CS School

Customer Success Collective
  • 4.4 (5)
  • MANAGEMENT
  • UPDATED BIWEEKLY
CS School

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.

  1. 08/28/2024

    Redefining customer experience with Raymond Otero, Microsoft

    In this episode of CS School, we're joined by Raymond Otero, the Director of Global Customer Experience (Strategic Programs) at Microsoft, about the intersection of customer experience (CX) and customer success (CS).

    42 min

  2. 08/08/2024

    How to improve your emotional intelligence (EQ) with Jenelle Friday with Jenelle Friday, Forecastable

    In this episode, we're joined by Jenelle Friday, VP of Customer Success at Forecastable, about emotional intelligence (EQ) and its importance in customer success. We discuss the four pillars of emotional intelligence: self-awareness, self-management, social awareness, and relationship management. Janelle emphasizes the need for self-awareness as the foundation of emotional intelligence and the importance of understanding oneself and one's emotional triggers.

    45 min

  3. 06/05/2024

    CS Ops: The innovative frontier of customer success with Roger Mendez

    In this episode, we're joined by Roger Mendez, Global Leader, Strategic Programs, Customer Success & Acceleration at Cisco, about the critical role of customer success operations, AKA "CS Ops."

    46 min

  4. 04/29/2024

    How customer success impacts go-to-market with Akash Singh, Software AG

    In this episode, we're joined by Akash Singh, Head of Customer Success (APJ) at Software AG, about the importance of customer success in go-to-market (GTM) strategy. We discuss driving adoption, navigating compliance and user privacy, evaluating customer success team performance, and aligning CS with GTM culture.

    28 min

  5. 04/11/2024

    How to onboard a new Customer Success Manager | Jess Galenski, Apryse

    Onboarding new CSMs is crucial for their success and the success of the company. In those first 90 days, you have the opportunity to establish the mold of your customer success team and determine its future. In this episode, we're joined by Jess Galenski, Director of Customer Success at Apryse, to discuss how she onboards her new Customer Success Managers to set them, and their future clients, up for success. TakeawaysSet clear goals and milestones for new hires during their onboarding process.Provide resources and training documents to help new CSMs learn about the company, systems, processes, and products.Facilitate connections with other teams and stakeholders to help understand the company's ecosystem.Encourage your new hires to be curious, ask questions, and provide feedback to improve the onboarding process.Onboarding practices should be sustainable and scalable to accommodate the growth of the company.

    31 min

  6. 03/14/2024

    CSMs: The customer's guide to advocacy with Cristy Rahman

    Most companies drop the ball when nurturing customers into passionate advocates. Advocacy is the real payoff. So, why are so many companies getting it wrong?  For customer success specialist Cristy Rahman, CSMs are the customers' compass toward advocacy. In this episode, we dive deep into the vital role Customer Success Managers play in championing their clients and ensuring lasting success - bridging that critical gap between closing the deal and nurturing long-term customer relationships. Cristy brings a wealth of experience from her background in sales and her passion for customer success. She shares how shifting from transactional sales interactions to prioritizing relationships completely transformed her approach to customer success. What we discussedIn this insightful episode, Cristy opens up about the transformative journey of CSMs toward championing customer advocacy, focusing on key areas such as: Her transition from sales to customer success and its profound effect on cultivating deeper customer connections.The critical importance of seamlessly passing the baton from sales to you, the CSM, to kickstart the advocacy journey.Essential strategies you can employ to build rapport and trust, laying the groundwork for strong advocacy.How to navigate the bumps along the way and keep your customers' trust when outcomes fall short of expectations.The power of empathy and proactive communication in solidifying your relationship with customers.Actionable advice tailored for you, the CSM, to foster advocacy by aligning with customer goals and sharing valuable insights for shared victories.Aiming beyond mere satisfaction to extend customer lifetime value through deliberate advocacy and partnership efforts.

    36 min

  7. 02/21/2024

    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.

    23 min

  8. 02/07/2024

    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.

    35 min
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Ratings & Reviews

4.4
out of 5
5 Ratings

About

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.

Information

  • Creator
    Customer Success Collective
  • Years Active
    2022 - 2024
  • Episodes
    33
  • Rating
    Clean
  • Copyright
    © Product Marketing Alliance LTD
  • Show Website
    CS School

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