107 episodes
Unchurned - The No. 1 podcast for Customer Success Josh Schachter - UpdateAI
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- Business
The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. The CS & BS series is a part of the Unchurned podcast wherein, with each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team.
Unchurned, and the CS&BS series, are presented by UpdateAI - https://update.ai/
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Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft)
#updateai #customersuccess #saas #business
Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and practical strategies for achieving customer success metrics.
Timestamp
0:00 - Preview & Intro
7:50 - Human touch in the AI world
13:10 - Using AI for CS insights
22:30 - Challenges for integrating tools & systems
25:53 - How does leadership evaluate CSMs
29:47 - Automating customer onboarding
33:40 - Enhancing productivity & generating value using AI
39:44 - Closing
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👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Michael Forney: https://www.linkedin.com/in/michael-forney/
Sam Loveland: https://www.linkedin.com/in/sam-loveland-b19775/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
______________________
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. -
Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory)
#updateai #customersuccess #saas #business
Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making.
Timestamps:
0:00 - Preview
1:56 - BS & Intros
7:20 - Overlap of Cybersecurity & CS
11:54 - 80% of AI is Getting Data in the Right Format
18:52 - Business Intelligence for CS Teams
20:30 - Do CSMs Need a Data Mindset?
22:45 - Pendo Isn't Designed for CSMs
26:40 - Importance of Understanding Personas
28:40 - Good Food. Good Business. Good Life.
34:34 - Do Traditional CS Platforms Solve Real Problems?
46:46 - Closing
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👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Alok Shukla: https://www.linkedin.com/in/akshukla/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
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Keywords:
How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Pendo, FunnelStory, Data mindset, Customer success platforms, Alok Sharma, customer progression, technology adoption, cybersecurity, big data analysis, human interactions, behavioral insights, business intelligence, data mindset, customer relationships, in-person meetings, post-COVID era
______________________
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. -
Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik)
In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss:
0:00 - Meet Nick & how health scores help predict customer churn risk
7:00 - Working at LinkedIn inspired Nick's startup journey
13:03 - Nick's experience as an immigrant
17:45 - The role of core values in guiding operations and solving conflicts
23:10 - Finding early customers who understand the startup mentality
26:00 - Using data-driven content can enable scaling
#updateai #customersuccess #saas #business
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Nikola Mijic: https://www.linkedin.com/in/nikola-mijic-9012201b/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
______________________
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. -
CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners)
#updateai #customersuccess #saas #business
John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements.
Timestamps
0:00 - Preview, Intros & Leading an Ice Hockey team
9:15 - Playing with the winning team
15:02 - Creating a venture firm for post-logo entrepreneur support
20:10 - Investment thesis
24:44 - Investing in Loamy
30:25 - CS Meetup
35:20 - The future of work with AI
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👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
John Gleeson: https://www.linkedin.com/in/johngleeson10/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
______________________
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. -
How to Gain Control of Your Customers and Win Trust ft. Damien Howley
Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product.
Timestamps
0:00 - Preview & Intros
4:00 - Control Your Customer
5:50 - Interpreting customer experience
8:17 - STO framework
11:30 - Segmenting customer accounts and tracking engagements
15:40 - Customer happiness is over-rated?
18:40 - Celebrating every customer win as a CSM
Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success.
"The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley
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👉 Connect with the guest
Damien Howley: https://www.linkedin.com/in/damienh/
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like -
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta
Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:
- The changing job market and customer expectations
- Aligning CS with revenue and business outcomes
- Standardizing practices while keeping the human touch
- Major industry moves and consolidation
Get an insider's perspective from one of CS's most respected voices - with some surprises along the way. A must-listen for CS pros at any level.
Timestamps:
0:00 - Preview & Intros
3:44 - Pulse 2024 at St. Customer Success
5:23 - Nick's Pulse 2024 outfit
10:20 - The state of CS in 2024
18:00 - The lack of accountability
18:53 - The term "Customer Success" is vague
22:40 - Customer Success is a part of the product
25:59 - Nick's priorities for the rest of 2024 & BS!
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Nic Mehta: https://www.linkedin.com/in/nickmehta/
👉 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/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango