Podcasts about customer success management

Send us a textSummaryKeith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract signing, highlighting how organizations must adapt their approach to serve and understand their existing customer base effectively.Detailed AnalysisThe Evolution of Customer ProfilesThe discussion reveals a fundamental transformation in how businesses should approach customer relationships in the modern era. Hanks introduces the concept of "love your customers, tolerate your prospects," emphasizing the distinct difference between pre-sale targeting and post-sale reality. This perspective challenges traditional customer profiling methods by acknowledging the gap between theoretical ideal customers and actual client relationships.Impact of Modern Work DynamicsA crucial insight emerges regarding the changing nature of customer relationships in the post-COVID landscape:Decreased tenure of client contacts due to remote work flexibilityReduced impact of non-compete clausesAccelerated need for re-onboarding and re-engagement strategiesGrowing importance of adaptable customer success strategiesCross-Functional ImplicationsThe analysis highlights the necessity for enhanced cross-functional collaboration:Integration between sales, marketing, and product teamsNeed for ongoing comparison between target profiles and actual customer behaviorImportance of adaptive learning and engagement strategiesFocus on developing next-generation power usersStrategic RecommendationsRegular assessment of actual customer profiles against ideal customer profilesDevelopment of micro-learning opportunities for evolving customer needsImplementation of power user identification and development programsCreation of adaptive engagement strategies for varying customer tenuresIntegration of AI tools for streamlined customer understandingBusiness Impact ConsiderationsShorter CRO tenures (averaging 17 months) affecting strategic continuityNeed for robust customer success metrics aligned with actual usage patternsImportance of identifying and nurturing power usersFocus on sustainable customer relationships over initial targetingNow you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode, Alexander and Markus dive deep into the world of Customer Success Management (CSM) and its potential as a growth engine for businesses, particularly in the SaaS sector. The discussion explores the common pitfalls organizations face when implementing CSM, emphasizing the need for a customer-centric approach. Markus, a veteran in customer success, shares his journey into the field and highlights the importance of understanding customer goals and delivering real value.--Questions?Alex:alexander@sellabl.coAlex´s LinkedInMarkus:Markus's LinkedIn-- Timestamps:00:00 - 04:30 Introduction 04:30 - 08:00 Markus introduces himself and shares his unexpected journey into Customer Success Management, emphasizing the importance of delivering on promises to customers.08:00 - 12:00 Discussion on common mistakes organizations make in CSM, particularly the tendency to prioritize internal metrics over genuine customer value, leading to potential churn.12:00 - 16:00 Exploration of how changing economic conditions are shifting customer expectations, necessitating a stronger focus on delivering real value in CSM.16:00 - 20:00 Markus emphasizes the need for understanding customer goals and problems, advocating for a tailored approach to meet varying customer needs.20:00 - 24:00 Insights into the role of technology and AI in CSM, stressing that while they can enhance processes, they cannot replace the foundational human element required for effective customer engagement.24:00 - 28:00 Discussion on the proactive versus reactive nature of CSM, with Markus explaining how a proactive approach can drive customer success and retention.28:00 - 32:00 The importance of demonstrating the value of CSM to organizational leadership is highlighted, with a focus on aligning CSM efforts with revenue impact.32:00 - 36:00 Markus differentiates between the roles of Customer Success Managers and Account Managers, emphasizing the proactive, strategic nature of CSM.36:00 - 40:00 Strategies for effectively showcasing customer value during Quarterly Business Reviews (QBRs) are discussed, along with methods for communicating progress to stakeholders.40:00 - 42:54 Closing thoughts from Markus on the ideal traits of a successful Customer Success Manager and the importance of competitive compensation based on the value they create for the company.42:54 - 44:00 Final remarks from Alexander, encouraging listeners to connect with Markus for further insights and thanking them for tuning in.

Send us a textThis episode explores the challenges and strategies of scaling customer success operations, featuring Vitor Meira, Senior Customer Success Manager at Zendesk. The discussion covers managing large customer portfolios, leveraging AI for enhanced customer support, and maintaining personalized relationships while handling hundreds of clients. Key insights include Zendesk's hybrid approach to customer support, data-driven decision making, and the transformative potential of AI in customer success.Detailed AnalysisPortfolio Management at ScaleZendesk's CSMs manage approximately 200 clients eachHybrid support model combining personalized attention with scalable group sessionsImplementation of data-driven customer health scores for proactive managementStrategic approach to ghost account reactivation through targeted campaignsTechnology and InnovationExtensive use of data analytics for customer insightsCustomer health scoring system for preventive careAI integration for enhanced efficiency and personalizationPotential for AI-powered pre-meeting briefings and 24/7 supportCross-Departmental CollaborationEmphasis on team-based approach to customer successIntegration between sales, marketing, and technical teamsCSMs acting as bridges between customers and sales for upsellingValue-driven relationship building versus traditional sales approachesFuture Trends and AI ImplementationAI's role in transforming onboarding and technical supportNatural language processing for customer interaction analysisContinuous learning systems for AI-powered agentsBalance between automation and human connectionTraining and DevelopmentAI-powered training materials creationEfficient employee development without dedicated training teamsScalable learning solutions for customer success teamsPlease 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.

#updateai #customersuccess #saas #business This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal alignment, strategic planning, and a holistic approach to customer success—all aimed at fostering sustainable growth and alignment with long-term business objectives. So, sit back, relax, and join us as we unearth valuable insights and actionable strategies to elevate your customer success efforts. Timestamps 0:00 - Preview & Intros 3:42 - Defining success for a customer 6:20 - Applying past playbooks in new organizations 12:02 - Adopting a 360-review approach for a holistic view of problems 15:00 - Necessity to ensure there is "Product-Market fit" 17:45 - Customer Success is HARD 21:45 - Understanding Customer Success Problems and Root Causes 27:14 - Adjusting Prices and Market Realities 31:18 - Aligning sales pitches with actual product capabilities 32:23 - Forecast customer outcomes and strategically manage accounts 35:52 - Frustration about end-of-quarter exceptions and paperwork 39:45 - First move after joining a new organization ___________________________

How can businesses leverage AI to create data-driven solutions and scale efficiently in today's competitive FinTech environment? In this episode, Frazer and Conor discuss: > How AI is transforming business innovation by enabling companies to reimagine workflows, fuel growth opportunities, and expand market reach beyond mere cost-saving > Why a strong data strategy is crucial for leveraging AI to drive precise and confident decision-making > How generative AI is democratizing advanced technology by lowering skill barriers and making it accessible for businesses of all sizes - - -  Conor Twomey is an accomplished executive with over 15 years of experience in addressing complex data challenges for leading global corporations. He is currently an AI Co-Founder at Stealth Startup. Conor is the former Head of AI Strategy at KX, a pioneer in real-time data analytics and decision intelligence. Under his leadership, KX successfully transitioned from a time-series database company to the Enterprise AI platform of choice for large-scale AI implementations. Before this role, Conor managed a 400-person organization encompassing Presales, Professional Services, Support, Managed Services, and Customer Success Management.  Renowned for his insights on data and AI, Conor is a sought-after speaker and contributor on frontier technology topics, including Data, Analytics, Machine Learning, AI, and Generative AI.

In this episode, John Kaplan and John McMahon are joined by Sasha Anderson, Global Head of Customer Success at Canva and customer success management (CSM) expert to explore the evolving role of CSMs in sales organizations. The discussion covers whether CSMs should be more commercially focused or technical, based on product complexity and pricing models. Sasha emphasizes the importance of driving customer value and usage, especially in consumption-based models where revenue is tied to product usage. The conversation also delves into the challenges of specialization, the need for alignment between sales and CS teams, and the importance of performance metrics and operating rhythms. Practical advice is provided on building a high-performance culture within CSM organizations. This episode is a must-listen for leaders aiming to optimize their customer success strategies.Tune in and learn more on this episode of The Revenue Builders Podcast.ADDITIONAL RESOURCESConnect and learn more about Sasha Anderson: https://www.linkedin.com/in/sasha-b-anderson/HERE ARE SOME KEY SECTIONS TO CHECK OUT[00:00:43] The Evolution of the CSM Role[00:01:32] Commercial vs. Technical Focus for CSMs[00:02:22] Impact of Consumption-Based Models[00:04:30] Challenges and Strategies in CSM[00:08:47] The Shift from Customer Support to Business Partner[00:11:13] Aligning CS with Revenue Goals[00:16:55] Building Strong Relationships Between CS and Sales[00:19:42] The Importance of Customer Engagement Models[00:28:58] Aligning Sales and Customer Success[00:31:18] The Importance of Specialization[00:31:55] Pros and Cons of Specialization[00:34:52] When to Consider Specialization[00:38:11] Performance Management in Customer Success[00:46:51] Building a High-Performance Culture[00:48:55] Operating Cadence in Customer SuccessEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0HIGHLIGHT QUOTES[00:28:47] "Tight handoffs are so important...if you don't understand that there's a competitor sitting right there that understands it and they're willing to take advantage of that opportunity."[00:49:21] "The whole point of the operating cadence is a couple different things: everyone should know what's expected on them on what cadence too."[00:52:12] "If you want one of these roles in CS, in today's environment, you better know how to communicate up."[00:53:28] "As a CS leader, you're responsible for owning the narrative with your C suite, with your customers, with your board about what's happening in the business. And if you don't own the narrative, somebody else is going to own it for you."

Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.Chapters:00:00 - Intro04:19 - Early career at AOL and Microsoft07:33 - Learning from Microsoft's transformation10:02 - Defining digital customer success11:38 - Enhancing self-service through data13:55 - The importance of smooth handoff to humans15:06 - Building unified digital experiences at Salesforce18:45 - Success score transparency and customer insights22:58 - AI-driven customer interactions and adoption28:34 - Launching Einstein service agent36:00 - Conversational future of customer service40:03 - Voice-powered AI interactions44:49 - B2C leading in digital customer experiencesEnjoy! I know I sure did…Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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

André Pharand, strategic advisor to Open Pricer, and Nicolas Nemorin, Head of Customer Success Management at Open Pricer, explain how to increase the profitability of parcels by using better costing to improve pricing. Postal and parcel operators not having good visibility of their costs Winning the parcel pricing wars The connection between costing and pricing The need to validate profitability in parcels Why costs and profitability is everybody's business Getting better granularity on costs Case studies of a post and express carrier showing what can be achieved with improved cost models De-averaging perception of costs Identifying unprofitable lanes and zones Making better decisions with existing customer base - including finding customers with hidden costs Reshaping base prices and discount policies What is holding carriers back from improving their cost models? Competing strategic priorities in the parcel and parcel industry How difficult is it to improve a cost model? Automating cost models Leveraging capacity utilisation data  

EXPERTENGESPRÄCH | Henning Heesen und Joel widmen sich wieder dem Thema Sales. In 2 verschiedene Branchen sind die beiden bereits eingetaucht. Nun folgt der 3. Bereich: SaaS.  Denn auch als Software-Unternehmen solltest du deine Kunden mit Strategie akquirieren, halten und zufrieden stellen. Dabei gibt es 4 verschiedene Faktoren, die dich als Unternehmen auszeichnen. Welche das sind, erklären dir Henning und Joel in 60 spannenden Minuten. Du erfährst... …wie du als SaaS-Unternehmen neue Leads generierst …4 essenzielle Faktoren, die deinen Service von der Konkurrenz abheben …wie du deine Kunden zum Closing bringst …warum Sympathie ein Erfolgsgarant in der Leadgenerierung ist …Praxisbeispiele der Big Player …wie du mit deinem Kunden kommunizierst und ihn langfristig an dich bindest …warum Customer Success Management besonders für SaaS-Unternehmen wichtig ist …weshalb Outbound-Marketing für SaaS-Unternehmen weniger zielführend ist  Diese Episode dreht sich schwerpunktmäßig um Sales: Ka-Ching! Hier kommt dein Pflichtprogramm, wenn du verstehen möchtest, wie (B2B-)Sales funktioniert. Gemeinsam mit diversen Gästen hebt Joel deine Fähigkeiten im Vertrieb anhand vieler Beispiele und konkreter Tipps auf ein neues Level. __________________________ ||||| PERSONEN |||||

The playbook of raising money that people used to rely on has changed a lot over the last few years. Now that the market is more competitive and the pace of innovation is so much faster, what worked a decade ago won't produce the same results today.   Some of the best practices we were taught aren't as entrepreneur-friendly as we think. A lot of founders are taught to build something massive, aim for a high valuation and raise as much money as possible, but that just might endanger the success of our exit. A lot of founders are taking an entirely different approach - choosing to stay cash flow positive, raise less capital and intentionally work within a shoestring budget.   Can a high valuation end up working against you? How do we create a great founder fit and use familiarity to get better results? Do you need to be in Silicon Valley to set your business up for success?   In this episode, I'm joined by the founder of Dataplant, Samuel Cummings. He reveals how the rules of raising money have changed, and what we should be doing right now if we want to have success.   Topics Covered; -The truth about getting that first investment  -Pitching and winning a startup competition  -Creating your value proposition and telling your story  -The future of AI    Guest Bio   Samuel Cummings is an author, data scientist and customer success professional with a passion for driving outcomes. He is the founder of Dataplant, an automated customer management platform providing post-sales teams with the insights needed to proactively engage with each of their customers like never before. As former Head of Data Science at Gainsight, he led a global team responsible for implementing predictive analytics use-cases for Customer Success Management. Samuel uses his vast experience leveraging data to help customers make better decisions and build successful hiring programs. He is passionate about entrepreneurship, technology, data science and enterprise software. For more information, head to https://www.thedataplant.com/, watch episodes of The Scope here or connect with Samuel on LinkedIn.    Host Bio Jayla Siciliano, Shark Tank entrepreneur turned real estate investor, excels in building brands, teams, and products. CEO of a bi-coastal luxury short-term rental company, she also hosts the Seed Money Podcast where she's on a mission to help early-stage entrepreneurs turn their ideas into reality!    Connect: Website: seedmoneypodcast.com Instagram: @jaylasiciliano Subscribe and watch on YouTube @seedmoneypodcast  

This episode contains the second part of our conversation with Joelle Cuvelier from global travel technology company Amadeus. Plus, Andrew takes a look at whether a plane can fly with only one engine. Can a plane fly with only one engine? Most commercial aircraft today have two engines, but what happens if there is an engine failure? Find out in this episode. We continue our interview with Joelle Cuvelier, Senior Vice President of Customer Success Management at global travel technology company Amadeus. In this episode, she discusses the exciting technological developments in the air travel world. The airport experience can be stressful and unpleasant. But there is a movement towards frictionless travel to help remove pain points in our travels. From biometrics to artificial intelligence to wayfinding technology, Joelle shares what is being done to improve our air travel journeys.Joelle Cuvelier is the Senior Vice President of Customer Success Management at Amadeus, a global travel technology company that provides solutions for airlines, hotels, travel agencies, and other travel businesses. Joelle started her career as a check-in agent and issued the first paper ticket produced by Amadeus. After working in various roles throughout the industry, she rejoined Amadeus in 2013 and has been with the company ever since. Learn more about Amadeus: Website | Facebook | X (Twitter) | LinkedIn | YouTube | InstagramIf you're enjoying Flying Smarter, please take a minute to leave a five-star review for the podcast if you're listening on a platform that allows you to do so like Apple Podcasts or Spotify. It helps the grow the podcast and convince guests to come on the show and we would greatly appreciate it!Connect with Flying Smarter: Facebook: Flying Smarter Podcast Instagram: @flyingsmarter Twitter: @flying_smarterLinkedIn: Flying SmarterWebsite: www.flyingsmarter.com

Andrew starts this episode by talking about some exciting innovations in the onboard experience. The main segment for this episode features Joelle Cuvelier from travel technology company Amadeus. Last week was the 2024 edition of the annual Aircraft Interiors Expo, and there were some exciting announcements at the event. From a high-tech business class suite to an all-business class turboprop, Andrew shares some highlights.  Did you know that there's one state that has been without scheduled air service for roughly 20 out of the last 35 years? Learn more in this episode. Joelle Cuvelier is the Senior Vice President of Customer Success Management at global travel technology company Amadeus. She joins Andrew to discuss the business of travel selling, talking about what goes on behind the scenes when you search for flight options and buy a ticket, how travel selling will evolve in the coming years, and much more. Joelle Cuvelier is the Senior Vice President of Customer Success Management at Amadeus, a global travel technology company that provides solutions for airlines, hotels, travel agencies, and other travel businesses. Joelle started her career as a check-in agent and issued the first paper ticket produced by Amadeus. After working in various roles throughout the industry, she rejoined Amadeus in 2013 and has been with the company ever since. Learn more about Amadeus: Website | Facebook | X (Twitter) | LinkedIn | YouTube | InstagramEnjoying the podcast? Follow us on social media for additional content, updates, sneak peeks, and more!Connect with Flying Smarter: Facebook: Flying Smarter Podcast Instagram: @flyingsmarter Twitter: @flying_smarterLinkedIn: Flying SmarterWebsite: www.flyingsmarter.com

In dieser Podcastfolge spricht Ali Al-Khakani über sein Engagement für marginalisierte Gruppen & seinen Kampf gegen Diskriminierung. Ali erklärt die Mission von We Speak You Donate, einer NGO, die Unternehmen & NGOs zusammenbringt, um Aufklärungsarbeit zu leisten & Spenden zu generieren. Das Gespräch konzentriert sich auf die Stimmen der Ungehörten, insbesondere intersektionelle Stimmen, & betont die Notwendigkeit, für beide Seiten zu kämpfen. Wir sprechen weiter über Sichtbarkeit, Werte & Netzwerke. Themen wie Vorurteile, Vielfalt, Inklusion & Gleichberechtigung finden Platz, wobei Ali seine persönlichen Erfahrungen als Muslim in Deutschland teilt & die Bedeutung von Aufklärungsarbeit & Dialog zur Vorurteilsbekämpfung hervorhebt. Er sagt „Es ist wichtig, sich mit eigenen Diskriminierungserfahrungen auseinanderzusetzen & diese als Antrieb für positive Veränderungen zu nutzen.“ Ali ist in Augstburg aufgewachsen & hat an der Akademie Mode & Design seinen Bachlor of Arts gemacht. Anschließend hat er in den Bereichen Sales und Customer Success Management bei unterschiedlichen Unternehmen gearbeitet. Im Dezember 2021 hat er WSYD mitgegründet & ist Teil des Vorstandes, was eine voll ehrenamtliche Aufgabe ist. Die Podcastfolge ist in Zusammenarbeit mit isla entstanden. WSYD ist Teil der "#sprichmitisla"-Aktion. Die Initiative #sprichmitisla unterstützt gemeinnützige Organisationen und Einzelpersonen, die sich für Menschen und Umwelt engagieren. Bewirb Dich jetzt! Links https://wespeakyoudonate.org/ https://www.linkedin.com/company/wespeakyoudonate/ www.isla.de/sprichmitisla Empfehlung Buch: „The Mountain Is You: Wie du Selbstsabotage erkennen und überwinden kannst“ von Brianna Wiest ZWEIvorZWÖLF Infos/Kontakt Website: https://www.zweivorzwoelf.info/ Instagram: https://www.instagram.com/zweivorzwoelf/ Produktion & Musik: David Wehle david@ZWEIvorZWOELF.de, https://www.instagram.com/david_wehle/ Redaktion & Interviews: Andrea Gerhard https://www.instagram.com/andreagerhard_tall_area/?hl=de ZWEIvorZWÖLF ist offen für Sponsoren & Partner. Wir wissen, dass Nachhaltigkeits-Unternehmen oft nur ein kleines Marketing-Budget haben. Kontaktiert uns einfach & wir finden eine Lösung. ZWEIvorZWÖLF Infos/KontaktZur WebsiteZu Instagram Produktion & Musik: David Wehle david@ZWEIvorZWOELF.de, https://www.instagram.com/david_wehle/Redaktion & Interviews: Andrea Gerhard @andreagerhardZWEIvorZWÖLF ist offen für Sponsoren & Partner. Wir wissen, dass Nachhaltigkeits-Unternehmen oft nur ein kleines Marketing-Budget haben. Kontaktiert uns einfach und wir finden eine Lösung

In this curated episode of the Revenue Builders Podcast, John McMahon and John Kaplan are joined by Dan Barrett, Executive Vice President of Customers at MongoDB. Dan shares his journey of evolving MongoDB's customer success strategy from a reactive to a proactive approach. He discusses the importance of hiring the right profiles, implementing disciplined processes, and understanding the nuanced root causes of customer churn. This conversation is a must-listen for anyone involved in customer success or looking to enhance their customer-centric strategies.KEY TAKEAWAYS[00:00:36] Transition from Reactive to Proactive Customer Success[00:01:01] Implementing a Disciplined Process to Identify and Address Risks[00:02:30] Balancing Skill and Will in Hiring and Developing Customer Success Teams[00:04:47] Key Attributes for Successful Customer Success Managers (CSMs)[00:06:21] Common Pitfalls in Customer Success Leadership[00:08:24] The Complexity of Understanding and Addressing Customer Churn[00:09:46] The Importance of Truly Listening to the Voice of the CustomerHIGHLIGHT QUOTES[00:01:54] "The earlier you engage with the customer, the better chance you have of fixing their problems and getting them happy."[00:02:54] "Part of it was a skill thing, but part of it was also a will thing. Do people actually want to be doing that kind of job?"[00:05:34] "The biggest strength of a great CSM is that they just want to go above and beyond for their customers."[00:07:31] "Customer success is not a silver bullet to a product that doesn't work or doesn't have product-market fit."[00:08:43] "Most churn situations are much more complicated and nuanced than a single subcategory."[00:10:33] "There is no substitute for actually talking to customers and understanding what really went wrong."Listen to the full episode with Dan Barrett through this link: https://revenue-builders.simplecast.com/episodes/an-outcome-mentality-the-right-way-to-approach-customer-successCheck out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/

"It's how you sell that becomes your differentiator in a crowded market," explained Ross Rich. Alice was excited to talk with Ross, whom she's known since the early days of his entrepreneurial journey. Ross, the CEO of Accord, started his company to solve a critical problem in sales: lack of transparency between teams and customers. His insights are not just about Accord's journey from idea to successful product, but about the transformative lessons learned from evolving from a sales rep to a CEO.Key Takeaways for CEOs:1. The Genesis of Accord: A Lesson in Identifying Market GapsRoss's journey began at Stripe, where he recognized a recurring challenge across sales teams—aligning the "why," "how," and "who" of deals was cumbersome and opaque. This realization spurred him to develop Accord, demonstrating the power of addressing specific market needs with precise solutions. “The whole idea behind Accord is taking those best practices that pretty much every top seller uses...and building that into software to make it really easy for both the seller and the customer to understand those three key aspects,” Ross shared.2. Embracing the Entrepreneurial Leap: Overcoming Fear with PreparationRoss's transition from employee to founder wasn't spontaneous. It was calculated and gradual, emphasizing that making 'the leap' should feel like a natural next step, not a risky jump into the unknown. He advised, “It shouldn't feel like a crazy leap at the time...By the time that you're ready to do it, it should be, hey, I have an overwhelming amount of work to do on this project.”3. The Importance of Early Customer Success ManagementOne of the critical early mistakes Ross acknowledged was underestimating the importance of customer success management. Before scaling the product or marketing efforts, ensuring that the initial customers are successful and well-supported is vital. This focus helps in refining the product based on real user feedback and solidifies the foundation for scaling.What to Do Next? Actionable Steps for CEOs:Ross's experiences underline the necessity of not just starting a business but nurturing it through thoughtful steps and strategies. For CEOs aiming to replicate such success, here are actionable steps to consider:Evaluate Market Needs: Just as Ross identified a gap in sales transparency, CEOs should look for unmet needs in their markets that align with their expertise and business vision.Gradual Transition into Entrepreneurship: Transitioning to a full-time entrepreneurial role should be a process rather than a sudden shift. This approach reduces risk and ensures a solid foundation for the business.Prioritize Customer Success: Invest in customer success early on. This focus will not only improve your product through genuine feedback but also increase customer retention and satisfaction.To grasp the complete range of insights Ross offers about enhancing your business operations through these foundational strategies, watch the full episode on our youtube channel.Chapters00:00 Introduction - Alice opens the episode touching on the need for CEOs to update sales strategies and the joy of reconnecting with early-stage entrepreneurs she had met.02:07 Welcome Ross Rick - Ross Rich, founder of Accord, joins the conversation, reminiscing about the initial connection with the show host, Alice.02:41 Discussing Accord - Ross introduces Accord, sharing insights from his early days as a seller at Stripe and the concept behind his company.03:21 Technical Interruption - A sudden audio cut forces a pause in the conversation, prompting troubleshooting efforts.05:43 Resuming Conversation - With technical issues resolved, they restart the discussion, focusing on Accord's role in sales transparency and customer understanding.06:27 Why Accord Was Founded - Ross delves into his journey starting Accord, driven by the essentials of successful deals: the 'why', 'how', and 'who'.08:03 The Genesis of Accord - Insights into the conception of Accord, Ross's realization of an opportunity, and how he transitioned from idea to action.10:04 Discussing Customer Experience - Exploration of why providing a superior customer experience is pivotal in today's competitive sales environment.10:53 First Steps to Entrepreneurship - Ross shares the initial hesitancies and the pivotal moment leading to the full-time commitment to Accord.12:15 The Importance of Customer Success - The conversation shifts to the critical role of customer success and the early challenges faced in onboarding users.14:27 Gaining Your First Customers - How networking and leveraging personal connections allowed Accord to acquire their initial customer base.16:47 Intentional Customer Targeting - Ross emphasizes the shift from an inbound marketing approach to a focused strategy on identifying and securing ideal customers.18:21 The Right Messaging - Continuing the marketing discussion, they explore the importance of crafting messages that resonate with the target audience.19:40 Building the Sales Team - Delving into sales team construction, Ross shares his advice on the timing and type of sales hires needed for a growing startup.21:44 Current Team Landscape - A look at Accord's current marketing, sales, and customer success teams, and the lessons learned in building an effective go-to-market strategy.About GuestRoss Rich is the CEO and Co-Founder of Accord. Accord ensures rigorous deal execution by enforcing your standards for how you sell, onboard, and expand with customers. Before founding Accord Ross spent 4+ years at Stripe where he helped scale the sales team from 3 to 300+ as the top performing rep. In a past life, he worked at Columbia Records with artists such as Calvin Harris, Snoop Dogg, and Pharrell.Social Links Ross Rich - LinkedIn https://www.linkedin.com/in/rossrich/Accord - LinkedIn https://www.linkedin.com/company/inaccord/Accord - Website https://inaccord.com/Check out Alice's website: https://aliceheiman.com/Connect with Alice on LinkedIn: https://www.linkedin.com/in/aliceheiman/

In the ever-evolving landscape of business-to-business (B2B) industries, maintaining customer relationships and ensuring customers derive maximum value from products or solutions is paramount. Customer Success Management (CSM) goes beyond traditional sales and marketing strategies. To shed light on the nuances of CSM and its significance, we had the privilege of interviewing Bryan Hochstein, an associate professor of marketing at the University of Alabama.  CSM represents a paradigm shift in how businesses engage with their customers in B2B industries. By prioritizing customer success and aligning organizational strategies accordingly, companies can foster long-term relationships, drive customer satisfaction, and achieve sustainable growth.

Navigating your Customer Success Career with Kristi FaltorussoIn this episode of the Customer Success Pro podcast, Anika Zubair interviews Kristi Faltorusso, a four times Top 25 Customer Success Influencer award winner and CCO at Client Success. Kristi shares her remarkable journey from a marketing professional to becoming a leading figure in the SaaS and customer success (CS) space. She highlights the importance of passion, hard work, and taking calculated risks in her career trajectory, culminating in her current role where she significantly impacts her organization and the CS community. The discussion also explores the evolving landscape of customer success, the importance of continuous learning, and the potential of AI in transforming CS strategies. Kristi offers invaluable advice to aspiring CS professionals, emphasizing the need for a data-driven approach, proactive customer engagement, and the courage to pivot when necessary. The conversation is a blend of personal anecdotes, professional insights, and practical tips, making it a must-listen for anyone interested in building a successful career in customer success.Timestamps:00:00 Welcome to the Customer Success Pro Podcast!01:04 Spotlight on Kristi Faltorusso: A Customer Success Trailblazer06:11 Kristi's Journey: From Marketing to Chief Customer Officer11:17 The Reality of Achieving Work-Life Balance in Leadership13:08 Kristis's Future Ambitions Beyond the CCO Role20:35 Securing a Customer Success Seat at the Executive Table27:13 Navigating a Non-Conventional Path to the C-Suite31:00 The Importance of Leadership and Passion in Your Career35:04 Insights into the Role of a Chief Customer Officer43:19 Addressing Gender and Career Progression in Tech45:36 Quickfire RoundConnect with Anika:LinkedInYouTubeTikTokSignup for my newsletter: https://thecustomersuccesspro.com/subscribe/Website: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Kristi:LinkedinKristi Faltorusso is a distinguished Customer Success Executive, recognized for her exceptional expertise in building, scaling and transforming Customer Success organizations within high-growth B2B SaaS companies. With a career spanning over 12 years, Kristi has been instrumental in guiding numerous companies through the strategic redefinition of Customer Success, resulting in heightened retention rates, sustained revenue growth, and amplified customer advocacy.Having held pivotal roles in renowned organizations such as BrightEdge, Sisense, BetterCloud, and IntelliShift, Kristi has consistently demonstrated her leadership prowess in steering Customer Success and Experience teams. Presently, as the Chief Customer Officer at ClientSuccess, a leading provider of Customer Success Management solutions, Kristi spearheads Customer Success, Technical Support, and Consulting initiatives. In her current capacity, she continues to drive transformative outcomes, aligning her passion for customer-centric strategies with a commitment to delivering unparalleled value.Music by AudioCoffee: https://www.audiocoffee.net/

EP24 - In this episode, I sit down with Jack who is the Senior Manager of Customer Success for one of the worlds leading e-commerce companies. We dive deep into the world of customer success and leadership.

https://www.linkedin.com/in/danielabojahr-salesexpert/https://www.linkedin.com/in/christophkarger/https://www.linkedin.com/company/gotonetworkSummary (KI)In dieser Folge spricht Chris mit Daniela Bojahr, CRO von e-Commerce DB, über das Thema Customer Success. Daniela erklärt, dass Customer Success häufig mehr Umsatz als Sales verantwortet und dass es wichtig ist, den Kunden langfristig zu betreuen und zu begeistern. Sie betont, dass Customer Success ein eigenes Profit-Center sein kann und dass es wichtig ist, gute Salesleute im Customer Success Team zu haben. Daniela spricht auch über die Bedeutung von Prozessen, KPIs und Feedback-Schleifen zwischen den Teams. In diesem Gespräch mit Daniela Bojahr geht es um die Analyse der Kundenbasis, die Identifikation von Churn-Risiken und die Betrachtung von KPIs nach Salesregionen und Verticals. Es wird auch die Bedeutung des Bestandskundenmanagements und des Onboardings für den Kunden diskutiert. Weitere Themen sind die Automatisierung von Prozessen, die Schaffung eines personalisierten Kundenerlebnisses und die Veränderung der Rolle des Customer Success Teams. Es wird auch die Bedeutung von Empfehlungen und Kundenbeziehungen sowie die Entscheidung für Outbound Sales und die Aktivierung von Kunden behandelt. Schließlich wird das Buchprojekt zum Thema Head of Sales Rolle erwähnt.TakeawaysCustomer Success verantwortet mehr Umsatz als Sales verantworten und ist ein eigenes Profit-Center.Es ist wichtig, den Kunden langfristig zu betreuen und zu begeistern.Gute Salesleute sind auch im Customer Success Team wichtig.Prozesse, KPIs und Feedback-Schleifen zwischen den Teams sind entscheidend für den Erfolg von Customer Success. Die Analyse der Kundenbasis und die Identifikation von Churn-Risiken sind entscheidend für ein erfolgreiches Customer Success Management.Die Betrachtung von KPIs nach Salesregionen und Verticals ermöglicht eine gezielte Fokussierung auf profitable Kunden.Das Bestandskundenmanagement ist genauso wichtig wie die Neukundenakquise und erfordert eine gleichwertige Behandlung.Die Automatisierung von Prozessen und die Schaffung eines personalisierten Kundenerlebnisses sind entscheidend für den langfristigen Erfolg im Customer Success.Empfehlungen und Kundenbeziehungen spielen eine wichtige Rolle bei der Kundenakquise und sollten aktiv gefördert werden.Chapters00:00Vorstellung von Daniela Bojahr und ihrem Unternehmen03:12Die unbequemste Wahrheit im Vertrieb04:50Customer Success als Wachstumstreiber06:09Ist Customer Success das neue Sales?09:42Der Fokus auf den Kunden und das Key Account Management14:17Prozesse und KPIs für Customer Success21:59Analyse der Kundenbasis und Identifikation von Churn-Risiken22:58Betrachtung von KPIs nach Salesregionen und Verticals23:26Fokussierung auf profitable Kunden und Net Retention Rate23:52Bedeutung des Bestandskundenmanagements24:20Herausforderungen bei der Neuausrichtung des Teams25:14Zusammenarbeit von Marketing und Sales zur Kundenansprache25:44Bewertung der Sales Methodik und Qualifizierung von Deals26:12Bedeutung des Onboardings für den Kunden27:12Gleichwertige Behandlung von Bestands- und Neukunden27:40Automatisierung von Prozessen und Schaffung eines personalisierten Kundenerlebnisses29:07Bedeutung des Kunden-Startpunkts und der Value-Realisierung30:03Betreuung von Kunden, die über die Webseite buchen31:23Veränderung der Rolle des Customer Success Teams32:42Wertschätzung und Karrierewege im Customer Success33:24Bedeutung von Empfehlungen und Kundenbeziehungen34:07Bewertung der SDA-Rolle und Entscheidung für Outbound Sales36:00Aktivierung von Kunden und Upselling im Customer Success38:12Erfolgsfaktoren für Empfehlungen und Kundenakquise42:09Schrittweise Umsetzung der Customer Success Rolle45:22Buchprojekt zum Thema Head of Sales Rolle

In this episode, we're joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive and effective customer success team by harnessing the power of AI and fostering a culture of continuous learning and empathy.Key Takeaways:(02:32) Erika defines her pivotal role and responsibilities within customer success management at LinkedIn.(05:55) Using AI to keep customers engaged and drive long-term loyalty.(11:25) The importance of personalized messaging and AI in user communication.(17:12) The necessity of open communication for team support and mental health.(18:42) Strategies for fostering a learning culture within customer success teams.(19:38) Erika's techniques for encouraging a healthy work-life balance.(21:02) Boosting morale by recognizing and appreciating team efforts.(23:36) Proactively using data and AI to address customer needs and preferences.(24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai.Resources Mentioned:LinkedIn LearningSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience

Mithilfe von Customer Success Management hilfst Du Deinen Kunden proaktiv, mit Deinem Produkt erfolgreicher zu werden. Dafür teilst Du Deine Kundschaft in einzelnen Segmente auf und weist sie Deinen Customer Success Managern zu. Diese kommunizieren an die einzelnen Kundengruppen je nach Kundengruppe individuelle, skalierbare oder automatisierte Optimierungsempfehlungen. Den Erfolg Deines Customer Success Managements kannst Du mit Lagging Indikatoren oder Leading Indikatoren messen.

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task. But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks? In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs). Our first guest is none other than Nikola Mijic. He is the CEO of Matik, a groundbreaking tool that has redefined the way CS assets are crafted. In our conversation, we dive deep into how they are simplifying this time-consuming process into a one-click wonder, saving CSMs valuable time and resources. And that's not all! Our second guest is Brian Savage. He is a Senior Automation Analyst with a knack for building bespoke solutions. He shares how his team is harnessing Workato, an Integration Platform as a Service (iPaaS), to create tailor-made EBR automation solutions from the ground up. You'll learn about the strategic approach, technical know-how, and the endless possibilities for customizing your EBR process. Whether you're a CS Leader looking to streamline your EBR workflow or a tech enthusiast eager to understand the automation magic, this episode promises valuable insights and inspiration. Don't miss out on discovering the future of EBR presentations – it's all just a click away!

Wie entwickele ich eine Customer Success-Strategie, die sowohl das Wachstum meines Unternehmens fördert, als auch den maximalen Nutzen für meine Kunden sicherstellt? Darüber sprechen wir mit Laura Elgeti. Laura, Co-Founder von der Customer Sucess Academy und Expertin im Customer Success Management, spricht über Frameworks und Ansätze, die dabei helfen, Customer Success Management in Unternehmen zu implementieren oder zu optimieren. Zudem zeigt sie alltägliche Herausforderungen auf und geht auf potenzielle Lösungsansätze ein. kostenloses E-Book: https://heyzine.com/flip-book/55926334ba.html LinkedIn: https://www.linkedin.com/in/dr-laura-elgeti-bb17591b2/ https://customersuccess-academy.de/ Die Folgen gibt es überall, wo du Podcasts hörst: ⁠⁠⁠⁠⁠⁠⁠⁠https://linktr.ee/founderflow⁠⁠⁠⁠⁠⁠⁠⁠ FounderFlow auf ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Spotify⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Apple Podcast⁠⁠⁠⁠⁠⁠⁠⁠

Overwhelmed with grief, he decided to drop out of high school since being at school, that he attended with his best friend, made it much harder. Confident in his ability to learn and improve, he opted not to go to college. Listen in as he discusses his high school experience, early career progression, and the valuable skills he learned as a barista. Eden also talks about lessons from various roles including his time at Starbucks and Apple, and the importance of authenticity in job seeking. Key points discussed:(0:00) Introduction and Joshua Eden's role as a customer success manager(2:48) Blueprint of success & salary range for Customer Success Manager(7:36) High school experience and career aspirations(8:37) How knowing your strengths can help you in your career(11:13) Early jobs and progression in different roles(13:09) Skills he got when he worked as a barista that benefited his career(25:00) How he acquired organizational skills from being a barista at Starbucks(33:15) His experience working at Apple and lessons learned(37:38) The value of authenticity and relationship-building in job hunting(49:49) Why he didn't go to college(59:36) Advice to his younger self Support/Contact Joshua:* LinkedIn: https://www.linkedin.com/in/joshuakeden/ Resources mentioned: * Resume course: https://bit.ly/podcastpca Need career or resume advice? Follow and/or connect with Jonaed Iqbal on LinkedIn.* LinkedIn: https://bit.ly/JonaedIqbalND* Connect with us on social media!* LinkedIn: https://bit.ly/NoDegreeLinkedIn* Facebook: https://bit.ly/NoDegreeFB* Instagram: https://bit.ly/NoDegreeIG* Twitter: https://bit.ly/NoDegreeTW* TikTok: https://bit.ly/3qfUD2V* Join our discord server: https://bit.ly/NoDegreeDiscord Thank you for sponsoring our show. If you'd like to support our mission to end the stigma and economic disparity that comes along with not having a college degree, please share with a friend, drop us a review on Apple Podcast and/or subscribe to our Patreon: https://www.patreon.com/nodegree.Remember, no degree? No problem! Whether you're contemplating college or you're a college dropout, get started with your no-degree job search at nodegree.com

Curious about the future of tech and customer success? In this episode of Tech People, we're joined by Sherrod Patching, the Vice President of Customer Success Management at GitLab. She leads a Team that helps customers get the most from their investments. During our conversation, Sherrod shares how they leverage AI to enhance the software development process, making it more efficient and innovative. Furthermore, she lets us in on how they measure success by focusing on early indicators. Join us as we discuss the integration of AI and the possibilities of self-service!

In this episode, host Colin Mitchell welcomes Fred Copestake, author of "Hybrid Selling" and "Selling Through Partnership Skills," to discuss the changing landscape of B2B sales. They explore the concept of hybrid selling and how it has transformed sales in the digital age. Fred emphasizes the importance of equipping salespeople with the skills to stay relevant and meet the evolving needs of customers. He also highlights the value of understanding customer pain points and providing a personalized and valuable experience.Follow the Host:Collin Mitchell (Partner, Leadium)Our Episode Guest:Fred Copestake (Author, Hybrid Selling and Selling Through Partnership Skills)Sponsored By:Leadium | The leader in outbound sales appointment setting*If you'd like to be a guest on the show or have any questions, email us at guest@salestransformation.co - Just tell us why you're reaching out and we'll contact you as soon as we can!

Join Max, our resident Business Ninja, and Aaron Thompson, Chief Revenue Officer at SuccessCOACHING as they talk about how customer success management can help in reducing client churn.SuccessCOACHING helps CSMs and Customer Success teams to not only know the best practices that drive Customer Success, but also how to apply them to resolve the real, everyday challenges Customer Success professionals face as they work with their customers. They have distilled the insights they gained from working with 500+ companies and created a comprehensive, easy to follow Customer Success training program trusted by CSMs from leading companies around the globe.Learn more about SuccessCOACHING here: https://successcoaching.co/ -----Do you want to be interviewed for your business?  Schedule time with us, and we'll create a podcast like this for your business:  https://www.WriteForMe.io/-----https://www.facebook.com/writeforme.iohttps://www.instagram.com/writeforme.io/https://twitter.com/writeformeiohttps://www.linkedin.com/company/writeforme/ https://www.pinterest.com/andysteuer/Want to be interviewed on our Business Ninjas podcast? Schedule time with us now, and we'll make it happen right away! Check out WriteForMe, more than just a Content Agency! See the Faces Behind The Voices on our YouTube Channel!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #201 we  welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.   With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount. Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams. In this episode, Jeanette and Adrian chat through how the team at Owl Labs has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #201 Highlight Reel:**1. How Owl Labs help their customers experience fully immersive meetings  2. Building a remote or hybrid playbook & tool-kit as your business scales  3. Connecting your CRM and customer details directly to your customer success 4. Simplifying your CSMs processes & mitigating clicks and scrolls 5. Socializing your customer feedback across the entire business on the reg!  Huge thanks to Jeanette for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Jeanette WileyClick here to learn more about Owl LabsIf 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!Support the show

As Chief Customer Officer for Playvox, Emily Gray is focused on creating extraordinary experiences for customers at every touchpoint and interaction. Emily leads the CX teams including Technical Support, Solutions Consulting, Services and Delivery, Onboarding, and Customer Success Management. Before Playvox, she served in several senior customer success and digital experience roles with for a variety of organizations, including Interactions LLC, LifeLock, and New World Restaurant Group. Emily has spoken on the topic of CX and is a frequent speaker on digital transformation, customer experience, training and workforce management optimization, and customer engagement topics. Emily earned a M.B.A. from the University of Arizona, Eller College of Management, and a B.A. in Spanish from Arizona State University. She resides in Orlando, Florida with her husband and three children.

In der heutigen Episode blicke ich mit meinen beiden Expert:innen Dr. Laura Elgeti und Dr. Katharina Prohl-Schwenke auf deren Perspektive zum Customer Success Management. Beide haben einen wissenschaftlichen Hintergrund und vereinen diesen Blick seit einiger Zeit mit dem wirtschaftlichen Blick. Wie die beiden Customer Success Management sehen, welche Erfolgsfaktoren es gibt, das erfahrt ihr in der heutigen Podcast-Episode. Mehr Infos, eure Meinung zum Thema unter www.digitales-unternehmertum.de/443

Hey CX Nation,In this week's episode of The CXChronicles Podcast #187  we welcomed Mark Slatin, Founder at EmpoweredCX based in Lewes, Delaware. Mark helps his clients by listening to them and really understanding their goals, vision, and challenges.  Whether you are just launching or ready to take the journey to the next level, Mark leverages his "real world" experience that only comes from serving as a CX practitioner across multiple businesses & industries over the years.His focus for the last decade has been leading an award-winning CX journey from launch to maturity at Sandy Spring Bank . During that time, the Bank received numerous awards including The CX Innovation Award (2X), Great Places to Work, Forbes America's Best Bank, and American Banker Best Bank to Work For, The Washington Post Top Workplace, among others.Today, Mark spends much of his time working with his clients + hosting The Delighted Customers Podcast (Adrian was able to be a guest on his show recently, chatting about his experiences building CXC). In this episode, Mark and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback throughout his career + shares some of the tips & tricks that have worked for him across his own customer focused business leader journey.**Episode #187 Highlight Reel:**1. How you turn your most loyal customers into your biggest fans & promoters 2. Why investing in employee onboarding is the glue to build world-class CX  3. Ideas for building & leading your Extended Leadership Team (ELT) 4. Building your VOC task force to govern your customer journey as you scale 5. Leveraging feedback to build new products & revenue streams  Huge thanks to Mark for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience and customer success space into the future.Click here to learn more about Mark SlatinClick here to learn more about EmpoweredCXIf you enjoy The CXChronicles Podcast, please stop by your favorite podcast player and leave us a review today. This is the easiest way that we can find new listeners, guests and future business leaders to join our customer focused community!And be sure to grab a copy of our book "The Four CX Pillars To Grow Your Business Now" available on Amazon +  check out the CXChronicles Youtube channel to see all of our customer focused business leader video content + our past podcast episodes!Reach out to CXC at INFO@cxchronicles.com for more information about how we can help your business make customer happiness a habit!Support the show

EPISODE SUMMARY In this episode of Chan With A Plan, host Max Chan speaks with Natalie Murphy, who successfully transitioned from a Recruiter Role to her 1st Customer Success Manager Role in Tech. She provides job search tips from her days as a recruiter and also provides insights and strategies on how she was able to make the pivot to a Customer Success Management position, so you can do the same as well in your career.   QUOTES “I love understanding the mind. I love understanding interpersonal relationships, human interactions, human behavior, and recruiting as a sales job. The great and not great thing about recruiting is that your product is a person, so it can talk back to you. And it can also say no.” – Natalie Murphy “I know that in the digital age, a lot of us are used to texting or sending you know, messages or emails. But having a simple professional voicemail, just stating your name, when you'll get back to them, making sure that you're smiling while you're speaking. Because it makes a really big difference.” – Natalie Murphy “If you can put some sort of hook in a cover letter. That's awesome. If you have something that's very copy and paste generic, it doesn't stand out and not really worthwhile, just kind of extra space, it could kind of dissuade a recruiter or hiring manager.” – Natalie Murphy   TIMESTAMPS [01:29] Natalie's story [06:44] Common mistakes by job applicants [11:23] Resume mistakes you don't want to make [13:46] The great cover letter debate [18:00] Mindset shift from being a recruiter compared to being a hiring manager [23:24] Moving from New York to Colorado [27:29] Finding a job before you move  [32:01] Transparency laws [36:01] Making the career shift and determining factors [44:38] Challenges as a customer success manager  [45:47] Average day as a customer success manager [49:07] Advice if you want to get into customer success management [59:16] Natalie's big challenge and how she overcame it   RESOURCES & RELEVANT LINKS Natalie Murphy Social Media: LinkedIn Chan With A Plan Max Chan on Social Media

Die Territory Embrace hilft ihren Kunden mit den Plattformen Ausbildung.de, MeinPraktikum.de und Trainee.de die richtigen Menschen zu finden. Teamleiter Christoph und Kundenbetreuerin Sandra aus dem Customer Success Team erzählen uns von ihrer täglichen Arbeit und wie sie ihre Kunden erfolgreich machen. Im Bereich SaaS sind proaktive Kommunikation und kreative Unterstützung der Kunden die wichtigsten Skills. Von Sandra erfährst du, dass sich Learning-by-doing und konsequente Einarbeitung nicht ausschließen. Am Ende des Tages geht es darum den B2B-Kunden zu halten und weiterzuentwickeln, sagt Christoph. Wenn du offen kommunizieren kannst und dich im digitalen Umfeld sicher bewegst, dann ist diese Aufgabe genau das Richtige für dich! Dein Interesse an dieser Position kannst du ohne Lebenslauf und unter einer Minute über den Button auf unserer OHRBEIT-Website zeigen. Erhalte unter dem Schutz deiner Daten direkten Zugang zu einer Ansprechperson bei TERRITORY EMBRACE. Erzähle außerdem deinen Freund*innen und Bekannten von OHRBEIT, damit noch mehr Unternehmen durch Jobcasts® transparenter werden! Wir freuen uns außerdem über 5 Sterne hier in der Spotify App. Du findest uns außerdem auf

Instituting a practice around exercising... oh, and outlining the Customer Success Management profession with Janine Sneed, VP Customer Success, IBM. Show Notes 01:12 The exercise formula 04:42 Janine's career ladder 08:50 What is Customer Success Management (CSM) 13:30 The CSM practice 19:40 Creating is easy, scaling is hard 24:02 It's hard to say NO. Being intentional. 28:08 Product deployment by definition 32:38 The hiring process and team makeup 42:01 Dissecting churn Find Janine: linkedin.com/in/janine-sneed-1aa2696 Website: janinesneed.substack.com Want to be featured as a guest on Making Data Simple? Reach out to us at [almartintalksdata@gmail.com] and tell us why you should be next. Abstract Making Data Simple Podcast is hosted by Al Martin, WW VP Account Technical Leader IBM Technology Sales, where we explore trending technologies, business innovation, and leadership ... while keeping it simple & fun. 

Instituting a practice around exercising... oh, and outlining the Customer Success Management profession with Janine Sneed, VP Customer Success, IBM. Show Notes 01:12 The exercise formula 04:42 Janine's career ladder 08:50 What is Customer Success Management (CSM) 13:30 The CSM practice 19:40 Creating is easy, scaling is hard 24:02 It's hard to say NO. Being intentional. 28:08 Product deployment by definition 32:38 The hiring process and team makeup 42:01 Dissecting churn Find Janine: linkedin.com/in/janine-sneed-1aa2696 Website: janinesneed.substack.com Want to be featured as a guest on Making Data Simple? Reach out to us at [almartintalksdata@gmail.com] and tell us why you should be next. Abstract Making Data Simple Podcast is hosted by Al Martin, WW VP Account Technical Leader IBM Technology Sales, where we explore trending technologies, business innovation, and leadership ... while keeping it simple & fun. 

About the Episode Another natural, authentic and insightful conversation on this week's podcast episode. Our host, Kellie Lucas, chats with Kristi Faltorusso about empowered accountability, servant leadership, working in trusted partnerships with mutual respect alongside our people as well as our customers. They talk about the power and importance of our words and actions, as leaders, as every experience provides the basis for learned behaviour, for someone out there, even if you don't realise they are taking notice. They talk about being in the people business, doing good work for real people. As Kristi says: Being in the people business is how you drive a business. We couldn't agree more Kristi! The best thing about this epsiode? They had plenty of laughs and shared words of affirmation sprinkled in amongst the wisdom... Take a listen and let us know your thoughts on the topics discussed and insights shared. About Kristi Kristi Faltorusso is an award winning Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade she's helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy. Kristi has led Customer Success and Experience teams at companies like BrightEdge, Sisense, BetterCloud and IntelliShift and has supported customers of all sizes. Currently, she is the VP of Customer Success at ClientSuccess, a leading Customer Success Management solution, where she leads Customer Success, Technical Support and Consulting. In addition, Kristi is also the Founder of CS Real Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs and more. How to connect with Kristi and their initiatives LinkedIn: Kristi Faltorusso Website: Keeping CS Simple

Für diese Folge hat sich Philipp etwas Besonderes überlegt: Er, unser Customer Love Manager, hat eine andere Customer Love Managerin zu Gast - und zwar Iliyana von Unlock Growth. Iliyana und Philipp haben die gleiche Passion: Kundenliebe zu erzeugen, Lösungen für Kunden zu finden, das perfekte Angebot zu finden oder den perfekten Termin vorzubereiten. Wie sieht wohl der Alltag von Iliyana aus? Wie tritt sie mit Kunden in Kontakt und wie hält sie den Kontakt? Welches Medium nutzt sie? Und wie geht sie mit Misserfolgen um (falls es überhaupt welche gibt)? Warum ist es so wichtig, Customer Love zu erzeugen und ist Customer Love nur ein Thema für kleine Unternehmen? Oder sogar auch für Konzerne? Iliyana und Philipp sprechen auch darüber, was Erfolg für sie bedeutet, ob der Job sie verändert hat und welcher Markenkontaktpunkt für sie typisch ist. Hört Euch diese Folge an, in der es um Kundenbeziehungen im Wandel, Empathie und Kundenliebe als höchste Form der Beziehung geht.

You finish your exit, you get financial security, you hang up the boots and go on a vacation. With each company you're on a treadmill, no - you're on a conveyor belt, for another 7-10 years. What if you have already exited two businesses, will you do it again?If you have to do it again, what'll be the motivation behind it?From being a pioneer in the ‘on-prem to cloud journey' with his first startup Host Analytics, and a category creator of Customer Success Platform with Gainsight, Sreedhar is now on to a category disruption play in his 3rd start up GTM Buddy.Gainsight was the world's very first company to have launched as a customer success platform, when customer success as a function didn't exist.  Why did they proceed building it when there was no buyer in place? Today as you know even a 10 member startup will have someone looking after customer success. That was not the case when they started. Gain more insights on category creation, category disruption, a serial entrepreneur's perspective on building a world class team of experts and how to look at industries for insights that you may otherwise miss and more wisdom in this episode.Here's more on what's in store for youHow much investment is required if you're venturing into category creation?How to build a 100M ARR company, Gainsight style?How to sell to the leading SaaS businesses in the world, predominantly in the Bay area.Scaling too fast, too soon can be counterproductive, why?How do you decide on the right pricing, that you don't sell at $4k price point to a customer when they could actually be paying a few $100k conservatively?3 years into building the business, their ARR is under a million -  What're the 2 factors which kept them going?Insights on product led category creation. Which are good examples of companies which have done cost-effective product led category creation?How to go about investing in a world class team of expertsWhat're the nuances to look for when you build a sales team who can sell $1M+ compared to selling $100k+How to analyze an industry  - from a serial entrepreneur's perspective?Imagine your product pricing is $19 per user presently, when you launched it years back it was $3. How will you migrate the old customers to the higher price band?Early stage ACV movement from $12k price point to now $300-400kTune in, Happy Gaining more Insights!

Join us for episode 74 with Lysa Malka Sheinina (she/her/hers) is the Founder and CEO of the Customer Success Institute Ltd.. She is a Customer Success expert with many years of hands-on experience establishing, running, and scaling up customer success operations in some of the world's most innovative startups. Lysa built successful business relationships with hundreds of corporations across the globe, from small retail eCommerce platforms to global Fortune 500 organizations. She works closely with North American, European, and Asian markets, promoting digitalization and artificial intelligence transformations. Learn more~ https://www.csminstitute.org/ @CustomerSuccessInstitute Free Gift~ we offer a free 20 mins career advice for professionals looking to enter Customer Success Management careers. Participants need to email their CV to administrator@csminstitute.org to coordinate a call with our team -------- Darlene Hawley is a speaker, podcast host, personal branding, and online business coach who shows ambitious, heart-centered coaches, experts, leaders, and entrepreneurs how to create a profitable online business while making space for themselves and their families by speaking up and sharing their story. Her genius is showing entrepreneurs 2+ years into their business how to deepen their business foundation and go after visibility so they can share their message with the world, attract dream clients, and have the impact, freedom, and flexibility they desire. And supporting leaders inside organizations to strengthen their inner and outer voice so that they can speak up for themselves and the ideas and issues that matter most and move people to take action whenever they speak. Learn more about my Attract & Stand Out 1:1 signature program for coaches, consultants & entrepreneurs: https://darlenehawley.com/attractandstandoutonline @darlenehawley @coachdarlenehawley --- Send in a voice message: https://anchor.fm/darlene-hawley/message Support this podcast: https://anchor.fm/darlene-hawley/support

Comment optimiser vos ventes avec le Customer Success Management ? Nous invitons dans cet épisode, Darina qui est Senior Account Manager chez Welcome to the Jungle et qui a créé le podcast sur l'Account management AM KAM gram. Selon Darina, il est essentiel d'avoir un département dédié au post-closing pour accroître le CA ! "La chasse pour vivre, l'Account Management pour survivre." Darina nous parle de : ✅ La genèse du département AM. A quel stade de l'entreprise faut-il en créer un ? ✅  Quelles missions et quels KPI ? ✅ La différence entre Account Manager vs. Customer Success Manager ✅ L'importance d'un département post-closing et la collaboration avec les autres équipes en interne ✅ Les initiatives pour aller plus loin : data, process, nouveaux modes de travail À la suite de l'épisode, je vous invite à vous abonner aux chroniques de la vente: https://herosdelavente.substack.com/p/coming-soon pour recevoir le meilleur de la veille décalée sur la vente. A aller visiter notre site web vyfe.fr, pour enregistrer vos rdv par visioconférences, vous entraîner et progresser.  Si vous voulez construire votre machine de vente, consultez notre playbook de vente : https://vyfe.fr/produit/votre-playbook-de-vente/

Kristi Faltorusso is an award winning Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade she has helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy. She is currently the VP of Customer Success at ClientSuccess, a leading Customer Success Management solution, where she leads Customer Success, Technical Support and Consulting. In addition, she is also the Founder of Keeping CS Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs and more. This episode is brought to you with the support of Indeed, Novo, Netsuite and Shopify. --- Support this podcast: https://anchor.fm/uncharted1/support

In our final interview, Jonathan who is a Technical Account Manager at Gitlab discusses the technical aspects of Customer Success Management. We explore aligning business and technical requirements for a customer to achieve their desired goals and objectives. What do Monoliths, Microservices, and Modern Lux have to do with Customer Success? Listen to this episode to find out.

Et si on parlait d'un des nouveaux métiers ? Et si on parlait d'un des métiers qui a vu le jour grâce notamment au digital... parce que c'est le digital qui a remis sur le tapis la nécessité pour les entreprises de se concentrer sur la qualité de l'expérience client, sur la valeur produite pour l'utilisateur ? Le métier dont nous allons parler ? Le métier de CSM, le métier de Customer Success Manager. Pourquoi les entreprises ont-elles adopté depuis quelques années cette approche de Customer Success Management ? Ce nouveau métier est-il un incontournable pour réussir en B2B ? Quels sont les rôles et missions de celles et ceux qui pratiquent ce métier ? Quelles sont les ficelles de ce métier ? Quelles qualités pour réussir ? Pour bien comprendre ce qui se cachent au quotidien derrière ce métier de CSM et cette stratégie de Customer Success Management, l'invitée du podcast est Cynthia Rebeiz Damiani, Head of Customer Experience chez Touch & Sell Si ça te dit d'écouter toutes les rencontres du matin sur les plateformes de podcasts traditionnelles, c'est ici https://smartlink.ausha.co/ledigitalpourtous Et pour garder le lien, il y a aussi la newsletter écrite avec amour et garantie sans spam. https://www.getrevue.co/profile/bonjourppc #BonjourPPC #Podcast

In der heutigen Episode ist der Roman von talent::digital zu Gast. talent::digital kann mit einem eigens entwickelten Spiel die digitalen Kompetenzen von Mitarbeitern messen und so Handlungsempfehlungen an die Arbeitgeber aussprechen. Dadurch unterstützen sie Unternehmen, Organisationen und Behörden bei der digitalen Transformation. Wir reden darüber wie Roman und sein Team ihren ersten großen Kunden verloren haben, mit dem Spiel komplett neu anfangen mussten und warum sie heute dafür dankbar sind. Außerdem verrät dir Roman, wie ihm seine alten Kontakte zu Beginn zwar weitergeholfen haben, Partnerschaften für ihn allerdings mit Abstand das Wichtigste für das Wachstum waren. Zum Ende besprechen wir, warum Customer-Success-Management immens wichtig ist und welche Methoden talent::digital dafür nutzt.

Customer Success Management: Hvad er det for en størrelse, hvorfor skal du arbejde med det, og hvordan kommer du i gang? Det taler jeg med ekspert i Customer Success Kent Bredahl, som er ekspert i Customer Success Management, og hjælper virksomheder med at skabe kundeloyalitet.

Helfe der Contovista AG, personalisierte Banking-Software zu optimieren In unserem Jobcast® light erzählen dir Dominik und Anika von der neuen Stelle im Bereich Account Management/Sales. Bewirb dich direkt bei Contovista AG über den Button am Ende der Stellenanzeige. Viel Freude beim Hören!

When it comes to customer feedback and satisfaction, the people you hear from are the typically loudest. Are they the ones you should listen to? Ben Winn, Community and Events Manager at Catalyst Software, Editor and Chief at the Unicornian and 2016 Fellow Alumni, shares his insights on why having an open space for feedback is essential for startups to thrive. He gives us the ins-and-outs of Customer Success Management, how to structure customer-centric teams, and how hiring your People person (Human Resources) will pay dividends down the road. Having dealt with many new hires, Ben suggests that you need to be upfront about your weaknesses in interviews, find the balance between humble brags but not underselling your accomplishments, and doubling on your strengths. Admit your blind spots...that goes a long way for many other things in life.

Shari FreedmanChief Financial OfficerShari Freedman is the Chief Financial Officer of Room to Read, an organization that believes World Change Starts with Educated Children.Shari’s leadership has transformed Room to Read’s global finance, accounting, legal and internal audit systems, deploying best-in-class approaches that have streamlined processes, increased internal efficiencies and delivered rigorous reporting and compliance standards. Through her work, Shari has positioned the finance, accounting, legal and internal audit teams as strategic partners throughout Room to Read, improving organization-wide decision-making and risk mitigation.Heather PetersonVice President, Customer Success Management at EmburseHeather leads the customer success and training teams, partnering with customers throughout their journey to strategize on how best achieve their goals. She joined the Emburse team in 2019 with 14 years of experience of working closely with customers in the travel and expense markets.Grant JohnsonChief Marketing OfficerAs chief marketing officer, Grant leads global marketing for Emburse, overseeing marketing strategies, programs, and tactics designed to increase market leadership, generate demand, and enhance customer advocacy.Grant has a storied history working in senior marketing roles for some of the best-known brands in technology, including FileNet/IBM, Symantec, and Toshiba. Before joining Emburse, Grant was CMO of cybersecurity company Cylance (acquired by BlackBerry). Prior to that, he was the CMO of Kofax and CMO of Pegasystems.About EmburseEmburse humanizes work by empowering business travelers, finance professionals, and CFOs to eliminate manual, time-consuming tasks so they can focus on what matters most.Emburse brings together some of the world’s most powerful and trusted expense and AP automation solutions, including Abacus, Captio, Certify, Chrome River, Nexonia, and Tallie. The company’s innovative offerings, which are uniquely tailored for specific industries, company sizes, and geographies, are trusted by more than 4.5 million users in more than 120 countries.Over 14,000 customers, from start-ups to global enterprises, including Boot Barn, Grant Thornton, Telefónica, Lufthansa Systems, and Toyota rely on Emburse to make faster, smarter decisions, empower business travelers to recapture lost nights and weekends spent doing tedious expense management, and help make users’ lives—and their businesses—better.For more information on Emburse, visit emburse.com, call 877-EMBURSE, or follow the organization’s social channels at @emburse.

Ole Petter is talking about digital transformation in construction and how to operationalize BIM models on site. Ole Petter Jetmundsen is a Consultant at Dalux in Denmark. Try for free the Dalux BIM Viewer: https://bit.ly/35HOodA About Dalux: "Since 2005 Dalux has worked to make the construction industry smarter and more efficient. Our user-friendly digital tools and BIM technology (3D information models) are currently used by leading contractors, builders and advisors in 125 countries. Dalux works to shift the limits of how technology can ensure smarter and more sustainable work processes in the construction industry. In close cooperation with our users, we continuously optimize existing technology and develop new groundbreaking solutions. In recent years, we have launched many world news, including the world's fastest mobile BIM viewer and BIM-based Augmented Reality for mobile phones. The starting point for our activities is our headquarters in Copenhagen, where all development take place under the same roof. In addition, we have several foreign offices and our Customer Success Management team ensures that our more than 200 000 users can get help wherever they are in the world. We have no external investors and can therefore think long term and focus undisturbed on our customers' wishes and needs." Subscribe Spotify | Apple | YouTube | Google | Stitcher | Player.fm | iHeart Resources Ole Petter's LinkedIn Profile Dalux Homepage Dalux BIM Viewer              

Diesmal wieder eine ganz besondere Podcast Episode für euch:  Wir haben unsere Top 8 Episoden mit dem meisten Feedback und den meisten Views hier für euch zusammengeschnitten und die besten Hacks meiner Gäste komprimiert in einer Episode! Die Best-Of-Episoden 2020 mit den besten Hacks zusammengefasst in einer neuen Podcast-Episode: 1.  #74 Teil 1/2 "Amazon Sales Hacks" mit Christian Otto Kelm 2. #100 - "Generation Z: Interview mit Mathilda & Gustav" 3. #102 - "Ist "Growth" nur BlaBlaBla?" mit Andre Morys CEO & Founder von Konversionkraft.de 4. #114 Podcast Marketing: 10 Experten teilen ihre Podcast Hacks 5. #118 "Es ist dumm, wenn Du kein Email-Marketing machst" - mit Thomas Klußmann 6. #124 So boostest du deinen Expertenstatus - im Interview mit Kenza Ait Si Abbou 7. #126 Die Strategie umsetzen mit OKR - mit Roman Senger 8. #141 Linkedin Marketing Hacks - 9 erfolgreiche Creator ballern ihre geheimen Hacks raus... PS: Am 20. Januar 2021 starten wir unser nächstes LIVE Ask Me Anything About Growth-Event um 17 Uhr! 5 Growth Hacking/Marketing-Profis stehen Rede und Antwort und sind bereit Deine Wachstumsstrategie für 2021 zu challengen und natürlich ganz konkret alle Fragen zu beantworten. Unsere 5 Experten sind diesmal spezialisiert auf: 1.  Wachstumsstrategie - mit Growth Hacker und Gastgeber Hendrik Lennarz 2. Anziehungsfaktor Brand - mit Colin Fernando - Managing Partner Brand Trust. 3. SEO - mit Marcus Tandler Co-Founder Ryte. 4. Linkedin - mit Mit Britta Behrens - LinkedIn Expert & Digital Marketer Volz Personalberatung 5. Customer Success Management - mit Mit Christian Berg - Executive Director Customer Experience bei Trusted Shops. Ihr erhaltet pragmatische Antworten zum Umsetzen, um eure aktuellen Herausforderungen zu meistern - natürlich komplett online, komplett live. Das ist ja klar. Letztes Mal waren 300 Tickets ruck-zuck weg...Hol dir dein kostenloses Ticket! Am besten jetzt sofort: https://www.eventbrite.de/e/growth-strategy-2021-qa-mit-top-experten-tickets

How delivering true customer success goes beyond any specific function and requires company-wide transformation. View the full video interview here. Anisha Patel is Senior Director, Customer Success Management at Cisco. Her team is responsible for developing and scaling the global customer success model across Cisco’s portfolio of products and services. Prior to joining Cisco, Anisha led Customer Success Strategy & Analytics and was the Chief of Staff to the COO, Customer Success at Salesforce. Her experience also includes years in business operations, marketing analytics, and consulting at Salesforce and IBM. Anisha holds a Bachelor of Science in Finance and a Bachelor of Science in Statistics & Operations Research from New York University.

Irit Eizips talks to peopleHum about improving customer success management by combining tech. Listen to the entire episode to know more. If you like the podcast, please follow the channel, so we could keep producing more content like this!

2020 was the year email was supposed to die, then COVID hit and every company reached back to 2005 and leaned into spray and pray. Why do so many companies get email marketing wrong? Find out in this episode with special guest Lauren Meyer.Sends are up, opens are up, but there is little change in the click rates - what does this mean and why are your customers expecting something different than what you are delivering? In this episode of The Summit Podcast Lauren and Kyle discuss:There is a lot of life left in emailHow companies are failing their customers with their MarCommWhen an email isn't just an emailWhere you can get the biggest ROI for your buckWhat the future of email marketing really looks likeAbout Lauren MeyerDutifully serving the email industry, with strong focus on Email Strategy, Deliverability and Compliance. Data nerd at heart. Pizza lover (and maker) by trade. NYC transplant now living on the west coast. I mainly use analogies to explain complex topics surrounding email deliverability. Skilled in People Management, Business Development, Email Marketing, Public Speaking, Digital Strategy, Customer Support as well as Customer Success Management and SaaS Operations. Information technology professional with a BA focused in Communications & Advertising from Robert Morris University.About Kyle HamerA sales and marketing veteran with a deep understanding of strategy, digital marketing execution, and using technology to enhance brand impact. A hands-on leader with a passion for solving business challenges with process, operations, and technology. When Kyle's not tinkering on businesses, you'll find him spending time with those he loves, learning about incredible people, and making connections.About Hamer Marketing GroupMarket growth for a new product or service is often limited by market distractions, unreliable data, or systems not built to scale. Hamer Marketing Group helps companies build data-driven strategies focused on client acquisition and sales development supported by the technology and operations necessary to create profitable growth.Support the show (https://www.buymeacoffee.com/summitpodcast)

Vous l'avez largement réclamée, la voici : l'interview de Gauthier, Head of CSM chez Swile ! Dans cet échange en 2 parties, Gauthier nous raconte : (Partie 1/2) - ses débuts chez Lunchr - les 2 valeurs du CSM : customer centric et spécialiste du Produit - sa vision du KPI "satisfaction" (Partie 2/2) - la customer journey chez Swile - sa propulsion en tant que Head of CSM et son démarrage sur le management - comment il recrute ses équipes CSM - son retour d'expérience, entre enthousiasme et déboirs - l'éventail de possibilités pour la suite de l'histoire des CSM, un métier actuellement "à la mode"

  Vous l'avez largement réclamée, la voici : l'interview de Gauthier, Head of CSM chez Swile ! Dans cet échange en 2 parties, Gauthier nous raconte : (Partie 1/2) - ses débuts chez Lunchr - les 2 valeurs du CSM : customer centric et spécialiste du Produit - sa vision du KPI "satisfaction" (Partie 2/2) - la customer journey chez Swile - sa propulsion en tant que Head of CSM et son démarrage sur le management - comment il recrute ses équipes CSM - son retour d'expérience, entre enthousiasme et déboirs - l'éventail de possibilités pour la suite de l'histoire des CSM, un métier actuellement "à la mode"

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. COVID-19 caught humanity off guard: immediate and mandatory lockdowns across nations in the entire world left a mostly unprepared workforce with no other choice than to adapt and try to make the most out of it. But even though COVID-19 has brought a lot of radical changes to every single industry, it has also opened slots for numerous opportunities for both employees and employers. In today’s episode, Senior Customer Success Manager at LinkedIn, Elise Meijer joins us to chat about COVID-19’s impact on Customer Success Management, with a focused perspective on her country of residence, France. Regardless of your location, she’ll share crucial tips to maintain a balanced and productive work life from home, and detailed arguments on the importance of clear and empathic communications with your team and your customers. Listen now to better embrace the sudden change in your work life, and to look at the pandemic from a different, and hopefully brighter perspective.  Jump straight into: (01:09) - A Customer Success advocate: on Elise’s background and quarantine life - “As a manager, I enjoy making sure that I explain everything in a way that is understandable, and being creative.” (05:27) - COVID-19’s impact in the CSM European field - “All of a sudden, all employees and employers found themselves in a situation of working from home, and depending on the industry, that is a huge change.”  (09:00) - Elise’s pro tips to ensure a productive and balanced work life at home - “It’s all about creating an environment where everyone feels happy and safe, and where your health and well-being are prioritized.” (14:22) - The COVID world: the previous “normal” is long gone - “COVID-19, in a way, has positively impacted the acceleration of flexible work arrangements.” (17:01) - Is this the era of Customer Success in France and Europe? - “There is a huge amount of opportunities available in the CS field, and that is across all the several industries.” Resources Connect with https://www.linkedin.com/in/elisemeijer/?originalSubdomain=fr (Elise) via LinkedIn Connect with https://www.linkedin.com/in/adamhjoseph/ (Adam Joseph) on LinkedIn https://www.gainsight.com/resource/the-state-of-the-customer-success-profession-2019/ ([Report] The State of the Customer Success Profession: Linkedin Data) 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). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

Charles Eric a switché d'une formation de financier au monde commercial. Il est d'abord entré comme BizDev chez Marcel, avant d'être CSM puis Responsable CSM. Dans cet épisode, il évoque : - la composition de son équipe entre rôle réactif et rôle proactif - la segmentation de ses clients par secteur d'activité - la personnalisation de l'offre selon le secteur d'activité - l'importance d'avoir un contact régulier avec ses clients

Mache Deine Kunden erfolgreich, nicht glücklich. So lautet einfach zusammengefasst das Ziel von Customer Success Management. Denn wenn der Kunde erfolgreich ist, steht Geld für den Ausbau zur Verfügung. Gero Decker beschreibt in diesem Podcast was ein guter Success Manager mitbringen muss, wie Deine Firma profitiert und welche Tools Dich unterstützen. Du erfährst... 1)…die Grundlagen des Customer Success Managements 2)…wie Du Kunden behältst 3)…warum CSM hilfreich beim Wachstum ist 4)…wie Du CMS im Unternehmen einsetzt

Tools helfen dir im Sales-Prozess, die Effizienz und Erfolgswahrscheinlichkeit deines Vertriebsteams zu verbessern. Egal ob ganz zu Beginn in der Phase des Lead Nurturings oder wenn es bei gewonnenen Kunden um Customer Success Management geht. Was du dazu benötigst, was wirklich wichtig ist und welche Tools ganz konkret zum Einsatz kommen, verrät dir Sales-Experte Gero Decker in dieser Episode. Du erfährst... 1) …welche Analysetools es im Sales gibt 2) …wie und mit welchen Tools Lead Nurturing funktioniert 3) …wie professionelles Prospecting funktioniert 4) …welche Rolle CRM-Systeme im Sales-Prozess einnehmen 5) …wie und mit welchen Tools Customer Success Management funktioniert

Ab sofort verabreichen dir die beiden leidenschaftlichen PPC-Heads Florian (Adference Co-CEO) und Mareike (Adference Product Owner & Head of Customer Success Management) wöchentlich deine Dosis Amazon PPC. In der allerersten Episode des 1. deutschsprachigen Podcasts über Amazon PPC sprechen wir über die Relevanz von Amazon PPC im E-Commerce und warum es ohne Strategie nicht mehr geht. Alle Themen der ersten Episode im Überblick: Warum sollte ich mich spätestens jetzt mit Amazon Advertising beschäftigen? (4:59) Warum kaufen wir bei Amazon? (7:12) Wie schafft Amazon eigentlich diese Relevanz und dieses Wachstum zu realisieren? (10:17) Wodurch hat Amazon Marktanteile gewonnen? (12:06) Wieviele ASINs sind auf Amazon aktiv? (13:40) Wie gehe ich damit als Händler um? (14:52) PPC für Katzentrockenfutter - ernsthaft? Ja. (17:59) PPC nicht gleich Erfolg ohne Strategie (19:31) Links & Ressources: eMarketer Studie - Where do US Amazon Buyers start their search for new Products: emarketer.com/content/looking-for-a-new-product-you-probably-searched-amazon Umsatzwachstum von Amazon weltweit vom 1.Quartal 2007 bis zum 4.Quartal 2019: statista.com/statistik/daten/studie/197099/umfrage/nettoumsatz-von-amazoncom-quartalszahlen Net revenue of Amazon from 1st quarter to 4th quarter 2019: statista.com/statistics/273963/quarterly-revenue-of-amazoncom Neue ASINs auf Amazon: amalyze.com/2019/11/13/stats/neue-asins-auf-amazon-10-2019/ Anteil von Amazon am Umsatz im Onlinehandel in Deutschland von 2010 - 2017: statista.com/statistik/daten/studie/910475/umfrage/anteil-von-amazon-am-umsatz-im-online-handel-nach-plattform-in-deutschland/ Fragen & Anregungen: Hintergründe sowie weiterführende Informationen zum Podcast findest du unter adference.com/vitamin-a Für Fragen und Feedback schreib uns gerne eine Mail an: vitamin-a@adference.com

In this episode, I share a few truths as to how and why being a CSM may not be the right job for you. None of this insight includes survey data, feedback from other CSMs, none of that. It’s just me being honest about the last four years or so based on what I’ve seen and experienced. Like what you hear? Please consider sharing this episode or podcast with a friend or colleague. Referenced video link: https://youtu.be/n5XgSCty8js --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/talkingcustomersuccess/message Support this podcast: https://anchor.fm/talkingcustomersuccess/support

Our host, Anika Zubair talks to Adrian Beck, Senior Director of Customer Success at Tanium about his experiences growing the Customer Success organisation from 15 people to 70 people in 7 countries over 3 years! As any Customer Success leader knows, recruiting strong CS team members is incredibly challenging. Firstly, CS is fast growing but still a young profession so the pool of experience is small, secondly there are many different forms of Customer Success Management from high touch to pure tech touch and thirdly succeeding at Customer Success requires a broad set of skills. Put simply, it's hard to succeed at Success. *Apologies for the audio around the 17 min mark

Allison Pickens, COO at Gainsight, is an internationally known thought leader on driving subscription revenue growth and scaling teams. As the Chief Operating Officer, Allison is focused on generating excellence in company-wide strategy and execution, as well as new corporate development opportunities and evangelism. Allison was named one of Fortune’s Most Powerful Women and a Top Customer Service Influencer.  She studied at Yale and Stanford so we know she is wicked smart.   Allison built and scaled Gainsight’s post-sales functions, including a global team of more than 180 team members across Customer Success Management, Professional Services, Support, Customer Marketing, Value Consulting, and Customer Engineering. She also built Gainsight’s Corporate Development (M&A) function and is General Manager of Gainsight PX, an acquired business. Before that, she built Gainsight's Sales Development and Business Operations teams. Gainsight understands that business success relies on customer success.  Their business model is to help businesses connect with their customers and build deep relationships.  They practice that in-house too. Their culture is built on humanity first. They focus on creating and codifying their company values where it can live in their business daily.  They believe in leading by example and, if possible, finding the best fit for each employee, understanding that it may change over time. Instead of tossing talent, they appreciate their gifts and work with them to keep the relationship alive.  Or, they help them find another place where they can flourish.     For more information about Allison and Gainsight: Company Website Gainsight on Twitter Allison on Twitter Allison on LinkedIn   Get 2 free months of Bonusly   iTunes - Subscribe, Rate and Review Find us on iTunes, Google Play, Spotify and anywhere you listen to podcasts

Buying the right technology solution is only the beginning of the digital transformation journey. Organizations need onboarding support from solution providers to ensure the intended benefits of new technologies are realized. This entails looking beyond the technology, to include the vast human and cultural aspects of digital transformation. In this episode, we discuss how businesses can optimize the outcomes of their digital initiatives with the support of a customer success management process. I’m joined by Janine Sneed, Chief Digital Officer and VP of Customer Success at IBM. Janine shares how she has build a Customer Success Organization at IBM and how she has brought together multiple functions at IBM to help clients succeed. Janine also discusses her role in promoting internal career support for women and minorities at IBM, and how diversity in the workplace can become an organizational priority.

Just recently I conducted my first clarity.fm premium call in regard to customer success. Clarity.fm is a phone service that allows you to speak directly to SME's for an hourly or by the minute fee. A business coach was taking on a new client in the CSM space and messaged me about providing them an overview of what customer success is. We went on for just over an hour, and although the call wasn't recorded, I wanted to share much of the same content we discussed in this episode in case it could benefit someone else. If you are also interested in a professional consultation, I've setup a special offer for FREE calls but there are only three uses available! If you'd like to chat with me about customer success management, act now before I change the link! https://clarity.fm/thomasconnery/csmchat --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/talkingcustomersuccess/message Support this podcast: https://anchor.fm/talkingcustomersuccess/support

Teil 2/2 Mein heutiger Interview-Gast ist ein ganz besonderer. Christian Berg - ist seit Jahrzehnten mein bester Kumpel aus unserer Heimat Waldbröl. Das ist der langweile Part. Der spannende Part ist der, dass Christian Berg seit Jahren als Head of Customer Experience Management bei Trusted Shops die Bestandskunden entwickelt. Das Thema Customer Success Management ist im deutschsprachigen Raum noch sehr sehr unbesetzt und wird eher von den US-Saas Businesses vorangetrieben. Umso spannender ist das Thema aus Wachstums-Sicht. Denn jeder muss wissen, dass Bestandskunden-Umsatz immer einfacher zu holen ist, als Umsatz mit Neugeschäft. Für alle Startups und Unternehmen mit einem Kundenbestand schlummern hier sehr häufig ungeahnte Wahctumspotenziale. Christian spricht darüber wie das Thema Customer Success bei Trusted Shops aufgebaut wurde, wo die Fallstricke lauern und wo es in den nächsten Jahren hingehen wird. Super spannend. Mehr von Christian gibt´s hier bei Xing: https://www.xing.com/profile/Christian_Berg5 und natürlich auch bei Trusted Shops. ►Unterstützen könnte Du uns mit einer Bewertung unseres Podcasts. Das wäre spitze. Du möchtest noch mehr Growth Hacking Tipps - am besten täglich? Dann abonniere einfach unseren Podcast oder folge mir auf einem der folgenden Profile: ►Download 100+ Growth Hacks for free: https://www.hendriklennarz.com/surprise/ ►Checkout my Growth Hacking process chart: https://www.hendriklennarz.com/#process ►Follow me online here: Instagram: https://www.instagram.com/hendrik.lennarz/ Facebook: https://www.facebook.com/growthhackerlove/ LinkedIn: https://www.linkedin.com/in/lennarz/ Youtube: https://www.youtube.com/channel/UC6vOd7s-BFUmS0VGn0B84Rg

Teil 1/2 Mein heutiger Interview-Gast ist ein ganz besonderer. Christian Berg - ist seit Jahrzehnten mein bester Kumpel aus unserer Heimat Waldbröl. Das ist der langweile Part. Der spannende Part ist der, dass Christian Berg seit Jahren als Head of Customer Experience Management bei Trusted Shops die Bestandskunden entwickelt.  Das Thema Customer Success Management ist im deutschsprachigen Raum noch sehr sehr unbesetzt und wird eher von den US-Saas Businesses vorangetrieben. Umso spannender ist das Thema aus Wachstums-Sicht. Denn jeder muss wissen, dass Bestandskunden-Umsatz immer einfacher zu holen ist, als Umsatz mit Neugeschäft. Für alle Startups und Unternehmen mit einem Kundenbestand schlummern hier sehr häufig ungeahnte Wahctumspotenziale.  Christian spricht darüber wie das Thema Customer Success bei Trusted Shops aufgebaut wurde, wo die Fallstricke lauern und wo es in den nächsten Jahren hingehen wird. Super spannend. Mehr von Christian gibt´s hier bei Xing: https://www.xing.com/profile/Christian_Berg5 und natürlich auch bei Trusted Shops. ►Unterstützen könnte Du uns mit einer Bewertung unseres Podcasts. Das wäre spitze. Du möchtest noch mehr Growth Hacking Tipps - am besten täglich? Dann abonniere einfach unseren Podcast oder folge mir auf einem der folgenden Profile: ►Download 100+ Growth Hacks for free: https://www.hendriklennarz.com/surprise/ ►Checkout my Growth Hacking process chart: https://www.hendriklennarz.com/#process ►Follow me online here: Instagram: https://www.instagram.com/hendrik.lennarz/ Facebook: https://www.facebook.com/growthhackerlove/ LinkedIn: https://www.linkedin.com/in/lennarz/ Youtube: https://www.youtube.com/channel/UC6vOd7s-BFUmS0VGn0B84Rg

We sit down with Lauren Larson Diehl, Senior Director of Customer Success Management at Oracle, in this episode of Regalix’s RTalks to discuss what's driving customer success today and the need for technical tools in this domain.

Mache Deine Kunden erfolgreich, nicht glücklich. So lautet einfach zusammengefasst das Ziel von Customer Success Management. Denn wenn der Kunde erfolgreich ist, steht Geld für den Ausbau zur Verfügung. Gero Decker beschreibt in diesem Podcast was ein guter Success Manager mitbringen muss, wie Deine Firma profitiert und welche Tools Dich unterstützen. Du erfährst... 1) …die Grundlagen des Customer Success Managements 2) …wie Du Kunden behältst 3) …warum CSM hilfreich beim Wachstum ist 4) …wie Du CMS im Unternehmen einsetzt

Managing customers has changed significantly over the past decade and we've come to believe that retaining them has become one of the most crucial aspects of Customer Success. In this edition of Freshthoughts, Kalyanaraman Parthasarathi, Director Customer Success Management, Freshworks and I have a chat on the importance of Customer Success in an organization. He gets to the root of the matter and gives us insights on "why CSM matters?” and how Customer Success has evolved in the SaaS industry. He also contextualizes it to Freshworks and throws light on our "being a friend to our customer" philosophy. We also touch upon topics revolving engaging with customers and being available when we're needed, reducing churn and driving revenue. It is a great Podcast for anyone who works with customers day in and out!

Bob Burke is the Sr. Director Customer First, EMEA at Okta. He leads the post sales teams focused on driving longterm value for our customers including Education Services, Professional Services, Customer Success Management, Technical Support and Renewals. Bob has spent the past 20 years managing global IT operations and started his journey with Okta as a customer. He joined Okta 5 years ago in San Francisco and moved to London in 2015 where he’s been helping to build the EMEA business and grow the CF operation internationally. As a Californian living in London, he’s learned how to complain about the weather, drink warm beer, redefine the term football, survive without a car, and speak English properly.

There are direct links between CX success and company growth and profitability. Everyone seems to be investing in this area but not many are getting it right. Chris Connelly, VP Customer Success Management, SAP Asia Pacific Japan, is one of the pioneers in this field, he also previously held the role of Customer Success director for Salesforce, so has a lot of authority on this topic.  We cover how to set up and make the Customer Success function really work for a business and produce results. The interface with the account teams and others is critical so we spend some time here. We also cover the broad range of potential key success metrics and how to give your team the right goals. And there are plenty of real life examples covered in this discussion.

Nereyda Espraza, Customer Success Manager at Amazon (Amazon Business), shares her insights on what working as a Customer Success Manager is like. CSM is a relatively new but up and coming function, found in a lot of tech companies today. Nereyda has a BA in Latin American Studies from Smith College, and M.Phil from University of Oxford. Some of the areas that Nereyda touches upon in this episode include: 1. Nereyda's background and career path 2. What is customer success management 3. Difference between customer success management and account management 4. How customer success is a relatively new role in tech 6. Example of a project Nereyda worked on as a CSM, and examples of activities Nereyda undertook on the project 7. Skills you need to do well in this function 8. Advice for interested candidates and recommended resources Thank you for listening!! Follow the show on Twitter @LED_Curator Website www.learneducatediscover.com/ Like us on FaceBook at www.facebook.com/learneducatediscover/ Email us at hello@learneducatediscover. We will reply!! Subscribe to the show on iTunes itunes.apple.com/us/podcast/learn…ver/id1049159321

¿Por qué es importante el Customer Success Management (CSM) ? Según  en la actualidad hay cerca de 5,500 puestos de trabajo para el rol de Customer Success Manager (CSM), lo cual lo convierte en una pieza importante dentro de las empresas y que no sólo es gestionar activamente las relaciones con los clientes para fortalecer estas, tampoco se trata de tener la mejor tecnología, básicamente se trata de un enfoque multidisciplinario. En este episodio , Customer Success Manager de , nos da una explicación de que se trata esta posición y de cómo se presenta desde la perspectiva de la famosa empresa de Inbound Marketing basada aquí en Boston. Durante la conversación conversamos acerca de gestionar la relación con el cliente, educarlo, hacer de coaches, seguir de cerca la satisfacción de este, así como también identificar necesidades y oportunidades de venta. 

¿Por qué es importante el Customer Success Management (CSM) ? Según  en la actualidad hay cerca de 5,500 puestos de trabajo para el rol de Customer Success Manager (CSM), lo cual lo convierte en una pieza importante dentro de las empresas y que no sólo es gestionar activamente las relaciones con los clientes para fortalecer estas, tampoco se trata de tener la mejor tecnología, básicamente se trata de un enfoque multidisciplinario. En este episodio , Customer Success Manager de , nos da una explicación de que se trata esta posición y de cómo se presenta desde la perspectiva de la famosa empresa de Inbound Marketing basada aquí en Boston. Durante la conversación conversamos acerca de gestionar la relación con el cliente, educarlo, hacer de coaches, seguir de cerca la satisfacción de este, así como también identificar necesidades y oportunidades de venta. 

My guest for Episode 89 of The Startup Playbook Podcast is Anthony Kennada, the CMO of Gainsight. Anthony started his career in Business Development where he joined Box as employee number 37. He then took on a senior product manager role at Symantec after their acquisition of Live Office before joining Gainsight as employee number 19 to start the marketing team for the business, where he is now the Chief Marketing Officer of the company. Gainsight is the world's leading Customer Success Management platform, helping businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight has been recognized by Forbes as one of the top 100 private cloud companies in the world (2016 & 2017) and by Deloitte as #7 on the Technology Fast 500 (2016), among many other accolades. To date the company has raised over $150M in VC funding from leading funds such as Battery Ventures, Bain Capital Ventures, Bessemer Venture Partners, Lightspeed Venture Partners, Summit Partners, Salesforce Ventures, Cisco Investments and other top-tier Silicon Valley investors. I had a lot of fun recording this interview and we covered a range of topics across marketing for startups including: The compounding value of community Risk taking for B2B marketers When startups should build brand The challenges of building out a new category Marketing from 1st principles   WATCH ON YOUTUBE PLAYBOOK MEDIA – Growth through Data-Driven Storytelling THE E-COMMERCE PLAYBOOK ACCELEPRISE AUSTRALIA STARTUP PLAYBOOK HUSTLE APPLICATION    Show notes: - Box - Nick Mehta - Symantec - "Who's fired Up" - Rap song - Carpool Karaoke - Customer Success edition - Al Ramadan - Play Bigger - Geoffrey Moore - Aaron Levie  - Tien Tzuo - Pulse Conference (Sydney) - Anthony Kennada (Twitter) - Anthony Kennada (LinkedIn) Feedback/ connect/ say hello:  Rohit@startupplaybook.co @playbookstartup (Twitter) @rohitbhargava7 (Twitter – Rohit) Rohit Bhargava (LinkedIn) Credits: Intro music credit to Bensound Other channels: Watch the video on Youtube here. Don't have iTunes? The podcast is also available on Stitcher & Soundcloud The post Ep089 – Anthony Kennada (CMO – Gainsight) on marketing from first principles appeared first on Startup Playbook.

Tools helfen dir im Sales-Prozess, die Effizienz und Erfolgswahrscheinlichkeit deines Vertriebsteams zu verbessern. Egal ob ganz zu Beginn in der Phase des Lead Nurturings oder wenn es bei gewonnenen Kunden um Customer Success Management geht. Was du dazu benötigst, was wirklich wichtig ist und welche Tools ganz konkret zum Einsatz kommen, verrät dir Sales-Experte Gero Decker in dieser Episode. Du erfährst... 1) …welche Analysetools es im Sales gibt 2) …wie und mit welchen Tools Lead Nurturing funktioniert 3) …wie professionelles Prospecting funktioniert 4) …welche Rolle CRM-Systeme im Sales-Prozess einnehmen 5) …wie und mit welchen Tools Customer Success Management funktioniert

The explosion of Membership and Subscription based businesses, driven by customer shopping preferences and advances in technology, over the last five years have begun to redefine how some companies interact with their customer base. Unlike old economy business, where a customer shopped in your store once and you hoped and prayed they returned sometime in the near future, in the new economy [Membership/Subscription] businesses if you don't take a proactive approach to managing customers, you're basically conceding to your competitor. This need proactive manage customers and ensure that they have an easy and stress free user experience has created the need for a new role on the market - the Customer Success Manager.  The Customer Success professional market is exploding, so whether you have a vision to start a SaaS based business and want to learn WHY you must leverage a CSM team from the beginning or whether you are not quite ready to make the business jump yet but want to learn CSM, in this episode I discuss: What is Customer Success Management and the (3) emerging building blocks of CSM. (3) reasons why CSM is important for Membership or Subscription based businesses Why CSM is a great career move if you want o start a SaaS in the future.    Show Notes: http://NewClassRising.com/137 Follow me on Twitter: HectorJ_Mises Subscribe on YouTube: New Class Rising Channel  

We talk about personality tests, and how they can guide your career path. Daniel is taken in by 16personalities.com. John wonders how to solve for his many shortcomings, and wonders if Daniel will be promoted to the level of his own incompetency. AND THEN DANIEL GETS ENGAGED. Hit us up on Twitter! Fits and Starts - @fits_and_starts Daniel - @dcoulbourne John - @johnrudolphdrex Links: - [down to chill | belz](https://belz.blog/2013/11/24/down-to-chill/ "down to chill | belz") - [Aaron Belz (@aaronbelz) | Twitter](https://twitter.com/aaronbelz?lang=en "Aaron Belz (@aaronbelz) | Twitter") - [Patton Oswalt - Wikipedia](https://en.wikipedia.org/wiki/Patton_Oswalt "Patton Oswalt - Wikipedia") - [Shark Tank (TV Series 2009– ) - IMDb](http://www.imdb.com/title/tt1442550/ "Shark Tank (TV Series 2009– ) - IMDb") - [Mark Cuban - Wikipedia](https://en.wikipedia.org/wiki/Mark_Cuban "Mark Cuban - Wikipedia") - [Barbara Corcoran - Wikipedia](https://en.wikipedia.org/wiki/Barbara_Corcoran "Barbara Corcoran - Wikipedia") - [Robert Herjavec - Wikipedia](https://en.wikipedia.org/wiki/Robert_Herjavec "Robert Herjavec - Wikipedia") - [Free personality test, type descriptions, relationship and career advice | 16Personalities](https://www.16personalities.com/ "Free personality test, type descriptions, relationship and career advice | 16Personalities") - [Myers–Briggs Type Indicator - Wikipedia](https://en.wikipedia.org/wiki/Myers%E2%80%93Briggs_Type_Indicator "Myers–Briggs Type Indicator - Wikipedia") - [Depersonalization - Wikipedia](https://en.wikipedia.org/wiki/Depersonalization "Depersonalization - Wikipedia") - [Depersonalization disorder - Wikipedia](https://en.wikipedia.org/wiki/Depersonalization_disorder "Depersonalization disorder - Wikipedia") - [David Allen's Getting Things Done® Methodology](http://gettingthingsdone.com/ "David Allen's Getting Things Done® Methodology") - [OmniFocus - task management for Mac, iPad, and iPhone - The Omni Group](https://www.omnigroup.com/omnifocus "OmniFocus - task management for Mac, iPad, and iPhone - The Omni Group") - [PewDiePie - Wikipedia](https://en.wikipedia.org/wiki/PewDiePie "PewDiePie - Wikipedia") - [Theres No Such Thing As An Old Junkie - YouTube](https://www.youtube.com/watch?v=ed2qAFfLlHY "Theres No Such Thing As An Old Junkie - YouTube") - [Agile software development - Wikipedia](https://en.wikipedia.org/wiki/Agile_software_development "Agile software development - Wikipedia") - [Max Temkin (@MaxTemkin) | Twitter](https://twitter.com/MaxTemkin?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor "Max Temkin (@MaxTemkin) | Twitter") - [Up or out - Wikipedia](https://en.wikipedia.org/wiki/Up_or_out "Up or out - Wikipedia") - [Thetan - Wikipedia](https://en.wikipedia.org/wiki/Thetan "Thetan - Wikipedia") - [Laravel - Wikipedia](https://en.wikipedia.org/wiki/Laravel "Laravel - Wikipedia") - [Taylor Otwell (@taylorotwell) | Twitter](https://twitter.com/taylorotwell?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor "Taylor Otwell (@taylorotwell) | Twitter") - [Macklemore - Wikipedia](https://en.wikipedia.org/wiki/Macklemore "Macklemore - Wikipedia") - [Waterfall model - Wikipedia](https://en.wikipedia.org/wiki/Waterfall_model "Waterfall model - Wikipedia") - [Minimum viable product - Wikipedia](https://en.wikipedia.org/wiki/Minimum_viable_product "Minimum viable product - Wikipedia") - [The Definition of Customer Success Management](http://www.customersuccessassociation.com/definition-customer-success-management/ "The Definition of Customer Success Management") - [What is the Trough of Sorrow, Anyway? – Bounde – Medium](https://medium.com/@BoundeHQ/what-is-the-trough-of-sorrow-anyway-d81c32023668 "What is the Trough of Sorrow, Anyway? – Bounde – Medium") - [Psalm 23:4 Even though I walk through the darkest valley, I will fear no evil, for you are with me; your rod and your staff, they comfort me.](http://biblehub.com/psalms/23-4.htm "Psalm 23:4 Even though I walk through the darkest valley, I will fear no evil, for you are with me; your rod and your staff, they comfort me.") - [SWOT analysis - Wikipedia](https://en.wikipedia.org/wiki/SWOT_analysis "SWOT analysis - Wikipedia") - [Core Values List with 500 Examples : Threads](http://www.threadsculture.com/blog/company-culture/core-values-list-threads/ "Core Values List with 500 Examples : Threads") - [Merger T-Shirt - YouTube](https://www.youtube.com/watch?v=BwzcBZrM3Js "Merger T-Shirt - YouTube") - [LOTR The Return of the King - "I Can't Carry It For You... But I Can Carry You" - YouTube](https://www.youtube.com/watch?v=BKIgv8AhffA "LOTR The Return of the King - ") - [Human-centered design - Wikipedia](https://en.wikipedia.org/wiki/Human-centered_design "Human-centered design - Wikipedia") - [Disruptive innovation - Wikipedia](https://en.wikipedia.org/wiki/Disruptive_innovation "Disruptive innovation - Wikipedia") - [Gamification - Wikipedia](https://en.wikipedia.org/wiki/Gamification "Gamification - Wikipedia") - [Influencer marketing - Wikipedia](https://en.wikipedia.org/wiki/Influencer_marketing "Influencer marketing - Wikipedia") - [Synergy - Wikipedia](https://en.wikipedia.org/wiki/Synergy "Synergy - Wikipedia") - [Diversification (finance) - Wikipedia](https://en.wikipedia.org/wiki/Diversification_(finance) "Diversification (finance) - Wikipedia") - [Mergers and acquisitions - Wikipedia](https://en.wikipedia.org/wiki/Mergers_and_acquisitions "Mergers and acquisitions - Wikipedia") - [Creative Collisions: How to Spark a New Idea](https://www.fastcompany.com/1282973/creative-collisions-how-spark-new-idea "Creative Collisions: How to Spark a New Idea")

For many business-to-business (B2B) companies, selling new products and services to current customers is the pathway to growth. To get customers to spend more, though, B2B firms must prove they've given customers a valuable experience. Enter customer success management (CSM). Emerging from the tech industry, this new discipline seeks to ensure that the value B2B […] The post 82: Customer Success Management Is The Key To Outstanding B2B Customer Experiences appeared first on The CX Cast ® by Forrester.