Tired of overly niche customer success conversations that might as well be in a different language? CS School is the podcast that strips customer success back to basics. Tune in so you don’t zone out.
Ever wanted to have a full overview of how segmentation works in customer success? Check out CS School. Always wondered what the psychology behind CS is? Head to CS School. Wanna know the best way to tackle renewals? Find out at CS School.
Redefining customer advocacy with Haig Kingston, OpenBlend
Do your customers rave about your brand to friends and colleagues? They should! Turning satisfied customers into loyal advocates is essential today. Yet most companies drop the ball when it comes to post-sale customer experience.
In this episode, we’re exploring why customer success teams must radically shift their approach to spark organic advocacy and word-of-mouth marketing in an online review world. We chewed the fat with CX maestro, Haig Kingston, Head of Customer Success at OpenBlend, on how to obsess over lifetime customer value, foster brand loyalty, and leverage your happiest customers as a secret sales team.
Demystifying digital customer success with Alex Turkovic
Joining us on this episode of the CS School podcast is Alex Turkovic, Director of Adoption Programs (Digital Customer Success & Customer Education) at Snow Software. Alex and our host Grace delve into the fascinating confluence of digital customer success.
This episode is a treasure trove of wisdom for anyone looking to demystify digital customer success and leverage it to its full potential. Alex expertly navigates through the complexities of digital customer engagement, the critical role of generative AI, and the indispensable balance between technology and human interaction. With engaging anecdotes and practical advice, the conversation reveals how digital customer success strategies can not only simplify processes but also significantly amplify the impact of customer success teams. Whether you're a customer success professional aiming to refine your strategy, or simply curious about the future of customer engagement, this episode offers valuable insights into making digital customer success a driving force in your organization.
With a rich background that spans audio engineering in the music industry to leading customer education and digital customer success initiatives, Alex brings a unique perspective to the table, shedding light on the transformative power of digital tools and strategies in enhancing customer journeys.
Speaking segmentation | Kimberly Ayala, Akeneo
“How do I see tech touch coming into play? I see that it’s really going to make a difference, specifically, if you’ve got one customer who isn't going to respond well to a QBR, or who perhaps doesn't want a biweekly call. We need to make sure they’re engaged in other ways."
Customer segmentation is an indispensable part of customer success. Without it, you can’t truly aim to provide every customer with the service and experience they require.
In this episode of CS School, we sat down with Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but how and why is it employed?
Tune in to find out just how Akeneo’s customer success team tackles this crucial topic.
Key topicsHow you can customize your tech touch approach for different segmentsAkeneo’s secret recipe for efficiency through technologyWhat automation and AI really mean for segmentationHow you can segment to monetize customer successThe trick to balancing tech touch with customer expectationsKimberly’s advice to overcoming challenges with customer segmentation
ResourcesConnect with Kimberly on LinkedInDon’t miss her talk at Customer Success Festival New YorkBe a part of the conversation in the CSC Slack channelBecome a member and tap into a bank of expert-vetted resources
A little about our guestCustomer success has been Kimberly’s calling for over a decade now – you could say she’s one of the OG's in this field! Her passion for helping customers achieve their goals lit a fire early on. She loves rolling up her sleeves, getting scrappy, and doing whatever it takes to drive success.
The thrill of project management combined with genuine connection with people makes customer success the perfect space for her.
Now Kimberly’s fortunate to lead a team of remarkable CSMs. It's deeply fulfilling to help them grow into their own as professionals.
Be on the pod!Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective Slack channel.Have you got something to say? Perhaps you wanna be on the podcast, or know someone who’d be a great guest? Get in touch, contact firstname.lastname@example.org. 📩
Harmonizing the hustle between customer success and sales: Part 2
In the second installment of our podcast two-parter that inspects the relationship between customer success and sales, we had the pleasure of being joined this time by Taylor Hodges, the Global Head of Customer Success at JLL Technologies, who shared invaluable insights from their journey in customer success.
Taylor revealed how JLL has ingeniously aligned their sales and customer success teams by industry verticals. This innovative approach involves the formation of “pods” – small, focused teams consisting of a sales rep, a CSM, and a Product Manager. Wanna hear more about how JLL defines and distinguishes their roles and RACI? Hit play and you'll find out.
Harmonizing the hustle between sales and customer success: Part 1
Balancing your sales and customer success functions is crucial for any growing business seeking to drive revenue while delivering ongoing value.
But there are ongoing questions that surround both customer success and sales functions: who’s responsible for revenue growth, customer outcomes, and new acquisition metrics, and how can C-suite leadership create alignment between the two?
There isn’t anyone better suited to answer our burning questions and shed light on this critical topic than Chris Dishman, SVP of Customer Success at Totango.
We sat down with Chris and dived into the nuances between these two pillars, specifically how to:
Navigate how the customer success role has evolved in relation to sales,Choreograph collaboration between the teams,Steward seamless transitions and handoffs,Intertwine metrics for mutually reinforced success.
Get your AirPods ready for practical wisdom on fostering a tight-knit relationship between sales and CS from one of SaaS's most respected CS leaders.
Same goal, different playbook: CSM role variety across companies | Romiel Noumbissi
This one goes out to the people in the back: customer success is not monolithic. It’s all well and good talking about the ins and outs of the CSM role, but one size definitely doesn't fit all.
CSM roles can vary wildly depending on the organization's priorities and business model. In some companies, CSMs are sales superstars who live and breathe renewals and upsells. But in other organizations, CSMs take on more of a project manager hat, directing and overseeing the successful delivery of the product or service.
So while all CSMs want happy customers and shared value, their day-to-day reality can be quite different depending on whether their employer wants them to be a sales machine or a delivery guru.
This important nuance is what brings Romiel Noumbissi, Customer Success Manager at Synup, back on the podcast. Tune in to find out just how to evaluate these very different CSM roles.
Which key metrics are utilized by sales-focused CSMs vs. project-delivery CSMs.Onboarding is crucial across both models to form a good vendor reputation and relationship with the customer.Achieving time to first value requires understanding the customer's use case, maintaining open communication, and setting realistic expectations.When transitioning between models, CSMs should understand the new organization's expectations, draw connections from their experience, and ask questions about the role in interviews.CSMs should tailor their resumes and highlight relevant metrics - sales-focused roles may highlight revenue metrics more, while project-focused roles emphasize delivery metrics.