Cele mai bune The Customer Success Podcast podcast-uri (2024)

1
IMPROVE Customer Surveys and INCREASE Survey Response Rates 24:43

1d ago24:43

24:43

In this interview, Dannah Vaughan, Director of Customer Success at Apty, shares with us her strategies in increasing survey response rates. She implemented innovative techniques that not only QUADRUPLED response rates, but also enhanced customer engagement and operational efficiency. Dive into this session to uncover the secrets behind her success!…

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How to Recognize and Leverage the Moments that Matter ft. Daniel Silverstein (Carta) 44:56

3d ago44:56

44:56

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market condit…

1
Four Ways to Measure Your Digital Customer Success Program | Episode 070 22:35

4d ago22:35

22:35

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration In today's show... Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing fro…

1
What Can CS Learn from Sales in Order to Drive Revenue Growth? 31:07

10d ago31:07

31:07

Episode Guest: Rav Dhaliwal, Investor & Former CS Exec LinkedIn Profile | Rav's Blog Link to Rav's article: The Opportunities for Customer Success In the inaugural episode of CS RevSpeak, Angeline sits down with Rav Dhaliwal, a seasoned Customer Success executive turned investor, to explore the evolving role of Customer Success in revenue generatio…

1
Using AI in Your Daily Customer Success Routine with Alex Turkovic 48:23

17d ago48:23

48:23

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. The podcast episode features Alex Turkovic discussing the integration of AI in customer success routines. Key topics include practical applications of AI, tools for cu…

1
How Alex Turkovic Built a Digital Customer Success Team 28:35

8d ago28:35

28:35

How can businesses build and optimize customer success practices in the digital age? Alex Turkovic, Director of Global Customer Success at Flexera (formerly known as Snow Software), answers all of your questions about digital customer success in this episode! Delve into innovative strategies, tactical automation, and impactful insights as Alex shar…

1
How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer) 52:04

10d ago52:04

52:04

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains ho…

1
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 40:22

11d ago40:22

40:22

In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trus…

1
Scaling CS: Boost Your Net Retention Rate from 100% to 120% 15:53

15d ago15:53

15:53

How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference. Click here to watch the epis…

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Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 40:36

18d ago40:36

40:36

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…

1
Introducing CS RevSpeak: Empowering CS Leaders to Drive Revenue 4:52

19d ago4:52

4:52

Welcome to CS RevSpeak! This podcast is for Customer Success leaders driving revenue growth. Join me, Angeline Gavino, as I dive deep into strategies, frameworks, and insights from top CS experts. Tune in for actionable tips that empower your CS team to succeed! Subscribe to CS RevSpeak! If you found today’s episode valuable, make sure to subscribe…

1
How to Become a Value-Driven CSM 34:11

21d ago34:11

34:11

Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively. Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecusto…

1
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35

25d ago53:35

53:35

In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…

1
Why You Need to Implement a Customer Champion Program!! 18:39

29d ago18:39

18:39

Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to reducing churn,…

1
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 49:18

1M ago49:18

49:18

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…

1
Achieving 120% NRR with the OGSMT Framework 34:17

1M ago34:17

34:17

Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watch the video on …

1
Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures) 46:02

1M ago46:02

46:02

#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards,…

1
The Four Pillars of Digital Customer Success | Episode 065 31:35

1M ago31:35

31:35

In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …

1
Elevating Net Retention Rate with Capability Adoption Scores 33:21

1M ago33:21

33:21

How can telemetry data and capability adoption scores drive higher net retention? Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data …

1
Leading with Value and Increase Revenue in Customer Success with Madelyn DePrey 36:00

2M ago36:00

36:00

Learn more about our show sponsor CSM RevUP Academy: https://thecustomersuccesspro.com/csm-revup-academy/ Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro Podcast, host Ani…

1
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 53:09

2M ago53:09

53:09

In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…

1
Strategic Insights into the CSM Pooled Model 32:31

2M ago32:31

32:31

How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model can drasticall…

1
How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai) 44:53

2M ago44:53

44:53

#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future con…

1
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 45:10

2M ago45:10

45:10

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success t…

1
TAM vs CSM: Navigating Customer Success Roles 29:31

2M ago29:31

29:31

Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry expe…

1
Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi) 55:09

2M ago55:09

55:09

#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 r…

1
Is Customer Success Becoming Sales? w/ Jason Noble 34:11

2M ago34:11

34:11

Despite Customer Success function being the key to customer retention and business growth, it has often been looked upon as a cost center. With efforts to commercialise customer success, the narrative turning Customer Success into Sales comes into the picture. Jason Noble, VP Global Customer Success at Vinli and the co-host of "The Jasons Take On" …

1
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:37

2M ago1:01:37

1:01:37

Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conver…

1
Should we merge CS and Support roles? 26:32

2M ago26:32

26:32

Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…

1
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 53:19

2M ago53:19

53:19

This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading. Chapters: 00…

1
Why the KORE Score Framework will Retire the Net Promoter Score 30:41

2M ago30:41

30:41

Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…

1
Dating, CS & Banter ft. Ben Winn (FirstMark) 42:05

2M ago42:05

42:05

#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, …

1
Driving Customer Retention and Customer Growth at Scale with Daphne Costa Lopes 51:21

2M ago51:21

51:21

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at sc…

1
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 33:00

2M ago33:00

33:00

In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup Survey Link Latest Digit…

1
Monetizing Customer Success - A Masterclass in CS Revenue Generation 31:27

3M ago31:27

31:27

Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…

1
Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) 51:22

3M ago51:22

51:22

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 & Int…

1
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:00

3M ago51:00

51:00

Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of custo…

1
Take Your CS Operations Team to the Next Level 25:48

3M ago25:48

25:48

What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…

1
Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk 44:19

3M ago44:19

44:19

#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…

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 48:33

3M ago48:33

48:33

Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch i…

1
If You Don't Have a Customer Advisory Board Yet...Listen to this! 28:31

3M ago28:31

28:31

How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…

1
Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) 50:53

3M ago50:53

50:53

#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, SuccessHACK…

1
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 53:44

3M ago53:44

53:44

Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-dr…

1
Career Change - From Tech Support to CS 26:07

3M ago26:07

26:07

Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…

1
Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft) 47:47

3M ago47:47

47:47

#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 …

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 46:57

3M ago46:57

46:57

Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Chapters: 00:02:28 - Intro…

1
What You Don't Know About Customer Success Career Paths - Deltek Does! 24:46

4M ago24:46

24:46

Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…

1
Understanding Escalation Management with Parker Chase Corwin 37:53

4M ago37:53

37:53

Despite our best efforts at keeping our customers at ease, it may so happen that the customers may not be fully delighted. Understanding, managing, and fulfilling customer expectations needs our proactive approach as CSMs. In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer ma…

1
Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) 47:19

4M ago47:19

47:19

#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 …

1
How to Get Hired in Customer Success in a Tough Job Market with Jared Orr 46:02

4M ago46:02

46:02

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey. In this episode of the Customer Success Pro podcast, hosted by Anika Zubair, guest Jared Orr, a Senior Customer Success Manager and copywriter, shares his journey over…

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