Podcast appearances and mentions of Jon Johnson

Brodes filled in for Jon Johnson all week overnights on 94.1 WIP. On Friday morning he reacted to the Phillies sweeping Tampa!Green Lawn Fertilizing: https://www.greenlawnfertilizing.com/lp/brodes?utm_campaign=GLF%20-%20Influencer%20Marketing&utm_source=instagram&utm_medium=social&utm_term=brodes Green Lawn Fertilizing: Phone Number: (848) 253-4026DISCORD LINK: https://discord.gg/z9c5cFVGJcBookies.com: https://bookies.com/brodesBUY YOUR TICKETS WITH SEATGEEK PROMO CODE: BRODES FOR $20 OFF YOUR FIRST PURCHASE! www.seatkgeek.com

Brodes is filling in for Jon Johnson all week during 94.1 WIP's overnights. He wants to know if Bryce Harper's day against DBacks on Sunday was positive or negative?Green Lawn Fertilizing: https://www.greenlawnfertilizing.com/lp/brodes?utm_campaign=GLF%20-%20Influencer%20Marketing&utm_source=instagram&utm_medium=social&utm_term=brodes Green Lawn Fertilizing: Phone Number: (848) 253-4026DISCORD LINK: https://discord.gg/z9c5cFVGJcBookies.com: https://bookies.com/brodesBUY YOUR TICKETS WITH SEATGEEK PROMO CODE: BRODES FOR $20 OFF YOUR FIRST PURCHASE! www.seatkgeek.com

The midday show takes a crack of guessing WIP overnight show host Jon Johnson's 'exotic snack.' See how the midday show did and what the snack is.

#updateai #customersuccess #saas #business⁠In this heartfelt and deeply personal episode, hosts Jon Johnson, Kristi Faltorusso, and Josh Schachter step away from their usual customer success conversations to reflect on life's heavier moments. The trio opens up about recent challenges—celebrating new beginnings, mourning profound losses, and navigating the ups and downs that come with both work and life.The episode weaves together stories of hope, growth, grief, and gratitude—reminding listeners that behind every professional journey lies a personal one.Timestamps0:00 – Preview, BS, & Intros3:05 – Jon's New Job4:53 – Job Search & Layoffs7:20 – Advice for Job Seekers in CS10:05 – Josh's Story of Personal Loss16:00 – Life Lessons & Reflections28:30 – Kristi on Recent Loss at Work (the passing of the CEO's daughter at ClientSuccess)34:10 – Closing, Conclave & Final Thoughts___________________________

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.Timestamps0:00 - Preview, BS & Intros4:08 - Learn about ZeroFOX5:10 - Challenges in Proving ROI in Cybersecurity7:45 - Customer Engagement and Service Model10:57 - Lead Pass Process and CSQLs15:10 - Complexity and Simplicity in Incentives18:10 - Efforts to Mature Models and Remove Friction22:35 - Adaptation of Playbooks25:51 - Attitude, Aptitude, and Experience in Hiring30:56 - Integrating AI for Internal Teams & Tasks___________________________

#updateai #customersuccess #saas #businessKelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kelly shares her "comfort zone philosophy," emphasizing the importance of stepping beyond our comfort zones to foster growth and achieve success.She also talks about Everstage's vibrant, no-ego culture, the crucial role leadership plays in scaling customer success, and her vision for expanding Everstage's impact in the years ahead.Timestamps0:00 – Preview0:48 – Meet Kelly McGuire, VP of Customer Success at Everstage4:00 – The role of customer success in sales6:10 – Kelly's "comfort zone philosophy"12:10 – Transition from Sisense to Everstage15:42 – No-ego culture and collaborative work environment20:20 – Leadership alignment and transparency initiative25:55 – Kelly's vision for scalable growth at Everstage___________________________

About the series: For 40 days, the army of Israel hid in fear of Goliath. Why did they hide? Why were they paralyzed by fear? Because they were an army of identity amnesiacs! They had forgotten WHO they were! This series will remind us WHO we are IN CHRIST.   About this week's message: Jesus did not create us on an assembly line to be cast aside and forgotten. We are not out of His sight and out of His mind. Instead, we are always in His sight and we are always on His mind.   Key Phrase: “How precious are your thoughts, God! How vast is the sum of them!” Psalm 139:17

#updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction. Timestamps 0:00 – Preview & Intros 4:10 – Priorities for 2025 7:07 – Rules of the Road 8:40 – The #1 Rule of the Road 11:23 – Collaboration with Internal Teams 13:00 – Showing Up with a Point of View & Being Engaged 15:37 – Identifying and Hiring Potential Candidates 17:20 – "The Best in the Universe" 21:37 – Amy's Experience at the CS100 Conference 23:40 – Personal Branding and Growth ___________________________

AWadd takes us into the show with The Sports App as we break down all of the biggest moments and stories out of the NFL, NHL, and in Tennis. Crosstalk with Michael Phillips on the show next as we preview a big time conference championship matchup against the Eagles as we ask, why not us? Jon Johnson joins us on the show next to go Behind Enemy Lines as we get the Philadelphia Eagles perspective of the Conference Championship. Commanders Corner on the show next as Adam breaks down what it's going to take for Washington to take down the Eagles.

To kick off the Best Of AWadd Radio, Jon Johnson joins us on the show to go Behind Enemy Lines as we get the Philadelphia Eagles perspective of the Conference Championship. Doc Walker on the show with us next for more Commander Coverage as he breaks down what Washington is going to need to do to win. Coach Criz on the show with us next for more Commanders talk as Criz gives a hype speech for the Washington Commanders football team. Crosstalk 2.0 with Michael Phillips on the show next as it is our final segment before the conference championship.

Brodes filled in for Jon Johnson 2-6am on 94.1 WIP talking Eagles Rams in the playoffs.DRAFTKINGS: New customers can use code BRODES for $200 in bonus bets instantly, when you bet just five bucks! https://sportsbook.draftkings.comDISCORD LINK: https://discord.gg/z9c5cFVGJcHelloFresh: https://www.hellofresh.com/50brodesBookies.com: https://bookies.com/brodesFOLLOW TWITTER: @Brodes81 BUY YOUR TICKETS WITH SEATGEEK PROMO CODE: BRODES FOR $20 OFF YOUR FIRST PURCHASE! www.seatkgeek.comDrink Garage Beer: https://drinkgaragebeer.com/ 

#updateai #customersuccess #saas #business Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup. Timestamps 0:00 - Preview 1:36 - Josh is engaged 2:50 - Exo- Overview, Products and Mission 15:00 - Importance of process documentation and improvement 17:15 - Challenges of automating processes and maintaining clear communication 20:12 - Setting realistic expectations for new implementations and product shifts ___________________________

Jon Johnson Full Show: Did the Eagles make the right choice to sit Saquon? full 14004 Thu, 02 Jan 2025 23:40:21 +0000 Af3EYhNHu1FPLzxvwo91p6GrvgLo5K4q sports Ike, Spike and Fritz sports Jon Johnson Full Show: Did the Eagles make the right choice to sit Saquon? The 94WIP Afternoon Show with Ike Reese, Spike Eskin, and Jack Fritz every weekday from 2-6pm.  2024 © 2021 Audacy, Inc. Sports False https://player.amp

Jon Johnson and Al Morganti get down to business finding out the origin and the world's first moron.

Brodes filled in for Jon Johnson overnights 2-6am Thursday morning talking about the Philadelphia Phillies acting like the Dallas Cowboys.Join this channel to get access to perks: https://www.youtube.com/channel/UCGQR8cWUazHSHfnIzzHEISg/joinDISCORD LINK: https://discord.gg/z9c5cFVGJcCoffee with Brodes - 11AM on Mondays and Thursdays (Schedule has been a little more flexible in summer time. Check discord for times each week)Bookies.com: https://bookies.com/brodesFOLLOW ON TWITTER: @Brodes81BUY YOUR TICKETS WITH SEATGEEK PROMO CODE: BRODES FOR $20 OFF YOUR FIRST PURCHASE! www.seatkgeek.comDrink Garage Beer: https://drinkgaragebeer.com/

#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration. Timestamps 0:00 - Preview & Intros 5:15 - Discussing about CoThrive 8:07 - Diverse customer segments at Instructure 13:15 - Performance metrics that drive success 16:45 - Connecting with customers 22:36 - Emphasis on performance-based variable compensation 27:23 - CS and Sales 30:15 - Tools and processes for improved collaboration ___________________________

#updateai #customersuccess #saas #business Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025. Timestamps 0:00 - Preview, 1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase 1:47 - Overview of Crunchbase 4:40 - Using internal data for prediction and risk mitigation 7:37 - Team structure & current hiring 9:28 - Team downsizing and adaptation 13:15 - Implementing an automated onboarding process 16:30 - Strategy to ensure a positive customer experience 20:22 - Celebrating milestones with customers 22:18 - Plans for 2025 25:08 - Accessibility of AI-driven insights 28:00 - Partnership with Perplexity to integrate Crunchbase data ___________________________

#updateai #customersuccess #saas #business Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds light on her transition from sales to customer success, sharing the challenges and insights she's gathered along the way. Timestamps 0:00 - Preview, BS, distracted driving & intros 14:10 - Nicole shares her company's goals & hurdles 20:25 - KPIs for CSMs 23:00 - Should CS offer support for renewals? 26:05 - Focusing on net new revenue & current revenue 29:20 - We are all revenue, we are all gonna win 30:05 - CS & Sales collaboration __________________________

#updateai #customersuccess #saas #business Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health. Timestamps 0:00 - Preview, Halloween & Intros 7:30 - Customer Success at Komodo Health 10:28 - KPIs for customer success at Komodo 12:00 - Plans and Priorities for the Q4 13:22 - Focusing on separating support from CS activities 16:03 - Managing expectations around promotions 20:06 - Navigating career growth 23:50 - Cross-functional Collaboration and Tools for knowledge sharing ___________________________

#updateai #customersuccess #saas #business Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships. Timestamps 0:00 - Preview, BS & Intros 8:53 - Stepping in to level up CS initiatives 12:29 - Customer feedback & internal data 15:40 - Service Levels for different customers 18:40 - Ongoing process of cultivating successful business partnerships 22:20 - Difficulties CSMs face in getting CEO attention 25:20 - Strategies to get the executive buy-in to facilitate customer interactions 28:10 - Importance of multithreading approach 29:00 - Setting realistic expectations for executive relationship-building 31:27 - Communicating the importance of tracking & maintaining data ___________________________

Will alien life look like anything on Earth? Neil deGrasse Tyson and comedian Chuck Nice deep dive into questions about astrobiology, revisiting the Drake Equation, and life beyond Earth with NASA astrobiology strategist, David Grinspoon a.k.a Dr. Funkyspoon.NOTE: StarTalk+ Patrons can listen to this entire episode commercial-free here: https://startalkmedia.com/show/revisiting-the-drake-equation-with-david-grinspoon/Thanks to our Patrons Edvardo Cullen, Harriet Harmon, Andre Rivera Hinostroza, David Rolfe, Piotr Toruński, Karen Mills, Ghost Rider, Leonard Leonidas, Beatriz Clemente, Jon Johnson, Loren Blaine, John Bigelow, and Leslie Colonello for supporting us this week. Subscribe to SiriusXM Podcasts+ on Apple Podcasts to listen to new episodes ad-free and a whole week early.

This Series: Earlier this year we looked at questions God asked in the Old Testament. To finish out this summer, we will look at 4 penetrating questions that Jesus asked in the New Testament – questions that apply to us today. This Week: Many believers are just like the disciples of Jesus – fearful and worrisome. Would Jesus look you in the eye and ask you this question?   Key Phrase: “Do you still have no faith?” Mark 4:35-41

Fall camp is officially open for the Montana Grizzlies, and Colter Nuanez shares his thoughts from the first day of practice and his interview with Bobby Hauck. Plus: Montana State cornerback Jon Johnson chimes in from the other side of the rivalry.

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success. Timestamps 0:00 - Preview, BS & Intros 8:00 - Simplified market research for quick, inexpensive feedback 11:55 - Improving efficiency & re-onboarding customers 17:45 - Working with customers that "Get It" & those that don't get it 28:05 - CSMs need to do better with what they have 31:54 - The challenge of maintaining a human touch while being efficient 37:42 - Incentivising overstretched CSMs 41:50 - Digital CS is a program, not a segment 45:20 - Reboarding & educating long-time customers ___________________________

Jon in for Joe today. No Eagles defenders were ranked in the Top 10 by ESPN. Are we sure its fixed?

Jon shares his hero of the day.

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Intros 4:57 - Practically implementing concepts and frameworks 8:50 - Put the customer first 10:00 - We need emotional intelligence in CS 13:03 - Tracking actions vs real outcomes 16:18 - Tracking metrics that matter 19:27 - Trust, Journey Map, & Clean Data 31:40 - The correlation of CS, Product & Marketing 34:10 - Central CSM 35:35 - Consolidation and management of SaaS applications 39:10 - Validating project success 46:00 - Closing ___________________________

#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate. Timestamp: 0:00 - Preview, Intros & BS 5:50 - Reflect, Recalibrate & Refuel 13:00 - Perfection isn't a reality 17:08 - People. Process. Product 18:20 - Employee onboarding is broken 23:03 - Happy CSMs Happy Customers 25:00 - What should employee onboarding look like? 30:20 - Tools for onboarding employees 39:20 - BS & Closing ___________________________

#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACKER, joins our hosts, Josh Schachter, Kristi Faltorusso & Jon Johnson to discuss the need for a crucial shift in the customer success model from being a cost center to a revenue driver. Aaron brings a wealth of experience and a fresh perspective, discussing the impact of tracking post-sale activities, aligning team incentives, and the challenges of transitioning from a "sales-led" to a "revenue-led" organization and the essential role of renewals, expansions, and customer retention in driving revenue growth. Timestamps 0:00 - Preview, BS & Intro 6:12 - Revenue Acquisition Cost 14:39 - Tracking & calculating costs 18:00 - Revenue is cheap to lose, expensive to maintain 26:55 - Focus on being revenue-led 30:04 - Rewiring to become customer-centric 35:50 - The starting point to being customer-centric as an individual contributor 43:05 - CSMs need to have a revenue-focused mindset ___________________________

#updateai #customersuccess #saas #business Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and practical strategies for achieving customer success metrics. Timestamp 0:00 - Preview & Intro 7:50 - Human touch in the AI world 13:10 - Using AI for CS insights 22:30 - Challenges for integrating tools & systems 25:53 - How does leadership evaluate CSMs 29:47 - Automating customer onboarding 33:40 - Enhancing productivity & generating value using AI 39:44 - Closing ___________________________

#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making. Timestamps: 0:00 - Preview 1:56 - BS & Intros 7:20 - Overlap of Cybersecurity & CS 11:54 - 80% of AI is Getting Data in the Right Format 18:52 - Business Intelligence for CS Teams 20:30 - Do CSMs Need a Data Mindset? 22:45 - Pendo Isn't Designed for CSMs 26:40 - Importance of Understanding Personas 28:40 - Good Food. Good Business. Good Life. 34:34 - Do Traditional CS Platforms Solve Real Problems? 46:46 - Closing ___________________________

Jon “gzip enthusiast” Johnson joins us for a history lesson on compression & how it impacts everything from containers to Alpine.

What are the Phillies and Rob Thomson going to do with Nick Castellanos? Why did Jon Johnson call Spike a moron and does this mean war? Plus, Jack doesn't know Lauryn Hill

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like: - The changing job market and customer expectations - Aligning CS with revenue and business outcomes - Standardizing practices while keeping the human touch - Major industry moves and consolidation Get an insider's perspective from one of CS's most respected voices - with some surprises along the way. A must-listen for CS pros at any level. Timestamps: 0:00 - Preview & Intros 3:44 - Pulse 2024 at St. Customer Success 5:23 - Nick's Pulse 2024 outfit 10:20 - The state of CS in 2024 18:00 - The lack of accountability 18:53 - The term "Customer Success" is vague 22:40 - Customer Success is a part of the product 25:59 - Nick's priorities for the rest of 2024 & BS! ___________________________

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset. Timestamps 0:00 - Preview, BS, & Meet Seth Terbeek 4:05 - Effectiveness of phone calls and texting in a business setting 7:06 - What is Customer Transformation? 11:40 - Creating a customer transformation department to increase renewal dollars 16:40 - Sharing customer information cross-functionally and centralizing information 20:44 - the need for focusing on managing accounts and addressing friction separately 26:46 - Finding the right customer experience balance 30:00 - Customer Transformation Goals 2024 32:36 - Change management and training for using Plan Hat effectively 34:10 - Plan Hat coffee and its Swedish origins 36:46 - Failing forward, creating safe spaces, and customer-centric thinking 41:30 - Recognizing areas for improvement, & customer journey map 47:06 - CS Meetup, London 48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop 50:30 - Closing ___________________________

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. ___________________________ #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________

#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell. Timestamps 0:00 - Preview 1:20 - Josh forgets to record, Mickey joins Restaurant365 7:32 - Meet Kris 8:49 - Is having CS report to the CRO a good idea? 11:22 - Commisioning CSMs for retentions and upsells 14:14 - What does a CS Ops analyst do? 18:35 - Managing a team of 260 CSMs 21:10 - Ensuring customer enablement and engagement 25:00 - Kris rehired and outsourced work to former employees during Covid-19 30:05 - How does this outsourcing work at Restaurant365? 32:20 - Focus on Minimizing Customer Turnover and Payroll 35:00 - AI in CS 38:50 - Benchmarking customers against their competitors 42:00 - Closing ___________________________

Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Making the customer a success 9:00 - Articulating the value of the product to customers 13:50 - Planning customer success, measuring and assessing data 16:45 - Collecting customer data to create solid foundations 18:35 - How to use AI for customer insights & recommendations 23:15 - Best conversations for customers' success & technical success 25:40 - How to build a scalable customer success process for small businesses? 30:15 - CS This or That 32:14 - CSMs spent 33% of their time on preparing and follow-ups 36:05 - How can CSMs track and enforce product adoption? 39:50 - The future of CS 44:25 - Closing ___________________________

Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________

The killer line-up of 2024 guests continues this episode with Jon-Eric Johnson, and I had a blast with this conversation. We discuss the four stages of competency. Leading as a young officer, understanding crew identity. And of course as always the direction of the Scrap was ultimately determined by the audience as they tuned in live and threw so many great questions at us!  Enjoy!!!

#updateai #customersuccess #saas #business Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout. Timestamps 0:00 - Preview 1:10 - Kristi's new podcast - She's So Suite 3:46 - Meet Jess Cohen 4:31 - Jess wanted to become an astronaut! 6:10 - Learning the purpose of life 7:09 - Jon learns about stars and space from TikTok 10:28 - Kristi's training for a marathon 11:15 - CSMs influence customer behavior 11:55 -Not all who wander are lost 16:15 - You'll love the CCO Club workshop in Boston 21:35 - Should you voice your opinions? 26:38 - Influencing customer behavior change 31:42 - Breaking into CS 32:10 - Jon can't decode Slack emojis 34:42 - Kristi hates Slack 35:50 - Slack as a productivity tool [Slack + CS = Magic] 40:22 - Front-facing adoptive engineer 42:30 - What does success look like as a CSM for Jess? 44:40 - Josh loves structure 46:15 - Wrapping up ___________________________

#updateai #customersuccess #saas #business Ryan Seams, Head of Customer Success at Assembly AI joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more. Timestamps 0:00 - Preview 1:01 - Meet our hosts 1:48 - Meet Ryan Seams 4:50 - Dissecting the title - "Head of Customer Success" 6:06 - Ryan's Wall of "You Are Here" Starbucks mugs 15:01 - What does Assembly AI do? 18:50 - The hunger to embrace chaos for growth 22:33 - CSMs as strategic partners to drive value 25:31 - How to avoid customer success from becoming customer support? 26:46 - Meet your customers where they are at 32:55 - Allocating time on the tasks that matter 37:20 - Customer success needs different skills at different organizations 40:45 - Importance of using consistent customer segmentation in your organizations 43:00 - AI's indeterminacy challenges customer success 45:05 - Learning & contributing to CS 47:45 - Closing ___________________________

#updateai #customersuccess #saas #business Szuyin Leow, VP of Customer Experience at Transcend joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠  & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development. Timestamps 0:00 - Preview 0:36 - BS & Intros 4:04 - Meet Szuyin 6:08 - Need for GDPR rules 8:25 - Kristi is not friends with Josh 8:55 - CS & CS tool stack at Transcend 13:51 - Hiring a CSM for renewals 17:45 - Kristi is insecure about not having a consulting background 25:41 - Pick a leader, not a job 26:54 - Identifying superpowers 28:50 - You don't need a CS background 32:10 - Szuyin's husband is a YouTuber. 34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience ___________________________

Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠  & ⁠Josh Schachter⁠. They discuss how OnRamp is designed to streamline the onboarding process for customers. The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue. From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision. Timestamps 0:00 - Preview 1:07 - Welcome to The Pantless Podcast 2:43 - Meet our hosts 4:58 - Bid Adieu Mickey! 9:42 - Josh & Kristi argue about the right way to introduce guests 11:30 - Meet Paul Holder 12:22 - The onboarding tool stack can be chaotic 16:41 - OnRamp is not just another onboarding platform 20:14 - Leading the CS Team at Troops 22:53 - Jon takes center stage 23:39 - How can CSMs ensure growth & retention 25:55 - Kristi is ambitious 26:38 - Practicing customer obsession 30:18 - How can CSMs become irreplaceable? 32:28 - Transitioning as a Co-Founder 34:39 - Banter & Closing

Jon Johnson and Brodes in for the Afternoon Show

We are heading in 2024! In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024.  Check out at 20:25Merry Christmas & a Happy New Year! Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=sharedJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkWouldn't life become a breeze if renewals could be automated?Well, Renewtrak does just that! Mathew Cagney joins  Kristi Faltorusso, Jon Johnson  & Josh Schachter and they discuss- Focusing on renewals - How Renewtrak works- What's up with renewals?- Justifying revenues- Predicting the likelihood of churn- Integrating Renewtrak with other systems- Birth of Renewtrak- The CS team at Renewtrak Connect with Mathew: https://www.linkedin.com/in/mathewcagney/Checkout Renewtrak: https://www.renewtrak.com/

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkThe role of the customer success team evolves at each stage of the startup. Eric Kingsbury, Founder of Retain Solutions, the go-to consultant in the Customer Success Enablement space joins  Kristi Faltorusso, Jon Johnson  & Mickey Powell to discuss the evolving landscape of customer success roles in various stages of company growth.0:00 - Preview 1:10 - Jon was a cheerleader5:10 - Meet our hosts & guest9:35 - Eric's path to CS Enablement14:35 - Eric's experience applying for a job at Heap16:16 - Transitioning as a consultant21:00 - Getting started with CS Enablement24:50 - Why aren't companies deploying CS Enablement28:32 - Eric's learning curve as a CS Enablement consultant32:27 - Enabling CS for different stages during the startup journey40:00 - Living the solopreneur life42:20 - Closure