, especially if you own your business, you love that like you love your children and that makes you a little irrational sometimes. And so, when people complain or get upset, you immediately become defensive and because you know that that's either not true or this is not fair, or because you're kind of bias. But learning to hug your haters is great. He remembers watching and it was an Apple plus TV show called Ted Lasso, which is an incredibly different show, but wonderful at the same time. And there's a scene where one of the players sort of talks to the coach and basically tells the coach that he doesn't like him and really upset. And the coach, when the player walks away, the coach says to the assistant coach, “Well, he thinks he hates me now wait until he loves me.” And that phrase for him and then later in the show, that player ends up loving him and actually says, “You make it so hard to love you.” Because he's sort of frustrated at something. And then he's like, “Did you hear that, he loves me like.” And that to him is exactly how we view our customers, is when they're upset, like, here's my chance to make them love me. And so, that books great too. There's plenty of others. He can't consume all the books he wants to read just for time purposes but they're the two that have had impacts on him recently.   What Wayne is Really Excited About Now!   Wayne shared that he just released a book, which is very scary, because you're putting out there, this is what I believe, this is what I think, this is what I'm suggesting or advising people to do and that's really scary. And as you write the book, you're often asking yourself saying, “Well, do I believe what I'm saying here? Am I saying it because I read it in a book? Am I saying it because I experienced it? Am I saying it because I truly believe it.” And so, when you finally put it all down, you send it out in the world. And so, what he's doing now is he's talking to people who read the book and saying, “What's missing? What did I leave out? What did I get wrong?” And for him, that's amazing growth opportunity, like, “Oh, did I get that wrong? Actually, you're right. I didn't think of it from that point of view. I don't know everything. I know a lot. And I want to share that but I don't know everything.” And so, that's what he's working on right now is really uncovering the gaps in the book, the gaps in his knowledge, the gaps in his skills, maybe who knows, one day he'll do a new edition of the book and add some chapters in or make some modifications. But really, that's primarily what he's focused on.   And he's just started writing a second book with two other authors. So he's going to do this with two other people, hopefully, it will make it easier. There'll be more information coming out about that end of the year. But it's really about the fourth industrial revolution and how we're going to displace a lot of workers through AI, ML, robots, that's accelerating. And so, how can we re-skill hundreds of millions of humans on new opportunities in a very coordinated way, which he doesn't think we're doing as a society right now. So it's a little heavier than the book he just wrote, but equally important.   Where Can We Find Wayne Online   LinkedIn - @waynemcculloch Website – http://www.cspillars.com/   Quote or Saying that During Times of Adversity Wayne Uses   When asked about a quote or saying that he tends to revert to, Wayne stated that he does but will give a quick background. He went on something called an Outward Bound Standard course which is basically 28 days in the bush in Australia. And literally you've got a piece of plastic, you pull your shoelaces out of your shoes every night, put a bit of grass in the corner of the plastic and you tie your shoelace around and tie that to a log and that creates this kind of tent they call it a BV whack around Australia and you really live outside for a month with no phone and no electricity, nothing. You're not allowed anything of that. And while he was there, you got one mail drop that sort of day 20. And one of his friends wrote, just literally he opened the letter and it was one piece of paper with this one phrase on it, nothing else, didn't have his name, didn't have “I hope all is well, here's what's happening.” All it had was this phrase, which was “Tough times never last, tough people do.”   And for him, that helps him get through when he's feeling down, when he's feeling like things are going to be difficult. He's like, it won't last, we'll get through it. And as long as we get through it, we get stronger and we continue. So that's something he always think about and refer to in his professional career as well as his personal life.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links   The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath Hug Your Hater: How to Embrace Complaints and Keep Your Customers by Jay Baer    The ABC's of a Fantastic Customer Experience   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Wayne McCulloch is one of the world’s leading customer success experts and a Top 100 Customer Success Strategist. Wayne McCulloch works with Google Cloud’s entire SaaS portfolio as the Customer Success Leader. He’s a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles.His new book is out; “The seven pillars of customer success: A proven framework to drive impactful client outcomes for your company.” We talked about implementing customer success in a variety of business models, what customer success is really responsible for, and how someone can use his book to implement customer success in way that fits their business. For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com. Get on the email list at helpingsells.substack.com

In today's episode, I'm talking to an absolute Rockstar - Rupal Nishar. She's a Customer Success Leader at Conga, a Real Estate Entrepreneur, Churn Crusher and a Mentor. Rupal is dedicated to developing CS strategies and leading global teams, especially in start-up environment. Her most recent projects are related to her passion in AI and ML research and implications of data intelligence for Customer Success. We talk about: - the trend of Artificial Intelligence in Customer Success - what data should organisations track - how can AI leverage Human to Human (H2H) approach in business You will also hear Rupal's personal and career story, her Giveaway initiative, and tips on developing your career and leadership. Connect with Rupal: https://www.linkedin.com/in/rupalnishar/ Rupal's book recommendation: How Remarkable Women Lead by J.Barsh and S. Cranston Join Women in Customer Success Slack Community: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g

I am talking to Diana de Jesus, Customer Success Leader and one of the 100 CS Strategists in 2020. Diana is also a creator of Keep the Customer - a blog dedicated to retaining customers. A leader, an influencer and - at least for me - the CS Queen of LinkedIn. She's built her online presence and thought leadership during the last year, and today she is sharing her tips and strategies of creating content and building an online audience. - Where to start from? - What type of content to post? - How Often? How to engage with the audience? - And.....how to do it all alongside your day job and personal life? Diana is encouraging us to give it a go! She says: 'Whatever you have to share is super important. Everybody has their own story. Everybody has different things that they're passionate about, different perspective on things, and there's space for everyone to say something.' So, let's get into this little masterclass of building your LinkedIn presence. Connect with Diana on LinkedIn - https://www.linkedin.com/in/dianadejesus/ Check out: - The Customer Success Project - https://www.thecustomersuccessproject.com/ - Keep the Customer - https://www.keepthecustomer.com/ - Open Book of Customer Success - https://www.keepthecustomer.com/

Linda is brilliant. She's helped companies grow from $50-750M+ in pre and post IPO stages. She's led Corporate and Mid Market Account Management at Zendesk and was the first Customer Success hire at slack and had led Customer Success Strategic Programs and has helped scale Customer Success to over 250+ employees.Her superpower is being able to help companies build world-class Customer Success Programs, methodologies, and teams. You will enjoy this episode about coaching, success, and tips on how to thrive no matter what role you are in. You can connect with her below and be sure to mention that you listened to this podcast episode.https://www.linkedin.com/in/lindachu1/

Neste Podcast conversei com Edmilson Maleski, Customer Success Leader da VTEX, empresa brasileira de plataforma de e-commerce presente em mais de 20 países. Conversamos sobre o impacto da pandemia no comércio eletrônico e, segundo Maleski, o crescimento foi...