Podcasts about customer success team

When it comes to Software as a Service (SaaS) business, customer success plays a crucial role in keeping a business healthy and thriving. It's not just about acquiring new customers; it's equally important to ensure that existing customers are satisfied and see the value in your product. Customer success focuses on enhancing customer experiences and encouraging effective product usage, while customer support addresses immediate issues as they arise. Together, these components work harmoniously to maximize customer satisfaction and minimize churn. In this exciting episode of the Grow Your B2B SaaS podcast, Host Joran Hofman welcomes back Mike Dry, the VP of Customer Success and Support at Dealfront, for a deep dive into how to leverage customer success for SaaS growth. Discover powerful insights on tackling churn, fostering collaboration, and honing your strategic thinking.  Key Timestamps (0:00) - Introduction to Customer Success and Churn (0:51) - Mike Dry's Background  (1:35) - Difference Between Customer Success and Support (3:06) - Importance of Linking CS and Support for Clients (4:03) - Understanding Customer Churn in SaaS (7:31) - Learning from Churn to Improve Customer Experience (10:12) - Foundational Customer Success Strategies for Startups (13:09) - Identifying Gaps Between Product and Customer ROI (15:23) - Responsibilities of a Customer Success Manager (15:42) - Hiring Your First CSM: When and Why (18:40) - Transitioning to Mid-Stage: Reducing Churn (21:50) - Reporting Churn Insights and Prioritization (24:16) - Defining and Utilizing Ideal Customer Profiles (ICP) (26:06) - Building a Customer Success Team in Mid-Stage (28:57) - Scaling Customer Success Without Linear Hiring (30:37) - Leveraging Automation in Customer Success (32:49) - Cross-Functional Collaboration for Expansion Revenue (35:22) - Advice for Early Stage: Climbing to 10K MRR (36:14) - Advice for Scaling to 10 Million ARR (37:57) - General Advice for Customer Success Professionals

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."

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to implement these practices at LogicGate and Transcend.Mentioned ResourcesTranscendPavilion Sales Assembly LogicGate PwC Notion Gong    UserGems Bose Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Retention bringt Revenue. Aber wie sieht effektives Customer Marketing aus? Welche Aufgaben hat ein Customer Success Team und welche nicht? Diese Fragen klären Tim und Matthis in einer Must-Watch-Folge für Companies, die mit Retention kämpfen. Jetzt reinhören!

Bruce Bignell talks to Anton Patrai, Head of Growth at TimelinesAI. TimelinesAI is a WhatsApp management solution for multiple numbers. TimelinesAI helps businesses with multiple individual numbers gain 360° visibility & boost performance on WhatsApp. Covering: - Introducing TimelinesAI - How TimelinesAI & Pipedrive integrate - Best use cases for TimelinesAI - Top-tips for new users - Best-practices for advanced users ‍ ⚡️ Try TimelinesAI for free ⚡️ https://timelines.ai Get 30 days FREE, a dedicated Customer Success Team to give your hints and tips on how to intergrate Ai into the platform ‍ ⚡️ Considering Pipedrive? ⚡️ Try Pipedrive for a free now Get a FREE 90 minute Session with an Evolve Pipedrive Expert to help you get started ‍ ⚡️ Evolve Sales OS ⚡️ Hand-picked best in class Sales Apps, with over 4 hours of FREE content from industry experts and Founders, designed to help you sell more: https://www.weevolvebusiness.com/evolve-sales-os

Elinor is definitely driven professionally and personally. She's been studying, exploring and researching how or why she feels as though she had lost her true self, and now she's doing something about it. She's written several books, won many awards for her approach and understanding of bringing "the best of you" forward and getting the best payoff possible.  This approach has helped many  personally, which in turn has helped them professionally.There's no doubt about it, Elinor and her mother, have lots of issues, as do many  sons and daughters. Elinor explained how her mother's love came with "strings attached and/or waiting for the other shoe to drop." It started when Elinor was very young, four years old, and she realized that she was unable to speak her truth. She became the martyr always trying to save her mother.Through hypnosis, and an analysis of  her female  lineage from her mother's side of the family, she came to understand that "they had forgave their desires and they had all forgone their dreams and my guest didn't want to continue down this spiral. She wanted to break this chain and be a spirited, wise and inspirational voice for others.Lots more to this story and you're able to learn more from Elinor on her podcast, Deconstructing YOU.  In 2025, "Powerhouse In Prison" Elinor's next book will be published and she goes into details about "the mental shackling that diminishes the experience of yourself and how that plays out. When you break the ceiling, the walls come caving in."  She admits, "she had to break down to break out."Hope you enjoy this conversation. Please like and leave a review on Apple podcasts, YOUTUBE or where ever you listen.Customer Success Team:elinormoshe.comDiscover MoreLINKEDIN: - elinor-moshehttps://www.linkedin.com/in/elinor-moshe/INSTAGRAM:https://www.instagram.com/elinormoshe_YOUTUBE:https://www.facebook.com/theconstructioncoachaus "Should Have Listened To My Mother" is an ongoing conversation about mothers and the roles they play in our lives. And my guests answer the question, 'are you who you are today because of, or in spite of, your mother'? You'll be amazed at what the responses are."Should Have Listened To My Mother" would not be possible without the generosity, sincerity and insight from my guests. In getting ready to launch my podcast, so many were willing to give their time and share their personal relationships with their mother.Some of my guests include Baritone Singer Christopheren Nomura, Pulitzer Prize Winning Journalist Tim Wacker, Activist Kim Miller, Freighter Sea Captain Terry Viscount, Film Production Manager Peg Robinson, Professor of Writing Montclair State University Dr. Bridget Brown, Tammy Steckler, attorney and family advocate @CUNY Law; NYC First Responder/NYC Firefighter Mark Heingartner, Child and Adult Special Needs Activist, Maryellen Valyo Cole and Roger Evens, Property Manager in New Jersey and so many more talented and insightful women and men.I've worked in the broadcasting industry for over four decades. I've interviewed so many fascinating people including musicians, celebrities, authors, activists, entrepreneurs, politicians and more.A big thank you goes to Ricky Soto, NYC based Graphic Designer, who created my logo for "Should Have Listened To My Mother".Check out my website for more background information: https://www.jackietantillo.com/Or more demos of what's to come at https://soundcloud.com/jackie-tantilloFind audio versions of the podcast here: https://shltmm.simplecast.com/Spotify Link: https://open.spotify.com/show/60j14qCcks4AP3JUrWrc2MLink to website and show notes: https://shltmm.simplecast.com/ Spotify Link: https://open.spotify.com/show/60j14qCcks4AP3JUrWrc2M Apple Podcasts Facebook:Should have listened to my motherJackie TantilloInstagram:Should have listened to my motherJackietantillo7LinkedIn:Jackie TantilloYOUTUBE:Should have listened to my mother

Are you looking to drive revenue as a customer success team? With Emma, we talk about exactly that along with setting effective team quotas and compensation plans. We also go into Emma's customer success journey. In addition, you'll hear about her customer success team, how it has been achieving the quotas and what works well for her customer success managers.Emma is Vice President of Customer Success at RELEX, building and scaling high-performing CS teams in a hypergrowth business environment. She's passionate about building and scaling a world-class CS team that breaks boundaries and drives outstanding customer value and revenue growth.What you'll learn from this episode:Strategies for driving revenue as a CS teamWhat it means to be entrepreneurial as a CSMHow to set team quotas and compensation plansBuilding business acumen as a Strategic Customer Success ManagerAlthough what first comes to mind about Customer Success is customer retention, advocacy and enablement, it's worth highlighting that revenue growth is also among those main goals - hand in hand with efficiency improvement. So, make sure you put this episode of the Women in Customer Success podcast on your playlist and make use of the things we cover in it. Follow Emma! This episode was brought to you by Deployflow.__________________________________________________About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. Follow:Women in Customer Success - Website - womenincs.co - LinkedIn - linkedin.com/company/womenincs - Instagram: https://www.instagram.com/womenincs.co/ - Podcast page - womenincs.co/podcast - Sign Up for PowerUp Tribe - womenincs.co/powerup Host Marija Skobe-Pilley - Website - https://www.marijaskobepilley.com/ - LinkedIn - https://www.linkedin.com/in/mspilley/ - Coaching with Marija: http://marijaskobepilley.com/programs - Get a FREE '9 Habits of Successful CSMs' guide https://www.marijaskobepilley.com/9-habits-freebie

Kennst du auch das Problem, dass deine Keywords einfach nicht konvertieren wollen? Unser Host Florian und Anna Waag aus dem Customer Success Team von ADFERENCE beantworten dir diese Frage und erklären dir, wie du vorgehen solltest, wenn deine Keywords nicht performen und geben dir wertvolle Tipps, was du konkret dagegen tun kannst.Alle Themen der Episode im Überblick: Intro (00:00 - 01:36) Das ist Anna Waag (02:24)Warum sind Keywords im Amazon PPC Game überhaupt so wichtig? (05:15)Analysiere, warum deine Keywords einfach nicht konvertieren (10:51)Das sind 5 mögliche Ursachen, warum deine Keywords nicht performen (19:53)10 Tipps, wie du nicht konvertierende Keywords optimierst (25:43)Zusammenfassung und Fazit (45:44)Links & Ressourcen:Folge 163 “Deine Keywords konvertieren nicht? Das kannst du jetzt tun”Longtail-Keywords für noch mehr Amazon PPC Performance Anna Waag auf LinkedInFrisch aktualisiert: Der Ultimative Amazon PPC Starter GuideFragen & Anregungen:Hintergründe sowie weiterführende Informationen zum Podcast findest du unter: https://www.adference.com/podcast-vitamin-aFür Fragen und Feedback komm in unsere Discord Community: https://adference.com/discord oder schreib uns: vitamin-a@adference.com

Die Themen im heutigen Versicherungsfunk Update sind: Versicherer beziehen Sturzflutgefahr in ihre Risikomodelle ein Die Versicherer wollen die Gefahr von Sturzfluten künftig in ihren Risikomodellen mit berücksichtigen. Die neuen Informationen sollen anschließend in das Geoinformationssystem ZÜRS Geo einfließen. „Die Integration der Sturzflutdaten ist für 2025 geplant“, kündigt Anja Käfer-Rohrbach, die stellvertretende Hauptgeschäftsführerin des GDV, an. R+V erzielt eines der besten Konzernergebnisse Der R+V Konzern beendete das Geschäftsjahr 2023 mit einem sehr guten Ergebnis vor Ertragssteuern (IFRS) von 933 Millionen Euro. 2022 waren es noch 196 Millionen Euro. Nach HGB-Rechnungslegung konnte das Ergebnis vor Steuern von 120 Millionen Euro auf 195 Millionen Euro verbessert werden. Das Beitragsvolumen ist um 1,5 Prozent auf 19,8 Milliarden Euro gestiegen. Während das Geschäft in der Schaden-/Unfallversicherung um 5,6 Prozent und in der Krankenversicherung um 6,7 Prozent weiter zulegte, verzeichnete die R+V in der Lebens- und Pensionsversicherung im weiterhin schwierigen Marktumfeld einen Rückgang. blau direkt bekommt neuen Chief Sales Officer Der Lübecker Maklerpool blau direkt besetzt die Position des Chief Sales Officers (CSO) neu. Stefan Bachmann soll die Leitung der Abteilungen Sales, Support und Key Account Management übernehmen und den Ausbau der Geschäftsfelder institutioneller Kunden - vor allem im Bereich Bancassurance - weiterentwickeln. Bachmann hat in seiner Laufbahn unter anderem den Payment-Service-Provider Payone aufgebaut. You Are We startet neuartigen Onlineshop Die You Are We GmbH hat den Launch ihres Onlineshops bekannt gegeben. Dieser bietet Kern-Services der Beratungs- und Umsetzungsboutique für die Versicherungswirtschaft, wie Entwicklung digitaler Geschäftsmodelle. Ebenso beinhaltet er spezialisierte Produkte wie digitale Antragsstrecken, Design Sprints und die Erstellung von Social Media Redaktionsplänen für Versicherungsunternehmen. Diese Dienstleistungen können nun einfach online gebucht werden. Thinksurance ernennt Head of Customer Success Thinksurance baut sein Führungsteam weiter aus und schafft die Rolle des Head of Customer Success. Aneta Ziegenfuss Bertsouklis soll das nutzerorientiere Ausrichtung vorantreiben. Sie hat zuletzt das Customer Success-Team des amerikanischen Software-Unternehmens Productboard geleitet. VHV bleibt an Spitze bei Kfz- & Flottenversicherung Die aktuellen Favoriten der Versicherungsmakler im Bereich der privaten Kfz- und Flottenversicherung bestätigen ihre Position als Top-Anbieter aus dem Vorjahr. Die Ergebnisse der Studie "AssCompact AWARD – Private Kfz- & Flottenversicherung 2024" legen nahe, dass sich die Branche auf Bewährtes verlässt. Im Bereich der privaten Kfz-Versicherung behält die VHV ihren Spitzenplatz beim Geschäftsanteil, gefolgt von der R+V Gruppe und der Itzehoer. Auch in der Flottenversicherung steht die VHV auf Platz 1 und kann damit die R+V Gruppe auf den Silberrang verdrängen. Die Allianz verteidigt ihren Bronzerang.

Dein Update zur Digitalisierung der Versicherungsbranche. In dieser Folge des Digital Insurance Podcast spricht Jonas Piela mit Anke Sielker, Head of Insurance EMEA APAC von ICEYE. Bei ICEYE handelt es sich um eine finnische, international tätige Satellitenfirma. Sie liefern wertvolle Daten zu Flutkatastrophen, Großbränden uvm. für Versicherer. Das Unternehmen verfügt über rund 600 Mitarbeiter. Der Klimawandel bringt neue Herausforderungen mit sich. Desaster wie die große Flutkatastrophe 2021 werden sich in Zukunft häufen. ICEYE kann Versicherern dabei helfen, Naturkatastrophen zu antizipieren und damit verknüpfte Prozesse zu optimieren. Die Satelliten von ICEYE visualisieren mittels Radarwellen die Erdoberfläche in Form eines 3D-Bildes. Das GIS-File wird Versicherern samt zusätzlicher Daten aus öffentlichen Quellen zugesandt. Anke erklärt, dass die meisten Versicherer bereits Erfahrungen mit der Auswertung von Satellitendaten haben. Für die anderen stünde zudem ein Customer Success Team bereit. Durch diese Daten wird es Versicherern ermöglicht, Katastrophen retrospektiv zu analysieren sowie zu antizipieren. Kunden können Nachrichten zugeschickt werden, die sie auf eine Naturkatastrophe vorbereiten. ICEYE verschickt seinen Kunden hierzu ebenfalls E-Mails und versorgt sie mit aktuellen Informationen. Links in dieser Ausgabe Zur Homepage von Jonas Piela Zum LinkedIn-Profil von Jonas Piela #daten #digitalisierung #satellieten #klimawandel

47e6GvjL4in5Zy5vVHMb9PQtGXQAcFvWSCQn2fuwDYZoZRk3oFjefr51WBNDGG9EjF1YDavg7pwGDFSAVWC5K42CBcLLv5U OR DONATE HERE: www.monerotalk.live/donate or get Monerotopia24 tickets here: monerotopia.com Speaker: Grafton Clark (Head of Customer Success Team, SatoshiLabs) Links: https://satoshilabs.com https://linkedin.com/in/graftonclark Watch on YouTube (https://youtu.be/s8GdZq2TZ_A) TELEGRAM: https://t.me/monerotopia MATRIX: https://matrix.to/#/%23monerotopia%3Amonero.social MoneroTopia23 Confer Vids: ODY: https://odysee.com/@MoneroTalk:8/Monerotopia23:8 TY: https://youtube.com/playlist?list=PLfJ_JjSwYaa810CWboNcPX7cY-JYEWo-4 A SUPER Thank you to CakeWallet.com and Monero.com for being the Main Stage Sponsor! https://twitter.com/cakewallet https://twitter.com/monerocom ITUNES: https://apple.co/34W7FVp SPOTIFY: https://spoti.fi/2t1y9b4 STITCHER: https://bit.ly/2tUcIck ODYSEE: https://bit.ly/3bMaFtE WEBSITE: https://www..Monerotopia.com CONTACT: monerotopia@protonmail.com Mastedon: @Monerotopia@mastodon.social TWITTER: https://twitter.com/monerotopia INSTAGRAM: https://www.instagram.com/monerotopia/ DOUGLAS: https://twitter.com/douglastuman SUNITA: https://twitter.com/sunchakr

Kendyl Campbell , a director of strategic partnerships, emphasized the importance of bridging the information gap between companies, field operations, and financials. She highlighted the potential for cost savings by integrating systems to eliminate the information gap and shared her role in creating the "Dirty Boot Show" podcast, aiming to connect the construction industry and share insights. Kendyl also expressed professional admiration for Sarah Blakely, founder of Spanx. Kendall Campbell spent many years in and around the construction industry before joining Assignar in 2020, implementing dozens of strategic enterprise accounts with complex integrations. She quickly rose through the ranks to lead the Customer Success Team in 2022 before becoming Director of Strategic Partnerships. Currently, Kendy is helping sell value across complex software ecosystems, ultimately solving the information gap between companies' field operations and financials-- selling some of our largest deals globally. Kendyl was awarded the 2022 Customer Custodian Award in North America, and she can now be heard as one of our hosts on Assignar's The Dirty Boots Show.

Kendyl Campbell , a director of strategic partnerships, emphasized the importance of bridging the information gap between companies, field operations, and financials. She highlighted the potential for cost savings by integrating systems to eliminate the information gap and shared her role in creating the "Dirty Boot Show" podcast, aiming to connect the construction industry and share insights. Kendyl also expressed professional admiration for Sarah Blakely, founder of Spanx. Kendall Campbell spent many years in and around the construction industry before joining Assignar in 2020, implementing dozens of strategic enterprise accounts with complex integrations. She quickly rose through the ranks to lead the Customer Success Team in 2022 before becoming Director of Strategic Partnerships. Currently, Kendy is helping sell value across complex software ecosystems, ultimately solving the information gap between companies' field operations and financials-- selling some of our largest deals globally. Kendyl was awarded the 2022 Customer Custodian Award in North America, and she can now be heard as one of our hosts on Assignar's The Dirty Boots Show.

Ensuring nonprofit customers maximize the value of their software investment.SHOW NOTESTechnology permeates our lives, connecting us to the world and one another. For nonprofits, technology serves as a vital conduit for fostering connections between their mission and their donors. While technological advancements have significantly accelerated in the nonprofit sector over the past decade, the pace of innovation shows no signs of slowing.Nonprofits are focused on navigating this landscape, conducting thorough research, assessing solutions, and updating their tech infrastructure to remain competitive. Yet, the journey doesn't end once the technology is adopted. Software companies have an important role beyond implementation; they must support their customers in optimizing the value of their software investment. This is the true meaning of customer success.Meet Customer Success Managers Ashley Sanregret and Ryan Love. They know a thing or two about nonprofit success having come from organizations like Big Brothers Big Sisters and Make-A-Wish. Their passion, empathy, and leadership drive the service and support they deliver to their customers. Fueled by creativity and determination, they are committed to helping customers achieve fundraising success, serving as their greatest cheerleaders.Tune in to discover their journey to OneCause, their strong collaborative spirit, as well as their pride and humility. Learn about their innovative ideas for maximizing the potential of the OneCause Fundraising Platform. Plus, find out how Ryan met the show's host! With Ashley and Ryan committed to fundraising success, OneCause customers are in excellent hands.In this episode:Explore Ashley and Ryan's favorite features of the OneCause Fundraising PlatformDive into inspiring customer success stories shared by Ashley and RyanDiscover unique and innovative ways OneCause software is being deployedLearn about actions that OneCause customers should be taking but might be overlooking

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

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process. Learn more about setting your 2024 team and plans up for the best possible outcome. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process. Learn more about setting your 2024 team and plans up for the best possible outcome. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

A company-wide commitment to customer success is essential for your business. But remember: it starts with you. In this solocast, Jim Barnish gets into actionable strategies for growth-stage companies building their first customer success team. Some of what Jim gets into: When A Company Scales, Sometimes Customers Get Left Behind: Problematically, many growth-stage companies prioritize acquiring new customers over customer success. They invest heavily in marketing and sales, yet overlook their legacy customers. While initially fruitful, this approach often overlooks the long term value of nurturing and retaining your customers. Hire Someone Who Knows Their Sh!t: To start building your customer success team right, be sure to hire a leader who knows the distinctions between the following: customer success, customer support, and sales. These functions seem similar, yet they have vastly different goals. Customer Metrics Are Your Roadmap to Success: It's crucial that you track metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT). These metrics are vital in understanding if your product/service is resonating with customers, and if your customers are satisfied. About The Dirt Podcast The Dirt is about getting real with businesses about the true state of their companies and going clear down to the dirt in solving their core needs as a business. Dive deep with your host Jim Barnish as we uncover The Dirt with some of the world's leading brands.If you love what you are getting out of our show please subscribe.For more information on how we dig into the dirt check out our other episodes here: https://www.orchid.black/podcastAbout Our CompanyOrchid Black is a new kind of growth services firm. We partner with tech-forward companies to build smarter, better, game-changing businesses. Website: https://www.orchid.black LinkedIn: https://www.linkedin.com/company/orchidblack/ YouTube: https://www.youtube.com/@OrchidBlack All contents of this show are rights of Orchid Black©️ and are not to be used unless authorized by written consent.

Personio ist in den letzten Jahren unfassbar schnell gewachsen. Doch wie hat das Team um Mitgründer und COO Jonas Rieke das geschafft? Wir schauen auf das Erfolgsrezept – und welche Rolle Customer Success dabei gespielt hat. ALLES ZU UNICORN BAKERY:https://zez.am/unicornbakeryWas du lernst:Als Startup Vertrauen bei großen Kunden aufbauenWie wird man ein guter COO?Wie priorisiert man als Startup Customer Needs in der Produktentwicklung? Wie baut man das Customer Success Team auf und wie definiert Personio überhaupt Customer Success?Jonas Rieke, PersonioLinkedIN: https://www.linkedin.com/in/jonasrieke Personio: https://www.personio.com/ WHATSAPP NEWSLETTER:1-2x wöchentlich bekommst du eine persönliche Sprachnotiz oder Inhalte von mir, die dich zu einem besseren Gründer machen, melde dich jetzt mit einem Klick an: https://bit.ly/ub-whatsapp-newsletter (00:00:00) Was macht das mit dem Gründer, wenn von außen zwanghaft nach negativen Schlagzeilen gesucht wird?(00:05:32) Welche Rolle spielt Profitabilität für euch?(00:08:49) Was hat euch als Firma wachsen lassen & was waren eure größten Learnings zu Pricing und Packaging?(00:16:09) Wie sucht ihr passende Leute für Executive Positionen?(00:24:09) Wie bist du über die Jahre ein guter COO geworden und welche Entwicklung war dafür nötig? Welche Hebel sind als COO am größten?(00:29:52) Was gehört für dich zu Customer Success dazu?(00:35:02) Wie habt ihr anfangs Customer's Needs priorisiert?(00:40:52) Welchen Kunden macht ihr was möglich?(00:43:35) Mythen zum Customer Success Hosted on Acast. See acast.com/privacy for more information.

„So funktioniert Customer Success!“ In dieser Folge ist Pia Schümann-Hoppe zu Gast. Pia ist Director Customer Success CEMEA bei Seismic. Pia Schümann-Hoppe kam im Dezember 2022 als Director Customer Success CEMEA zu Seismic und ist verantwortlich für Produktakzeptanz und -nutzung sowie Kundenbindung und -wachstum. Zuvor arbeitete Pia bei der Xeneta GmbH, wo sie das europäische Customer Success Team leitete, sowie in mehreren anderen Business-Positionen, die sich auf den Aufbau und die Erweiterung strategischer Partnerschaften konzentrierten. Zu folgenden Themen bekommt ihr Tipps und Insights: Wofür braucht man Customer Success Wie du eine erfolgreiche Customer Success Strategie implementierst Zusammenarbeit Customer Success und Sales Welche Metriken sind relevant Zukünftige Trends bei Customer Success Hier geht es zum TAM Leadership Programm: https://bit.ly/44wyWgG Hier geht es zu SDRs of Germany: https://www.sdrsofgermany.com

In this STtalks episode, we sit down with Justin Fix, AcuFast Director of Customer Success to discuss the vision behind AcuFast and how their Customer Success Team helps their producers achieve their own goals.

Gallup studies show that 82% of B2B customers are indifferent, disengaged or actively looking to replace a vendor. Yet, many companies still put a greater emphasis on building a pipeline vs. protecting and expanding key accounts.In this podcast, customer success expert, Kristi Faltorusso, joined Kristina Jaramillo to discuss the state of customer success and how account retention and expansion is an organization-wide issue. 

Competition is fierce in an overloaded world of endless platforms, solutions, apps, and more. So our reputation holds immense importance as it can make or break the success of our businesses. Helping to elevate the reputation of your apps is AppFollow. Karen Taborda, Customer Growth Team Lead, joins us to discuss the company's mission and services. AppFollow is an integrated service for app developers and marketers, focusing on app review management, app store optimization, and providing actionable insights for product managers. AppFollow serves clients across all industries, including companies like Meta and their apps such as Facebook and WhatsApp. AppFollow has implemented a range of growth initiatives to expand its reach and cater to potential clients. Their website plays a pivotal role in drawing in leads by providing a user-friendly platform that simplifies the complex nature of app solutions. With a strong focus on search engine optimization (SEO), AppFollow generates informative and valuable content, including webinars and case studies, to engage with its audience. By collaborating with both the Customer Success Team and the marketing team, they ensure the delivery of insights on optimizing experiences, their platform, and services. Additionally, AppFollow leverages community channels and social media platforms to enhance their visibility. 

תפקיד ה   Customer Success Manager   נולד לפני למעלה מ 20 שנה, במסדרונות של חברות אנטרפרייז או שעמדו להפוך לכאלה, כאשר הן הבחינו בבריחת לקוחות ובעצירת הגדילה לה ציפו.עם השנים, חברות קטנות ואפילו סטארטאפים בתחילת דרכן, הבינו את הערך בתפקיד הזה והתחילו לגייס אליהן Customer Success Manager. אבל מהר מאוד התבררו הפערים בין התפקיד בחברות אנטרפרייז לבין התפקיד בסטארטאפים.הפרק של היום מוקדש כולו להבדלים בעולם ה  Customer Success  בין חברות אנטרפרייז לבין סטארט-אפים, על כל המשתמע מכך.בפרק מתארח עמרי יצחקי, Customer Success Team lead  בחברת סטארטאפ, ויחד אנו מנהלים שיחה מעניינת וכיפית עם טיפים חשובים לארגונים שחושבים להקים צוות של  Customer Success, או כאלה שיש להם כבר Customer Success וגם ל Customer Success managers ולמנהלים שלהם בתחילת דרכם המקצועית.דיברנו על:האתגרים בתחילת הדרך של הקמת מחלקת Customer Successההבדלים המרכזיים בארגון Customer Success בין חברות אנטרפרייז לסטארט-אפיםתובנות שסטארט-אפים יכולים ליישם בהקמת Customer Succcessמדדים בתחילת הדרךגיוס CSMs מתאימים לסוג הארגוןבאיזה סוג אירגון כדי להתחיל לעבוד בתור  Customer Success Manager

In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time. Josh and James discuss:   Evolution of the Customer Success Department at BrazeImportance of specialization in roles and incentive plans tailored to specific rolesMonitoring teamwork through showcases, analytics, and ops teamImportance of personalization and real-time communicationRole of Leadership in career growth

Welcome to season 2 of the This is Growth Podcast! In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season 2 we are shifting gears. The goal of season 2 is to help Customer Success leaders unlock the next level of performance of their Customer Success organisation. I want to help you go from Customer Success to Efficient Customer Success and then reach the holy grail of a truly Scaled CS organisation. These will be a series of conversations with the experts, the people who have been there and done that. Each episode will be packed with tips, honest discussions, and best practices that will take your team to the next level. And we want to help you do that while focusing on the most important aspect of CS: delivering customer outcomes. Get the latest podcast in your inbox by signing up for the This is Growth! newsletter at https://www.daphnelopes.com/ Music: Workday by Scott Dugdale

In this Dear Melissa segment, Melissa Perri answers subscribers' questions about how to respond when people say product development doesn't go fast enough, getting the business to understand that subject matter experts are not the same as PMS, and how to work with a customer success team. Q: I have often heard … stakeholders saying, ‘Product development doesn't go fast enough. Your product team spends too much time thinking; can we do less thinking and more doing?' This usually comes from tech leaders who are more used to IT as a service, and salespeople who always feel we are one feature away from winning our new client. I have learned that trying to evangelize about product discovery is usually a lost battle. …Sometimes discovery, once done, looks obvious and when we avoid the risk, it's hard to prove. …Also, sometimes product people get too deep into discovery, try to validate too many hypotheses. …What do you think here? A: This is a great question and something I do run into a lot with companies. I have also been in the position where people are like, ‘Oh, we don't need discovery or we don't need to do that.' I have realized over time that there is a balance. Here's one thing that might actually help you in this situation. Q: How do you shift the business perspective when they tend to view a subject matter expert as the ideal product manager? As such, the primary value they want is to write contextualized stories for the scrum team. They don't have knowledge of the rest of the discipline and don't want teammates that can go outside that box. That role is typically reserved for the business general manager who is the true CEO of the product A: People don't really understand the role of a product manager and in your case, it sounds like they are definitely operating like product owners and not full product managers. A lot of times people think that product management is like 100% subject matter expertise. …Product managers do need to have some subject matter expertise, but they don't need to have all of it. Here's what I think you should do. Q: My company operates in the B2B space and has grown a lot in a short space of time. In the early days, the product team had daily contact with our customers and dealt with all kinds of customer requests and feedback apart from commercial queries, which were handled by an account management team. As we scaled, the company has created a customer success function, as we recognize that product couldn't handle all inquiries from customers. The customer success team is great and provides fantastic insights on our customers and their needs. However, it can sometimes be difficult to tell where to draw the line and responsibilities of the teams. What is the best way for us to work together collaboratively but with clear distinction of responsibilities?  A: Customer success is the nature of a growing team. You'll always have some kind of customer success, sales team, account management, all that wonderful stuff in a B2B space as you grow. And those teams are actually gold. You know why? Because they deal with all the customer inquiries, all the questions that you can't deal with as you start to scale and as you come up with more and more things that you need to build. Here's what I would do to solidify the team, so everyone knows what is and isn't their responsibility. Resources Melissa Perri on LinkedIn | Twitter MelissaPerri.com | CPO Accelerator

In this Dear Melissa segment, Melissa Perri answers subscribers' questions about how to respond when people say product development doesn't go fast enough, getting the business to understand that subject matter experts are not the same as PMS, and how to work with a customer success team. Q: I have often heard … stakeholders saying, ‘Product development doesn't go fast enough. Your product team spends too much time thinking; can we do less thinking and more doing?' This usually comes from tech leaders who are more used to IT as a service, and salespeople who always feel we are one feature away from winning our new client. I have learned that trying to evangelize about product discovery is usually a lost battle. …Sometimes discovery, once done, looks obvious and when we avoid the risk, it's hard to prove. …Also, sometimes product people get too deep into discovery, try to validate too many hypotheses. …What do you think here? A: This is a great question and something I do run into a lot with companies. I have also been in the position where people are like, ‘Oh, we don't need discovery or we don't need to do that.' I have realized over time that there is a balance. Here's one thing that might actually help you in this situation. Q: How do you shift the business perspective when they tend to view a subject matter expert as the ideal product manager? As such, the primary value they want is to write contextualized stories for the scrum team. They don't have knowledge of the rest of the discipline and don't want teammates that can go outside that box. That role is typically reserved for the business general manager who is the true CEO of the product A: People don't really understand the role of a product manager and in your case, it sounds like they are definitely operating like product owners and not full product managers. A lot of times people think that product management is like 100% subject matter expertise. …Product managers do need to have some subject matter expertise, but they don't need to have all of it. Here's what I think you should do. Q: My company operates in the B2B space and has grown a lot in a short space of time. In the early days, the product team had daily contact with our customers and dealt with all kinds of customer requests and feedback apart from commercial queries, which were handled by an account management team. As we scaled, the company has created a customer success function, as we recognize that product couldn't handle all inquiries from customers. The customer success team is great and provides fantastic insights on our customers and their needs. However, it can sometimes be difficult to tell where to draw the line and responsibilities of the teams. What is the best way for us to work together collaboratively but with clear distinction of responsibilities?  A: Customer success is the nature of a growing team. You'll always have some kind of customer success, sales team, account management, all that wonderful stuff in a B2B space as you grow. And those teams are actually gold. You know why? Because they deal with all the customer inquiries, all the questions that you can't deal with as you start to scale and as you come up with more and more things that you need to build. Here's what I would do to solidify the team, so everyone knows what is and isn't their responsibility. Resources Melissa Perri on LinkedIn | Twitter MelissaPerri.com | CPO Accelerator

Are you efficient at work?   In this episode of The Closing Table podcast, our Customer Success Team provides you with 3 tips to make you a better multi-tasker. They also share common productivity and time-management tips that don't work and explain why.   What we discuss:   02:21: Tips to make you a better multi-tasker 02:47: Tip #1: Making a high-quality to-do list 04:49: Tip #2: Do not let everything live in your head 08:40: What doesn't work for multi-tasking?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

How do you deal with difficult people at work?   In this episode of The Closing Table podcast, our Customer Success Team provides you with 3 tips for dealing with difficult people in commercial real estate. They also share the benefits of adopting these tips and how they can easily be transferred to other industries.   What we discuss:   02:36: Tip #1: Don't take it personally. 06:22: Tip #2: Develop relationships to be on their soft-side 09:52: Tip #3: Be on top of your work 13:25: What are the benefits of adopting these tips?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

Does your service offering serve your community?   In this episode of The Closing Table podcast, our Customer Success Team chats with ProDeal's CEO, Andrew Damico. We chat about the challenges commercial real estate deal teams are facing in this day and age, what ProDeal is doing to meet deal teams' needs, and how ProDeal will be expanding in the near future.   What we discuss:   01:12: Why did Andrew choose the commercial real estate software industry? 04:27: Which challenges are deal teams facing these days? 06:12: How secure are the tools that most deal teams use? 10:20: How can ProDeal expand its usage to more teams?  17:25: What is Andrew most excited about for ProDeal's future?   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

Wonder where to shift your focus when your influx of deals slows down?   In this episode of The Closing Table podcast, our Customer Success Team share their top 3 takeaways from the Commercial Real Estate Finance Council conference they attended in Miami. Kimberly also shares her own personal takeaway from the conference.    What we discuss:   00:51: About the Commercial Real Estate Finance Council conference in Miami 02:49: Takeaway #1: Conscious optimism surrounding the real estate industry 05:44: Takeaway #2: There is a growing interest in streamlining business processes in real estate 07:32: Takeaway #3: Focus on developping your own opinion at work to develop your career 10:45: Recap of the 3 big takeaways 11:48: Kimberly's personal takeaway   Get 30 days free of ProDeal here. Be sure to follow us on LinkedIn.

#revopswithanedge #revops #revopspodcast Bill Mahoney the Chief Customer Officer at Comply joins the SAASholes Revenue Operations Podcast with Jason Ferrara and Pete Jansons. In the opening clip Bill Mahoney talks about one of the things to watch out for in 2023 is Customers wanting to down grade our break their contracts Other Topics discussed: When Did Customer Service turn into Customer Success What Does a Chief Customer Officer do? How do you compensate a Customer Success Team? Customer Trouble Tickets are the foundation Voice of the Customer Evolution of Customer Success ever the last 20 years Success People are Teachers and helpers Customers are looking for cost certainty in uncertain times Who speaks 2nd in the Board Room? How does marketing and success work together? https://www.comply.com/ https://www.comply.com/leadership --- Send in a voice message: https://anchor.fm/saasholes/message Support this podcast: https://anchor.fm/saasholes/support

Are you the quarterback of your closing team? In this episode of The Closing Table podcast, our Customer Success Team shares their best tips on how to perform well as a Transaction Manager or to be distinguished when you are just starting out as a junior in closing deals.    What we discussed:   0:00 - Intro 2:57 - Knowing what the players do in team 5:37 - Presenting all to-dos on a silver platter 7:21 - Asking the right questions to make the process smoother 10:05 - Recap of tips for transaction managers     Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Ever wish you had a more organized and efficient way for your team to handle paperwork while closing a deal?    In this episode of The Closing Table podcast, our Customer Success Team share their experience in terms of using a data room and how it helped and may have hurt certain deals. They also share different ways you may enhance data rooms and what one can expect to find in a data room.   What we discussed:   0:00 - Intro 2:59 - How can a data room enhance a deal? 5:15 - Who usually creates the data room?  6:17 - In what way can a data room hurt a deal? 7:57 - How can you enhance an existing data room? 11:30 - How can public links can lead to problems? 12:53 - What does an enhanced data room look like?    Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Wondering how remote work will affect the Commercial Real Estate industry? In this episode of The Closing Table podcast, our Customer Success Team shares their observations and the possible trajectory of the real-estate industry in the coming years. They also talk about the industries that float and drowned during the pandemic and how it changed the view towards remote work.   What we discussed:   0:00 - Intro 2:05 - Can the real estate industry adapt with the changes brought by the pandemic? 2:43 - Industries that were gravely affected by the pandemic 5:23 - Two properties that were stable despite the pandemic 8:45 - Uptake of deals during summer this year 11:03 - Is there room for technology to push the growth of remote work? 14:23 - How the pandemic affected the real estate industry's view in terms of technology? 15:43 - Is it possible to have a full blown mandate to return to office next year?    Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

In this episode of the Remote CEO Show, I had the pleasure to interview Phillip Wolf. As the CEO of Custify, Philipp Wolf helps SaaS businesses deliver great results for customers. After seeing companies spend big money with no systematic approach to customer success, Philipp knew something had to change. He founded Custify to provide a tool that lets agents spend time with clients—instead of organizing CRM data.

Can you guess what the usual due diligence issues are when closing deals? If you can, then you know how inconvenient they can be and how they can effect the deal.   In this special episode of the Closing Table, our Customer Success Team shares tips on how to handle these issues. They also talked about how to properly share and store documents and how junior and senior officers interact with these documents during the due diligence process.    What we discussed:   0:00 - Intro 1:27 - Overall due diligence organization and process 4:52 - Sharing and storing documents 9:11 - Different relationships between documents based on tenure 11:57 - Aggregating everything when closing a deal   Get 30 days free of ProDeal here: https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Wondering how to handle multiple portfolio deals all at once? If you are, this podcast episode will give you a step-by-step guide to help you succeed.   In this special episode of the Closing Table, our Customer Success Team shares practical tips on how to effectively handle portfolio deals. We talked about setting up kick-off calls, preparing for it and lastly handling a deal checklist.    Listen to Part 1 here:   https://prodeal360.com/prodeal-team-how-to-handle-portfolio-deals-part-1/     Get 30 days free of ProDeal here:   https://www.prodeal360.com/trial   Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360  

Wondering how to handle multiple portfolio deals all at once? If you are, this podcast episode will give you a step-by-step guide to help you succeed.   In this special episode of the Closing Table, our Customer Success Team shares practical tips on how to effectively handle portfolio deals. We talked about setting up kick-off calls, preparing for it and lastly handling a deal checklist.    What we discussed:   0:00 - Intro 0:52 - Kimberly's experience with portfolio deals 2:26 - Why scheduling and hosting a kick off call is important? 4:12: - What to prepare for a pre-kick off call? 6:13 - What should be covered during a kick off call? 8:22 - How to handle a portfolio deal checklist?    Be sure to follow us on LinkedIn here: www.linkedin.com/company/prodeal360

Phil Weiss (VP Customer Success at CipherHealth) talks with Jeff Breunsbach about building (and keeping) a strong, healthy culture with your team especially with remote teams being the norm. They work through the 'why', and move into the 'how' with tips and examples of what works in their teams.  You can find more about Phil Weiss here --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

On this episode of Full Access meet Vice President of Customer Success, Rick Hensley and Lead Customer Success Trainer Crystal Edmonds, and get a sneak peek into some of the exciting things the team is planning for Grayshift customers soon. 

How to Organise A Sourcing Jam!   The true mission of a great recruiter is to get EVERYONE in the business operating as a recruiter; after all they are they ones with the strongest networks of relevant talent! One of the ways to activate the company 'recruiting muscle' is to organise a Sourcing Jam - a half or full day session where a department works with the TA team to dive into our professional networks, collate relevant candidate details and set about contacting them!   If you want to surge your hiring for a particular department, a sourcing jam is the way to do it.   You will learn:   - How to do you plan a sourcing jam - How to communicate the plan with the departmental head - How to encourage the shy - How to moderate the not shy(!) - What about bias? - Tools and techniques on the day - How to collect the data - What do you drive the campaign towards? - How to create a repeatable process.   All this and more with Vanessa Raath, Founder (Talent Hunter), Tereza Machackova, Head of People, Deepnote, Joey NK Koksal, Lead Tech Talent Acquisition Partner at PVH & Matthias Schmeißer, Global Director of Talent (Beamery)     Ep157 is sponsored by our buddies Bryq The workforce is changing at an exponential rate. Are you keeping up? Bryq is an award-winning Talent Intelligence solution that will transform and future-proof the way you manage your talent. Whether your goal is to eliminate bias and uncover hidden talent from the hiring process, promote internal mobility for your employees through career pathing, or to grow and cultivate your company culture through culture mapping, Bryq is able to help you create and manage teams that are more than just the sum of their parts. Book a demo with Bryq's Customer Success Team today to see just how much their science can accomplish for your organization.

At GiveGab, we know that exceptional project management and Giving Day success go hand-in-hand. In today's episode, we are thrilled to welcome two of GiveGab's talented Customer Success Team members, Laryssa Hebert—Sr. Project Manager, and Natalie Siedhof—Project Manager, as special guests to the Giving & Gabbing Podcast. Listen in as we dive into what to expect when you're matched with a dedicated Project Manager and the benefits of connecting with fundraising professionals through our exclusive Giving Day Leaders Network.

The RF-SMART Customer Success team is dedicated to helping customers find and maintain success after their go-live. This team can help customers identify processes that can be improved. They also work across the entire organization, ensuring continuous improvement for the RF-SMART product. Ryan Zisman joins Sarah Archer and Joey LaRoche to discuss ways RF-SMART customers can utilize the customer success team's services.What You'll Learn:• How the Customer Success team works at RF-SMART• What resources are offered by this team, such as webinars and workflow updates• The benefits of connecting with Customer Success on doing a health checkAdditional Resources: Email Customer Success: customersuccessoc@rfsmart.comListen to the Episode: Mobile Inventory Picking for HealthcareLearn More: Oracle Cloud Training & SupportWho You'll Hear: Sarah Archer, Podcast & Digital Media Host, RF-SMARTRyan Zisman, Manager of Customer Success, RF-SMARTJoseph LaRoche, Senior Product Owner, RF-SMART

Founders Focus is the show where we get up close and personal with the leaders of the businesses changing the way we work today Next up is Markellos Diorinos, CEO of Bryq - Is Product the best training for being a CEO of Product based business? - What do you learn in being a PM that you is useful as a CEO? - What is missing from a PM career path? - When did you realise you wanted to run a company? - When did you realise that Bryq was going to be a thing? - What do you do well as a business leader? - Can you remember a moment when you thought, this isn't happening? How did you cope? - What mental health regime do you practice? - Do you feel a CEO has to lead on values? - What are your theories on balancing diversity of views with group cohesion? - What exciting things can customers expect from Bryq this year? All this and more as we take a deep dive into the business leaders building the technology changing the way we work today. Ep26 of Founders Focus is supported by Bryq   Looking to uncover hidden talent in the hiring process?  Trying to help your current employees optimize their performance? Wanting to counter the "Great Resignation" and retain your talent?  The Bryq Talent Intelligence platform has your answers to these questions and many others. Book a meeting with Bryq's Customer Success Team today to see just how much their science can accomplish

How To Know A Good Recruiter?   Everybody is hiring for recruiters these days and - in moments of candidate shortage for recruiters - we may be tempted to say to anybody with a pulse! However, how can we tell a good recruiter apart from the others? Is there a way to do it before we actually get to see them in action?   - Red flags on candidates - Key assessment criteria - How important is prior experience (really) - How important are the recruiting stages? - How important is domain knowledge? - Junior recruiter from remote?   Lets talk about how to assess recruiters folks!   With Mark Deubels, Senior Technical Recruiter (Gitlab), Katrina Hutchinson-O'Neill, Founder (Join Talent) & Farah Kanji, Chief People Officer (Founder's Factory)   Ep142 is sponsored by Bryq   Looking to uncover hidden talent in the hiring process?  Trying to help your current employees optimize their performance? Wanting to counter the "Great Resignation" and retain your talent?  The Bryq Talent Intelligence platform has your answers to these questions and many others. Book a meeting with Bryq's Customer Success Team today to see just how much their science can accomplish

Noah Baker sits down with Customer Success Team member extraordinaire Carly Griffin. Carly provides an insider look at tech adoption in the construction industry and how to get the best buy-in to new tech from all construction team members.

In the age of hyper-growth for customer success, it is vital to have solid foundations over which you can build and expand. What are the pillars that will ensure a good alignment once your team has grown to dozens or even hundreds of people? Are these foundations the same for every company? In this episode of Gainsight Gamechangers, Henry Trevelyan Thomas, Vice President of Customer Success at Tessian joins us to chat about his blog article https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success). Henry walks us through each one of the 5 pillars: People, customer, growth, community, and product, and tells us how to implement them and whether this model could apply to other industries. Listen now to learn how getting these five principles right can skyrocket Customer Success in your business.  Jump straight into: (00:55) - Who is Henry Trevelyan Thomas and his role at Tessian - “When I joined, we were around five people sitting around one table. And we've now scaled to around 200 people split across both the US and London.” (04:40) - How to find alignment between the team, leadership, and CS - “There are so many overlaps with other areas of the organization. It can be really hard to know what you should and shouldn't be doing.” (06:11) - Pillar # 1: People & people satisfaction - “Once every one of the team starts to realize that anyone can instigate change, everyone gets with the mindset of thinking like a business owner and a leader.” (10:46) - Pillar #2: Customer Health - “Customers are only as healthy as they think they are. This is where the gut feel from the CSM really needs to come in, it requires the CSM to have great empathy and awareness of what's happening in the account.” (14:11) - Pillar #3: Customer Growth & Onboarding - “If we nail onboarding for a customer, we have so much confidence in our product and the value that it provides that we know they're going to see value in the first couple of weeks.” (18:02) - Pillar #4: Community Building - “I do think the community aspect of it and being plugged into that network is super important as well in order to help them in our world and mature their customer success strategy.” (21:22) - Pillar #5: Product Enablement - “Our customers can no longer afford to spend hours on the phone or in a meeting trying to figure out how to do a specific thing within the product. And it's on us to figure out how we remove friction.” Resources Connect with Henry via https://www.linkedin.com/in/henry-trevelyan-thomas-991a0861/ (LinkedIn) https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success) 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).

Can you name the only two customer-facing roles in your business? Your sales development team and your customer success team. But how often do they intentionally work together to better serve your clientele? While both teams are constantly in communication with your customers, they're rarely in communication with one another. This is something our team at Terminus noticed and wanted to change. Ryan Vitello is a sales development manager at Terminus who is constantly looking for new ways to bring the two customer-facing roles together. He's seen the harmony and magic that can happen firsthand. Sales development reps are the first interaction your potential customers will have with your brand. While your customer success team are those who are maintaining, nurturing, and growing those relationships. Together, SD and CS have such a wealth of knowledge of what customers care about, what's working for them, and what doesn't work for them… imagine what could happen if they shared that?