25 avsnitt

On The Customer Success Channel we discuss customer success with SaaS entrepreneurs in the global start-up scene. We dive into important and relevant topics to help spread knowledge and answer questions about customer success, engagement, support, experience and more.

Planhat is a Swedish B2B SaaS company that develops products for Customer Success teams. Check us out at www.planhat.com :)

The Customer Success Channel Planhat

    • Näringsliv

On The Customer Success Channel we discuss customer success with SaaS entrepreneurs in the global start-up scene. We dive into important and relevant topics to help spread knowledge and answer questions about customer success, engagement, support, experience and more.

Planhat is a Swedish B2B SaaS company that develops products for Customer Success teams. Check us out at www.planhat.com :)

    Managing Customer Success with Third Party Vendors

    Managing Customer Success with Third Party Vendors

    Working with third party vendors to provide your customers with additional services is beneficial to you and the other vendor involved. It can do a lot from a sales perspective by helping to drive business to you and your partners business more quickly.

    But in Customer Success we’re all about the relationship post-sales, and there is no reason to drop the ball on the customer relationship and success for either party.

    The third party vendor relationship can be a challenging one to navigate when it comes to how to handle customers; when is it the third-party’s responsibility to step in? Who is the best contact for the customer when it comes to handling issues?

    I talked to Violaine Yziquel, Director of Customer Success at Box, about it. She’s in the process of creating and testing out new processes to ensure that this relationship doesn’t sacrifice the customer’s success.

    • 29 min
    How to Focus on Success Driven Outcomes

    How to Focus on Success Driven Outcomes

    This week I spoke with Paul Henderson, an author, speaker, consultant and founder of Outcome Leaders on customer success, about his new book that’s coming out. The book is called The Outcome Generation - How a New Generation of Technology Vendors Thrive Through True Customer Success, and it provides advice for companies who want to take their operations to the next level with a customer success mindset in marketing, sales, and customer success by focusing on success outcomes.

    You can find his book coming out on Amazon, and more info on his site: gen3cs.com.

    • 26 min
    Customer Experience & Usability; Essential components of customer success

    Customer Experience & Usability; Essential components of customer success

    Customer experience and usability is an essential part of customer success. You first need to make sure that you have a product that is built and working in a way that is for the customer, and is constantly considering how the customer is going to be using it to gain value. If your product loses sight of this, it’s likely it will flop.

    I spoke with Zachary Schulte, a member of the Customer Experience team at MeetEdgar, and we talked about how his team, the Customer Experience team, is the voice of the customer and working to ensure the product never loses the perspective of their users. We also spoke about ways to advocate for the customer when there can sometimes be resistance from product team, and how to balance deciding what’s best for the product and what the customer wants.

    • 35 min
    How Machine Learning Can Empower Customer Success Managers

    How Machine Learning Can Empower Customer Success Managers

    There’s a new buzz word (or phrase really) humming in everyone’s ears...machine learning. We’ve all heard about it or read some articles on what machine learning is trying to accomplish and how it will start to replace the work of humans, as well as how it can help us work smarter and better.

    And this can cause some worry or confusion for those of us who work in the SaaS industry. What is machine learning capable of today and what do we hope to be able to accomplish with it in the future? What will it’s role be in our day to day work lives...and regular lives, for that matter?

    I wanted to learn more about machine learning and AI, and some of the implications it has for SaaS companies, customer success, service, and support roles today and what could be to come in the near future.

    So I reached out to Cristina Fonseca is the co-founder of Talkdesk, technology entrepreneur, engineer, and machine learning and AI enthusiast. She’s currently left the day-to-day operations of Talkdesk to study machine learning and AI and how it will impact businesses.

    She has a fantastic way of explaining what machine learning is, and how it can be used to empower and not replace humans. And how in customer success, service and support roles the human will never be able to be replaced, but can be assisted by machines and AI to do their jobs better.

    • 28 min
    Using Personas and Maturity Scales in Customer Success, with Infunnel's Martin Stenke

    Using Personas and Maturity Scales in Customer Success, with Infunnel's Martin Stenke

    Customer Success doesn’t always have to be called “customer success” for it to be an integral part of your companies values and responsibilities of each of your team members. At Infunnel - a Swedish marketing automation consultant agency - they don’t have a team with the title “Customer Success,” but their team is incredibly invested in helping their clients reach their full potential and the foundations of customer success are in their DNA.
    They have developed a customer maturity scale and personas that help them better help their customers reach their desired outcomes, and bring in the right type of customer.

    • 18 min
    How to Close the Customer Feedback Loop

    How to Close the Customer Feedback Loop

    Hélène Hagnéré is the Director of Customer Success at Planday, and is not only passionate about caring for her team and customers, but also having a process in place to ensure customer feedback gets fed into the company and back to the customer in the best way possible.

    She spoke with me about the importance of having a process for closing the loop of customer feedback (whether it be from support channels, NPS, a conversation, etc.), and provides some advice and the ways she has gone about implementing it at Planday.

    • 28 min

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