54 episodes

The Customer Success Podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.

The Customer Success Podcast Gainsight

    • Business

The Customer Success Podcast aims to uncover the stories, perspectives, and best practices around the leading Customer Success programs. Hosted by Allison Pickens(Chief Customer Officer at Gainsight), she shares those stories alongside an all-star roster of special guests.

    Learning from Churn and how CSMs can become better investigative journalists

    Learning from Churn and how CSMs can become better investigative journalists

    Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

    Losing customers to churn is painful, we can’t deny that, but it is key for businesses to make the most out of these situations and learn from their customers’ experiences in order to evolve and better serve others. In today’s episode, we’re joined by Natasha Narayan, CEO and Co-Founder of IcebergIQ, to chat about the hidden value inside businesses and customers’ worst nightmare: churns. When customers decide to leave, it’s for good, and CSM professionals must learn to properly handle these situations. Listen to this episode to learn how to extract the best feedback from your customers for your own improvement, and how to prevent a future churn with the adequate interview in the first place. In this industry, it all comes down to your communication and listening skills, if you want to work on them even further, this episode is definitely for you.

    Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

    This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at info@studiopodsf.com or contact us through our social media channels as @studiopodsf.

    StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses.

    • 23 min
    Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ)

    Why Win/Loss Analysis is Essential for Customer Success with Natasha Narayan (CEO, IcebergIQ)

    In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Natasha Narayan(CEO, IcebergIQ) to examine and discuss why Win/Loss Analysis is essential for customer success-driven organizations, why she co-founded IcebergIQ, and more.

    • 34 min
    Onboarding Employees? Start with Customer Success. Featuring Jo Massie( VP OF CS, Slido)

    Onboarding Employees? Start with Customer Success. Featuring Jo Massie( VP OF CS, Slido)

    In this episode, Ruben Rabago(Chief Strategist, Gainsight) sits down with Jo Massie(VP of Customer Success, Slido) to discuss how Customer Success is at the center of every employee's onboarding, managing global teams, and more.

    • 36 min
    Driving Systematic Success with Peter Armaly (Sr. Director, CS Business Advisory Services, Oracle)

    Driving Systematic Success with Peter Armaly (Sr. Director, CS Business Advisory Services, Oracle)

    In this episode, Allison Pickens (COO, Gainsight) sits down with Peter Armaly (Senior Director of Customer Success Business Advisory Services, Oracle) to discuss how Oracle is using advisory services both externally and internally to drive success, how his team approaches CS organization, and more.

    • 38 min
    The Power of Language in Customer Relationships with Yamini Rangan (CCO, Dropbox)

    The Power of Language in Customer Relationships with Yamini Rangan (CCO, Dropbox)

    In this episode, Allison Pickens(COO, Gainsight) sits down with Yamini Rangan (CCO, Dropbox) to discuss why the terms are so important within the customer relationship, how to breakdown silos between teams, and more.

    • 27 min
    How Oracle Leads their Customer Success team with Catherine Blackmore (GVP of CS, Oracle)

    How Oracle Leads their Customer Success team with Catherine Blackmore (GVP of CS, Oracle)

    In this episode, Ruben Rabago (Chief Strategist, Pulse Programs) sits down with Catherine Blackmore (Global Vice President of Customer Success, Oracle) to discuss how Oracle's customer success team operates, how to incentivize your customer success team, and what Oracle is doing to increase diversity within their recruiting pipeline.

    • 40 min

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