This is Growth!

Daphne Lopes
  • 5.0 (3)
  • MANAGEMENT
  • UPDATED MONTHLY
This is Growth!

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business. We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

  1. Building Teams That Drive $50M Pipelines and 93% Retention

    NOV 21

    Building Teams That Drive $50M Pipelines and 93% Retention

    What does it take to lead high-performing teams and drive meaningful business growth? In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership. Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver. Perfect for leaders looking to inspire their teams and deliver measurable results.

    48 min
  2. 10x Your Customer Success Team Using The CRM + AI with Kirsten DiChiappari, VP of CS at VCom Solutions

    OCT 31

    10x Your Customer Success Team Using The CRM + AI with Kirsten DiChiappari, VP of CS at VCom Solutions

    In this episode, Daphne Costa Lopes talks with Kirsten DiChiappari, VP of Customer Success at VCom Solutions, to explore how CRM and AI can transform the way you serve and retain long-tail customers. Kirsten shares her journey from HR to CS leadership and dives into the tools and segmentation methods that have driven stellar retention rates at scale. What we’ll cover: Retention Reimagined: How to scale CS operations without sacrificing quality. Smart Scaling: Using CRM and AI for meaningful engagement with low-touch customers. Real Results: How Kirsten’s team optimizes efficiency and impact through data-driven customer success. Tune in for powerful insights on scaling CS and transforming customer retention!

    51 min
  3. Information Clutter is Harming your Customer Success Strategy

    SEP 10

    Information Clutter is Harming your Customer Success Strategy

    Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right content to customers so they can take action without overwhelming them. Shachar https://www.linkedin.com/in/shacharavrahami/

    48 min
  4. Boost CX Personalisation by 225% using HubSppot, with Paul Weston GM of Product

    AUG 22

    Boost CX Personalisation by 225% using HubSppot, with Paul Weston GM of Product

    Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth, we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience. Perfect for Customer Success Managers, Directors, and SaaS professionals looking to stay ahead of the curve. Tune in now to transform your approach to customer success! This is Paul: https://www.linkedin.com/in/pfweston/

    37 min
  5. Reduce Churn by 95% Within Six Months with Elad Donsky, CEO of Mayple

    JUL 11

    Reduce Churn by 95% Within Six Months with Elad Donsky, CEO of Mayple

    In this episode, discover how you can revolutionize customer retention in your long tail. Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale. Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention. What we’ll cover: • Busting Retention Myths: Why you SHOULD put human resources behind small customers. • The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers. • Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple. Tune in for game-changing insights and strategies!

    48 min

  6. JUL 9

    CS MasterClass [Bonus Episode]: Mastering a Revenue Generating CSM Role

    In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM. Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role! Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

    41 min
  7. CS MasterClass #5: Creating a Revenue Generating Customer Success Team

    JUN 25

    CS MasterClass #5: Creating a Revenue Generating Customer Success Team

    In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team. Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse. Here’s what we’ll cover: • What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners. • How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable. The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

    53 min
  8. CS MasterClass #4: How To Communicate The Value You Deliver

    JUN 18

    CS MasterClass #4: How To Communicate The Value You Deliver

    In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers. Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers. Here’s what we’ll cover: What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively. Who You Should Be Communicating Value To: Identify the key stakeholders and decision-makers in your customer’s organization to ensure your message reaches the right audience. At What Points in the Journey You Should Be Communicating Value: Learn the critical touchpoints throughout the customer lifecycle where value communication can have the most impact. How You Can Scale Value Communication: Discover strategies to efficiently and consistently communicate value across your entire customer base. The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving. Don’t miss this episode to master the art of value communication in customer success!

    46 min
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5
out of 5
3 Ratings

About

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business. We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

Information

  • Creator
    Daphne Lopes
  • Years Active
    2022 - 2024
  • Episodes
    32
  • Rating
    Clean
  • Copyright
    © Daphne Lopes
  • Show Website
    This is Growth!

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