Podcast appearances and mentions of wayne mcculloch

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit's days at the early-stage Gainsight and the culture of startupsHer home in consulting (CSM Practice) vs. being a full time employeeBeing part of CS from the ground floorThe advancement of CS to where certification and degree programs have enabled college grads an entry into the fieldDigital motions should support the work of humans in CSImplementing too much digital without touchpoints along the way can actually have negative customer implicationsIdentifying risk in customers who are disengaging with digital programsOver-use of email via redundancy and simultaneous emails from multiple organizationsThe use of avatars in digital for communications to make things more fun when appropriateProtecting revenue and expansion via process automations to flag risk early before renewal and even close it earlyA few examples of great digital motions and practical advice around designing themDesigning digital-first motions with client outcomes & a customer journey front and centerLoads of great info in this one. Enjoy! I know I sure did...Irit's LinkedIn: https://www.linkedin.com/in/eizips/CSM Practice: https://www.csmpractice.com/CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPracticeResources:Seven Pillars of Customer Success by Wayne McCulloch: https://amzn.to/3TLXYogCCO Playbook by Rod Cherkas: https://amzn.to/3TLXYogOnboarding Matters by Donna Webber: https://amzn.to/3TRk9cuShoutout:Yair Bortinger: https://www.linkedin.com/in/yair-bortinger/Yair's episode on CSM Practice Podcast: https://www.youtube.com/watch?v=4pwj634-qu0+++++++++++++++++Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

As a neutral podcast host, I am not supposed to pick favorites...so I won't.But if I did - this conversation with Dillon Young  ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:Podcasting in CSThe evolution of digital CS towards making CSMs more effectiveThe infancy of GenAI and speaking the language of promptsDealing with data collation and a disjointed tech stack Optimizing your data so that CSMs have an easier time prepping for calls/meetingsUsing downtime to maintain your data and systems so that you can be ready when the wave comesMental health and focusing on being careful what and how much you consume on a daily/hourly basis.I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well.Enjoy! I know I sure did...Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung/Lifetime Value Podcast: https://lifetime-value-the-customer-success-podcast.simplecast.com/Resources Mentioned in this Episode:Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward): https://amzn.to/40bmr95The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward) : https://amzn.to/3QtNQA7The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch: https://amzn.to/3QCzZHPDigital CS ShoutoutsMickey Powell: https://www.linkedin.com/in/mickeypowell/Dan Ennis: https://www.linkedin.com/in/dan-ennis-cs/Support the show+++++++++++++++++Listener Submissions:If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show!Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In today's competitive landscape, financial institutions must adopt a customer-centric culture focused on loyalty and lifetime value to thrive. My guest on the Banking Transformed podcastis Wayne McCulloch, Chief Customer Officer at Alkami Technology. Wayne lays out a proven framework for organizations to become truly customer-obsessed. As the author of the best-selling book, “The Seven Pillars of Customer Success”, Wayne brings deep expertise on embedding customer-first approaches across an organization. Join us as we explore how Wayne's seven pillars can guide banks, credit unions and other financial firms to deliver better client outcomes. This Episode of Banking Transformed is Sponsored by Alkami Alkami Technology, Inc. is a leading cloud-based digital banking solutions provider for financial institutions in the United States that enables clients to grow confidently, adapt quickly, and build thriving digital communities. Alkami helps clients transform through retail and business banking, digital account opening, payment security, and data analytics and marketing solutions. To learn more, visit www.alkami.com.

This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success. Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience. With some practical examples, Wayne shares how companies who build for success through optimizing processes internally while still focusing on the customer's definition of success create the most impactful experiences. Connect with Wayne -- 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 we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success. Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience. With some practical examples, Wayne shares how companies who build for success through optimizing processes internally while still focusing on the customer's definition of success create the most impactful experiences. Connect with Wayne -- 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 Jay Nathan is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and a 3-year implementation plan as the entire staff focuses on better serving their customers. You can find Wayne 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.  

This week Jay Nathan is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and a 3-year implementation plan as the entire staff focuses on better serving their customers. You can find Wayne 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, Jake and Gino are with Wayne McCulloch, who is one of the world's leading customer service experts and a Top 100 Customer Success Strategist. Wayne shares his top tips for delivering amazing customer service, including the importance of always putting yourself in the customer's shoes. He talks about the right strategies that brands can adopt to create the customer success. He shares the insights from his book ‘The Seven Pillars of Customer Success' and explains step by step framework for creating the value-system for the customers. Wayne McCulloch works with Google Cloud's entire SaaS portfolio as the Customer Success Leader. He's a keynote speaker and the recipient of multiple industry awards with more than twenty-five years of experience in customer-focused roles. Watch this video to learn how to take your customer service skills to the next level! Key insights: 00:35 Introduction 02:55 Making customers successful 07:00 Guidelines to serve customers 11:54 Operationalizing: Doing the right thing for the customer at large scale 14:00 Onboarding process for customers 17:19 Values make people keep coming back 19:40 Adopting phase: Maximising the utility value 23:38 Retention: Value realization in present and future 28:06 80% of customers are motivated by privilege 34:02 Creating advocates for your brand 39:36 Best way to operationalize customer service component 41:44 Book recommendations 44:10 Wrap-up For more information about The Seven Pillars, including downloadable templates and training and certification materials, visit www.cspillars.com Check out the author's best-selling book ‘The Seven Pillars of Customer Success' on Amazon: https://rb.gy/q068a8 Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors) https://jakeandgino.com/apply About Jake & Gino Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They own over 1900 units totaling over $250M in assets under management. Their students have closed on more than 55,000 units totaling over $5B (billion) in assets. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate. Connect with Jake & Gino on the social media platform you are most active on: Jake & Gino Facebook: https://www.facebook.com/jakeandgino/ Jake & Gino Linkedin: https://www.linkedin.com/company/jake... Jake & Gino Instagram: https://www.instagram.com/jakeandgino/ #realestate #multifamilyrealestate #multifamilyinvesting #investing #apartmentinvesting #multifamily #realestateinvesting #commercialrealestate #loopnet #costart #biggerpockets #realestateinvest #multifamilyapartment #apartmentbuildings #multifamilydeals #multifamilyanalysis #analyzemultifamily #Multifamilyunderwriting #multifamilycommunity #multifamilyinvestors

We're moving so fast - light speed at times. In customer success we have to make so many micro-decisions that at times we can operate on autopilot. Think about a recent customer interaction you had. How did you respond to it? You probably relied on instinct based on your previous knowledge or processes and policies that your company has in place. You may not remember half of what you said. In most situations, that's fine. But this of course doesn't always work - especially where customers don't agree with your response.  The challenge is recognizing when you have entered a special situation. A moment when your decision will make or break your client relationship. These are what I call moments of truth. Think of these situations like the butterfly effect where a small action will change the future. I will try and help you identify these moments of truth and provide recommendations so you can act appropriately. First let me tell you about my own wakeup call.You can make a mistake, but how will you recover?Going back a few years now I was in the depths of hell handling several client contract negotiations during the initial stages of the Covid crisis. I will be honest here - it was one of my most challenging times as a CS leader. As it was still early in the pandemic, it was difficult to understand the impact this would have on our customers. Different customers were experiencing the pandemic differently and I had to make decisions quickly based on sparse pieces of information. The main issue was that I had too many items coming at me from all directions. It didn't take long until I made a colossal mistake that could have had larger repercussions.One of our clients was starting to see an uptick in their business but they needed help. They needed to add licenses to help their team so they could better assist their own customers. Moving at the speed of light I coached my customer success manager to follow our process and offer our clients a solution based on our stated policies. The challenge was that this solution didn't fit the client's needs and would be costly. I didn't realize it, but I was in a moment of truth, and I failed miserably. The client had no choice but to proceed and when the dust settled, they took the time to let me know that they weren't happy with what transpired. They felt that we could have been more customer-centric and they were right. This was the wakeup call I needed, and I can't express my appreciation enough to this client. After thanking them for their feedback I quickly reversed course. I obtained the necessary approvals to provide a better solution that made more sense in this situation. Reflecting on this time, I realized that we should have pushed the pause button and considered the situation from the client's perspective. Our policies were valid but didn't account for the unique crisis we were in. We needed to consider the client's business needs and go outside the lines of our established policies. This was our moment of truth and something I now constantly remind myself of.Defining moments of truthWhile I love Wayne McCulloch's book The Seven Pillars of Customer Success, I disagree with how he defined moments of truth. He used this definition: “Anytime the customer comes into contact with any aspect of a company, however remote, he or she has an opportunity to form an impression”. He referred to a moment of truth as any time a customer interacts with you. My definition is different. It was something that a former executive at Eloqua, Alex Shootman, had instilled in me years ago. I define a moment of truth as: “a critical interaction in the customer journey when the action(s) your company takes will determine if the client remains a long-term customer.” Therefore, this isn't just any type of engagement. This moment will shape the future of your customer relationship.How do you know it's a moment of truth?As I mentioned, it can be challenging to realize that you are in that make or break situation with a client. Here are some signs that can tell you that you are in a moment of truth:The customer tells you. This is the easiest situation of all to recognize because your customer will very explicitly tell you that your future relationship is hinging on how you handle the current predicament. They may also tell you that they are very upset with how a situation was handled. This could revolve around a critical bug, a missing feature, the price of a renewal or several other circumstances. In some situations, clients will bypass you and express how they feel on social media and in online communities. While it's easy to recognize that this is a moment of truth, it's still not easy to resolve.In some situations, it's recommended that someone such as a customer success manager qualify how dire the situation is. I like to use qualification questions such as: “From 1-5 with 1 being the most important, how critical is this item for you?”. In other situations, such as the story I shared, it isn't needed. I knew my client well enough to recognize the severity of the situation and that they were right. If the client takes the time to tell you that they feel you messed up, you need to address the situation quickly and handle it delicately. The client is very emotional. The client may not outright tell you that they will stop doing business with you, but you can tell from their mannerisms that they are unhappy or angry and at a breaking point. In these situations, it's best to label the emotion so the client can communicate how they are feeling. For example, you can reflect on what the client said: “It seems that you are very upset”. You can then add if it makes sense: “How do you recommend we resolve this issue?” In these situations, you need to slowwwww down so you can take in the customer's perspectives. Ask yourself these questions:Why is the customer feeling this way? What is impacting them or their business right now that may be causing this?How would I want to be treated if I was the customer?What has happened previously that may be impacting how they are reacting?Are our current processes and policies adequate for the exact situation we're in right now?Is what the client is asking for unreasonable?By asking yourself these questions you have paused long enough to turn off your autopilot and think through your actions. I also recommend going for a walk. If you have any doubts as to how you have acted or how you plan to act, pull a colleague aside and walk them through the situation. Ask them for their advice on how they would handle this. Ask them for feedback on your planned course of action. Getting a second opinion can prevent the wrong action or help get things back on track.  The client goes silent. When you are experiencing a moment of truth, you have a brief period to identify and rectify the situation. If it's not handled correctly, you may have a client go dark on you. This is typically a clear sign that you failed to act appropriately from their perspective. It's best to acknowledge that so you can move forward. I had a situation where the CSM-client relationship had deteriorated but I hadn't noticed it quickly enough. They had kept pushing off meetings and were ignoring my reach outs. I asked for a brief call and said that the conversation was of a sensitive nature and could only be done by phone. After some additional prodding, the client agreed to meet, and I told them that we needed to do better. I recommended a path forward and asked them for their input. They agreed to my plan, and we were able to repair the relationship. This was lucky but it was only when I realized that this was a moment of truth and that I had to force the situation or risk losing the client forever.Your moment of truthI want you to think back again on recent conversations you've had with your customers or anyone for that matter. Did you face a moment of truth? How did you handle the situation? Would you approach things differently now that you saw the consequences of your actions?Consider client relationships that may be on the rocks or past interactions that you should have handled differently. What changes can you make to rectify these situations? What changes will you make when you experience another moment of truth? This is your moment of truth. What will you do? This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit chadhorenfeldt.substack.com

In our 36th episode, Gil talks category creation with two B2B leaders from the digital adoption and data detection categories. Panelists for this episode include Wayne McCulloch, Chief Customer Officer of WalkMe and leader behind the digital adoption category, and Howard Ting, CEO of Cyberhaven and leader behind the data detection and response category. You'll walk away from this episode with an understanding of brand positioning, leadership, and strategy. BONUS! Howard shares a framework you can use to differentiate your startup.

Wayne McCulloch is a model of amazing leadership. In Wayne's second appearance on the B2B Leadership Podcast, we dove into exactly what a C-Level executive does when joining a publicly traded company. You'll get to hear a masterclass on executive leadership. All leaders have to place bets, especially those new to an organization. In order to ensure the future success of his organization, Wayne made his first major bet on his people leaders. He put every single people leader in his org into the B2B Leaders Academy. You'll hear directly from Wayne on why this was the most important investment to make in his first few months with WalkMe. Podcast highlights: 0:51 - Wayne's new role - Wayne has taken on a new role as Chief Customer Officer at WalkMe since his previous appearance on the podcast. 6:11 - WalkMe's need for a CCO - How did that discovery come about? 10:08 - Brand interaction - How did Wayne show up on day 1 already positioned to make a big impact? 21:20 - Collective information sharing - How did Wayne drive a 5-week program with 31 work groups and 177 people globally to solve problems without having a single meeting? 26:49 - Making bets - What was the first significant bet Wayne made with regards to his new organization? 29:01 - Using research to create believers - What is the exponential impact of great people leaders? 29:36 - Ineffective leadership programs - What no longer works when it comes to leadership development and what do you need to enable today's leaders? 33:03 - Nils Vinje's flagship program - What is the B2B Leaders Academy? 34:40 - Shifting the leadership budget - How did Wayne secure a significant budget to invest in his people leaders? 38:46 - Aligning leadership development ideas - What advice would Wayne give someone who wants to get budget approval to invest in a program like the B2B Leaders Academy? Connect with Wayne McCulloch: https://www.linkedin.com/in/waynemcculloch/ Learn more about WalkMe at https://www.walkme.com/ Learn more about your own leadership style at: https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy, you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

In this episode Mike Pfeiffer chats with Wayne McCulloch, Chief Customer Officer at WalkMe, to discuss reinventing training and education.Connect with Wayne on LinkedIn:https://www.linkedin.com/in/waynemccullochThe Seven Pillars of Customer Success:https://www.amazon.com/gp/product/B0921XBHWGWalkMe - Digital Adoption Platform:https://www.walkme.com

On this episode we are joined by Wayne McCulloch, Chief Customer Officer at WalkMe. We'll discuss the future of Customer Success including the rise of the CCO position, the importance of data science, and what it means to be a consumption company.

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje sits down with Wayne McCulloch, Chief Customer Officer at WalkMe. (note: at the time of this recording, Wayne was working for Google) Wayne and Nils cover a lot of ground from how Wayne earned his first leadership promotion to the top 4 leadership characteristics that he looks for in any leader. In this episode... 1:48 - Wayne's two careers - Software training and Customer Success... 3:50 - Solving a problem no one asked Wayne to solve - How Wayne got into his first leadership position... 8:10 - The role of psychological safety in leadership - Give people permission to solve problems... 12:13 - How Wayne found out he was leading the wrong way - A very important conversation with his CEO... 15:30 - How to practice vulnerability - Acknowledge you don't have the answers... 18:40 - Getting promoted during an interview process - Asking powerful questions... 23:45 - You are a mountain climber, explorer, or deep diver - you need to understand how all the pieces fit together... 28:48 - Vertical versus horizontal focus - The more senior you are in an org, the more important the horizontal focus... 29:40 - Wayne's top 4 leadership characteristics - Coaching, Accountability, Empathy, Gratitude... 39:05 - Wayne's advice if he could go back in time - You are not as good as you think you are but you are not as bad as you think you are, and become known as a problem solver... Connect with Wayne McCulloch at https://www.linkedin.com/in/waynemcculloch/ Learn more about your own leadership style at https://www.30dayleadership.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to B2BLeadersAcademy.com and become the leader you have always wanted to be.

Wayne McCulloch is the Global Head of Customer Success for Google Cloud SaaS products. He is also the author of a recently-published book called The Seven Pillars of Customer Success, which Jeremey lauds as the best book on customer success he's ever read. Wayne touches on why empathetic people in customer success need to step up, why CS need to understand their job is not to sell, and why it's important not to focus so much on churn. Visit SalesLoft.com for show notes and insights from this episode.

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

The role of customer success is to build value on the promise of what the customer became a customer in the first place. Being so deeply invested in the customer's journey, CS must become more than trusted. It must become strategic. Joining me on this episode is Wayne McCulloch, Global Head of Customer Success at Google Cloud (Saas) and author of The Seven Pillars of Customer Success, to talk about the relationship between CS and CX: Wayne and I also discussed: - How there were 5-12 pillars in the beginning of the book - What the 7 pillars are, including strategic advisor - Why CS is similar to both parents and police - How a 1940s movie perfectly illustrates CS - Why you should use a 3rd party for customer exit interviews Check out these resources we mentioned during the podcast: - Wayne McCulloch on LinkedIn - Customer Success Pillars - Tom Hogan on LinkedIn - Maria Martinez on LinkedIn - CLEAR Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog. Listening on a desktop & can't see the links? Just search for Customer Experience in your favorite podcast player.

Today on the show we have Wayne McCulloch, Global Head of Customer Success at Google Cloud (SaaS).In this episode, we talked about the evolution of Customer Success at Salesforce, the greatest challenge Customer Success reps face and Wayne then shared his biggest learning moving into the Customer Success industry.We also discussed the importance of data when it comes to customer success at Salesforce, and dove into how to build a CS framework to reach a Salesforce or Google Cloud level of sophistication.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

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

We have 2 amazing Googlers joining us to talk about the launch of the Google Cloud Community. Join us for an exclusive interview and announcement of Google's brand new Google Cloud community from Wayne Mcculloch the Global Head of the Customer Success Solutions Team at Google Cloud, and Andrew Biernat Lead of Google's Cloud Customer Community. This community is the next step in Google's process of connecting more with us, their users and customers, to better understand and support our needs. Wayne and Andrew revealed to us that Googlers will be involved in this community, and will be accessible to members for questions and discussions around products and features. Go to googlecloudcommunity.com to register now! (Site will be live 23 June 9am America/Los_Angeles) Published Releases Evolving Rooms in Google Chat to Spaces to create a richer, more collaborative experience Get more control over how files can be shared with trust rules for Google Drive beta Enhanced content classification and DLP with Drive labels beta Stronger data security and privacy with Google Workspace Client-side encryption beta Background noise reduction in Google Meet now available to more users and turning on by default New admin settings to control who can join your organization's Google Meet calls, and which calls your users can join TLS support for Google Meet Improvements to Hand Raise in Google Meet, including automatic hand lowering, better notifications, and more Enable audit logs for Google Cloud Search Important changes to how the Google Calendar API manages and limits queries Other Links Molokai 2 Oahu Paddleboard World Championships Workspace Recap is the only show dedicated to and discussing all of the changes happening in Google Workspace on a weekly basis, as well as how all these changes affect our users and our businesses. Google Workspace is innovating at a breakneck pace, making it difficult to keep up and keep track. Join us each week as we discuss What's New in Google Workspace, Upcoming Google Workspace releases, and answer your questions. Hit the subscribe button, engage with us on Twitter at @WorkspaceRecap and on our website at workspacerecap.com

In this episode, our host Anika Zubair chats with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. The function of Customer Success is still maturing, and most companies are currently evolving and growing their CS departments. That being said, there are all these unanswered questions that people don't really mention or avoid. For example, is it okay to charge for CS, who should own the customer feedback loop, and should the CSM hold a revenue number?Podcast enquiries: sofia@planhat.com

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

Wayne McCulloch, author of The Seven Pillars of Customer Success, has more than 25 years experience in the software industry educating companies on the building blocks for Customer Success. He is a two time Chief Customer Officer, and ran global customer education services at HPE, IBM and Salesforce, and now he’s the Global Head of Customer Success at Google Cloud.  Wayne’s book is a manual for Customer Success teams - it gives the modern software company all the info on the best people, policies, and practices used to satisfy and delight customers at scale. Tune in to hear how customer success strategy, framework and metrics need to adapt in the Subscription Economy.

In this episode of the Customer Strategy Podcast, I'm talking with Wayne McCulloch who is the author of the brand new book: The 7 Pillars of Customer Success.This book is a blueprint for how to build a world-class Customer Success organization and should be read by every Customer Success professional.Wayne does a brilliant job of distilling his vast Customer Success experience from working at companies like IBM, Salesforce, Looker, and his current role running all Customer Success for Google Cloud.To get a copy of The 7 Pillars of Customer Success, visit CSPillars.com Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the show

This week, Wayne McCulloch joins us to discuss driving impactful client outcomes for your company! If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

This week, Wayne McCulloch joins us to discuss driving impactful client outcomes for your company!If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/This podcast is brought to you by Jay Nathan and Jeff Breunsbach...Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Join Kristen Hayer in conversation with Wayne McCulloch, Global Head of Customer Success (SaaS) at Google Cloud as we talk about his new book, The 7 Pillars of Customer Success. I’m excited for all of you to hear more about it along with Wayne’s tips for building a success program.

As a customer success leader, whose insight do you rely on for success? Your field is maturing, yet your profession is one of the fastest-growing in the world. There are tons of books ... The post The Seven Pillars of Customer Success: Wayne McCulloch appeared first on Author Hour.