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Revenue-centric customer success culture w/ Maranda Dziekonski
Manage episode 414369568 series 3484312
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CS is evolving, with a push towards revenue. While focusing on nurturing the customer relationship, CSMs are now tasked with making sales.
Balancing the art of creating an excellent customer experience along with revenue generation is a herculean task.
Maranda Dziekonski, SVP, CS & Ops at Datasembly, joins Mausmi Ambastha,on this episode of the Scale Tale Podcast to discuss how the future of CS is beyond support & success of the customer and how it leads revenue-generating activities like renewals, upsells, and even cross-sells with existing customers.
We'll hear Maranda detailing the intricacies of negotiation skills for CSMs, the power dynamic shifts within account teams, and the impact of budgets and resources on customer success. She outlines a value cycle essential for customer success to be involved right from lead generation to understanding customer goals – the roadmap for adding value to customer partnerships.
Timestamps
0:00 - Preview & Introduction
2:55 - Should you adopt revenue-centric CS
8:36 - Will CS be displaced by account management?
12:40 - The right time to introduce CSMs to customers in the customer journey
19:21 - Upsell by going wider in the organization
24:04 - The easiest way for CSMs to learn the skills of negotiation & upselling
29:45 - What changes in organizations when CS is tied to revenue
32:45 - Closing
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Maranda Dziekonski, SVP, CS & Ops at Datasembly has over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups. Her specialties are in Customer Success (B2B, B2C, B2B2C), Customer Support (B2B, B2C), Tech Support, Contact Centers (Inbound/Outbound), Sales, and various other teams in operations. She has been honored as a Top 100 Customer Success Strategist in both 2017 & 2018, Top 25 Customer Success Influencer Judge in 2020, Top 25 Influencer for both 2021 and 2022, and sits on numerous boards.
Follow Maranda on LinkedIn 👉https://www.linkedin.com/in/marandaanndziekonski/
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Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/
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