Podcast by Strikedeck & Kristen Hayer
Ep 98, Donna Weber, Onboarding Matters
Join Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches.
Check out these links:
New Book: https://www.donnaweber.com/book
Onboarding ≠ Implementation: https://www.donnaweber.com/post/onboarding-implementation
The Neuroscience of Customer Onboarding: https://www.donnaweber.com/post/the-neuroscience-of-customer-onboarding
Don’t Let New Customers Fall Through the Cracks: Four Ways to Nail the Handoff: https://www.donnaweber.com/post/don-t-let-new-customers-fall-through-the-cracks-four-ways-to-nail-the-handoff
Ep 97, Sherrod Patching, TAMs vs CSMs
Join Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how Gitlab has approached their choice of TAMs.
Ep 96, Heather Matthews, Communication & Service in Customer Success
Kristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.
Ep 95, Jim Kalbach, The Jobs to be Done Playbook
Join Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.
Ep 94, Max Klimmek, Building & Scaling a Global CS Team
Join Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.