Afleveringen
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On this week’s 14 min ‘Just One CS Thing’ Podcast, Chris Braley (Director of CS at Workiva) explains how tempting it is for CS teams to get carried away working on many customer related tasks and lose sight of what's really important. Keeping objectives simple will help move the overall needle the furthest.
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In this week’s 8 min ‘Just One CS Thing’ podcast, Valerie Focke explains an important way she keeps client onboardings on track is to ensure the main stakeholder engaged. Particularly with large enterprise clients, the main stakeholder might pass off the implementation to their team and step away - if they do this there is a risk that momentum might be lost.
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Zijn er afleveringen die ontbreken?
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If you don't have a plan, how are you going to make a plan come true? - to mis quote Oscar Hammerstein. The same is true in Customer Success - you need to know what success looks like for your customer and then create a plan that will help you and them get there
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This week, Sue shares the way she uses Change Management Sponsor Kits to help drive adoption
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This week, Aimé shares the way she uses retrospective meetings with her team and customers to deepen trust and accountability with her client partnerships.
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This week I discuss with Deborah Knight the importance of keeping the morale of your team high by celebrating small wins.
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This week, Mike Marshall describes to me, Dean Colegate, why he set up a CS leaders networking group in London and the benefits he thinks it offers.
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Danielle describes to me, Dean Colegate, how she maximises renewal and upsell revenue by combining classic Customer Success skills with deep questioning techniques she learned when she was in Sales.
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This week David Brown describes to me, Dean Colegate, the learning he had from a Sales colleague that change the way he has subsequently treated renewals in his CS organisations.
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This week I'm delighted to be joined by Lara Barnes who shares her Customer Lifecycle Project which transformed customer centricity in her company.
After several acquisitions, Lara realised there was so much mis alignment within her company that it was having a detrimental impact on their customers . As Senior VP of Customer Success she embarked on a project to change that which made big improvements in NPS, retention and the internal profile of CS.
