This is Growth!

Daphne Lopes
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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. Redefining Customer Success: How AI is Transforming CS with Elias Torres (Part 1)

    5 DAYS AGO

    Redefining Customer Success: How AI is Transforming CS with Elias Torres (Part 1)

    In this episode, cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords. Our special guest Elias brings hands-on expertise in building and scaling AI solutions: ⚡️ Co-founded Drift (acquired by Salesloft for $1.2B) ⏫ Now building Agency, the AI Agent for B2B Customer Success In this episode, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success. What we'll cover: Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples Future Vision: What CS professionals need to know about their evolving role in an AI-powered world Tune in for straight-talking insights from the frontlines of AI and CS!

    58 min
  2. 6x Engagement, 29% Faster Deals: The Art of Strategic Gifting with Kris Rudeegraap (founder of Sendoso)

    12/19/2024

    6x Engagement, 29% Faster Deals: The Art of Strategic Gifting with Kris Rudeegraap (founder of Sendoso)

    In this festive episode, I sat down with Kris Rudeegraap to unwrap the magic of gifting in business. Spoiler alert: it’s not just a nice-to-have—it’s a must-have! 🎁 We dive into the transformative power of gifting and direct mail, answering key questions like: ✨ How do you seamlessly integrate moments of delight into the customer journey—without treating them as an afterthought? 🎉 What are some standout examples of how teams are using gifting to supercharge sales and create unforgettable post-sales experiences? 💡 What’s the ROI of gifting, and how can you make a compelling case to your CFO that it’s worth the investment? With the holidays around the corner, this episode is packed with festive cheer and practical advice to help you close deals faster and build lasting relationships. Whether you’re in sales, marketing, or customer success, Kris shares incredible insights (and a few fun anecdotes!) that’ll have you rethinking the power of a well-timed gift. Tune in, grab some eggnog, and get ready to level up your gifting game! 🎄✨

    32 min
  3. Building Teams That Drive $50M Pipelines and 93% Retention

    11/21/2024

    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
  4. 10x Your Customer Success Team Using The CRM + AI with Kirsten DiChiappari, VP of CS at VCom Solutions

    10/31/2024

    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
  5. Information Clutter is Harming your Customer Success Strategy

    09/10/2024

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

    08/22/2024

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

    07/11/2024

    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

  8. 07/09/2024

    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
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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 - 2025
  • Episodes
    34
  • Rating
    Clean
  • Copyright
    © Daphne Lopes
  • Show Website
    This is Growth!

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