238 episodes

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.

Customer Support Leaders Charlotte Ward

    • Business

Customer Support Leaders have been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you! Hear different leaders discuss a topic with me, Charlotte Ward.

    Throwback to Ep 83: Remote Work with Ash Rhodes

    Throwback to Ep 83: Remote Work with Ash Rhodes

    Week 80 Throwback: Remote Work


    Ash Rhodes pitched this topic to me with one phrase, and I took him up on his offer.
    Support the show (https://www.patreon.com/user?u=28654526)

    • 7 min
    Throwback to Ep 79: Forecasting in Support with Matt Dale

    Throwback to Ep 79: Forecasting in Support with Matt Dale

    Week 80 Throwback: Forecasting in Support


    Matt Dale tells how he’s been refining his model for seven years, so don’t go looking for any quick and accurate answers in your first forecasting efforts.
    Support the show (https://www.patreon.com/user?u=28654526)

    • 7 min
    Throwback to Ep 72: Support Contributing to Revenue with Mo McKibbin

    Throwback to Ep 72: Support Contributing to Revenue with Mo McKibbin

    Week 80 Throwback: Support Contributing to Revenue


    This is such an interesting topic for most of us, that we’re visiting it twice this Throwback Week!  In this episode from the archives, Mo McKibbin joins me for the first time to talk about the topic that has defined such a huge part of her CS leadership career: Support Driven Growth
    Support the show (https://www.patreon.com/user?u=28654526)

    • 7 min
    Throwback to Ep 71: Support Contributing to Revenue with Mike Redbord

    Throwback to Ep 71: Support Contributing to Revenue with Mike Redbord

    Week 80 Throwback: Support Contributing to Revenue


    Mike Redbord talks about the invaluable information and data your support team is already gathering, that might very well generate revenue.
    Support the show (https://www.patreon.com/user?u=28654526)

    • 6 min
    Throwback to Ep 62: Onboarding New Hires with Ash Rhodes

    Throwback to Ep 62: Onboarding New Hires with Ash Rhodes

    Week 80 Throwback: Onboarding New Hires


    Ash Rhodes isn’t a List Person, but he knows they’re useful for onboarding. We also find a name for that spyglass thing you do with your hands.
    Support the show (https://www.patreon.com/user?u=28654526)

    • 7 min
    Throwback to Ep 56: Building Leaders in Your Team with Meredith Molloy

    Throwback to Ep 56: Building Leaders in Your Team with Meredith Molloy

    Week 80 Throwback: Building Leaders in Your Team
     
     Meredith Molloy returns to talk about how you spot, and care for a unicorn!
    Support the show (https://www.patreon.com/user?u=28654526)

    • 6 min

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