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

Unchurned - The No. 1 podcast for Customer Success

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 conditions and IPO readiness.

The episode also explores AI's future role in predictive analytics and customer health, highlighting how ongoing education and internal enablement are crucial for CSMs. Lastly, Jon and Daniel examine the impacts of market consolidation and M&A trends on customer churn, offering valuable insights for businesses looking to enhance their customer success initiatives.

Key Takeaways:

- Understanding customer life cycles is essential for effective engagement.

- Constraints can drive innovation within customer success strategies.

- Structured communication and targeted plays fuel upselling and retention.

- Predictive analytics and AI are transforming customer health insights.

- Ongoing education and certification are vital for CSM effectiveness.

- Market trends significantly influence customer churn dynamics.

Tune in for a wealth of knowledge on how to elevate your customer success strategies and adapt to evolving market landscapes!

Timestamps

0:00 - Preview, Meet Daniel

2:05 - Introduction to Carta & its mission

7:53 - Understanding core components of Customer Success & the venture lifecycle

13:00 - Efforts to ensure customer engagement and education

17:00 - Navigating a sticky product amidst challenging market conditions

24:00 - Mergers and acquisitions lack transparency and clarity

28:15 - Gathering customer insights using data, liquidity triggers

35:10 - Identifying moments to ensure customer success

41:50 - Closing

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Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Daniel Silverstein: https://www.linkedin.com/in/daniel-silverstein-4125735b/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics, Customer success, Daniel Silverstein, customer lifecycle, venture-backed companies, training CSMs, AI influence, CSM processes, customer engagement, upselling, revenue growth, cross-selling, retention, operational life cycles, fundraising rounds, predictive modeling, churn prediction, Net Promoter Score (NPS), market conditions

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.