CustomerX Therapy is a podcast that brings CustomerX Pros to the therapy couch. We will dive into topics around being a one person team, how to launch successful programs, overcoming challenges with sales, and many many more.
With a bit of fun and advice from your two resident therapists; Dana and Kaily.
Creating a virtual user group strategy or the 4 C's of an Exceptional Customer Experience (Consistency, Communication, Community, Celebration) with Callie Rojewski
In Episode 8 Callie Rojewski, the Customer Advocacy and Marketing Manager at Guru joins us on the therapy couch.The 4 C’s are each equally important but all achieve specific outcomes and help build an experience your customers virtually will not forget and a willingness to continue to engage in the future with you. Callie goes into her strategy and her why.
The Role of Empathy in Customer Experience with Ashna Patel
Inside a team or an organization empathy helps with management and collaboration by helping to understand the other person's perspective. Then externally with your customer experience and customer management, putting yourself in someone else's shoes can make it easier to find a compromise between two points of view. In turn building a strong trusted relationship. That's a broad definition of empathy within business.Tune in to our latest episode as Ashna Patel joins us on the Therapy couch and hear how Ashna puts this into practice and how you can too.Connect with Ashna on Linkedin.
Customer Advocacy vs. Customer Marketing with Jennifer Susinski
Jennifer shares with us about telling stories and being human. She believes as well as the CustomerX Therapy hosts in the importance of bringing authenticity into the B2B world of advocacy and marketing and sales and customer success. Honestly into really any customer facing side of the business. Sit back on take a listen to how Jennifer is putting this advocacy approach into practice.Connect with Jennifer on LinkedIn here.
Fulfilling cross-functional needs through meaningful relationships with Advocates with James Lustenader from Planview
In our latest CustomerX Therapy podcast episode we were joined by James Lustenader, Sr Manager, Customer Advocacy at Planview. And a RockStar SlapFive customer as well!! Listen to this episode to learn more on how James takes on a one-to-one approach with his advocates. James evangelizes his advocacy program to help drive and facilitate a customer first mindset and infuses it throughout the organization.Feel free to connect with James on LinkedIn.
Customer Value Led Growth with Markus Rentsch
Over the past 3+ years Markus has been working on creating a new SaaS business model called Customer-Value-Led-Growth. A unique approach that aligns teams around a single mission and goal - continuously growing the customers value.Markus joined us on the Therapy Couch to talk about how he sees CVLG help you to grow faster and more profitable by focusing on all levers of growth - price, product, acquisition, expansion and retention - and optimize the value per account.Connect with Markus on LinkedIn here.Check out his post about the Old game vs the New game here.
The Value of Advocacy Activities inclusion in the Customer’s Total Customer Lifetime Value with BT
In our third episode of CustomerX Therapy we were joined by Barbara Thomas, also know as BT, the Sr. Customer Advocacy Program Manager at Imprivata.BT dives into the value of advocacy activities being included in the Customer's Total Customer Lifetime Value. She goes over how advocacy actions translate from metrics into meaningful dollars. And if you are not doing this today BT shares some compelling reasons on why you should be or at least considering it.Lots of great resources for you all as well below: If you are not connected with BT here is a link to her LinkedIn, she regularly shares jobs in the CustomerX industry and other valuable content and resources.Read PART 1: Customer Advocacy: Adding Advocacy Value to "Total Customer Lifetime Value" Blog by BT.Read PART 2: Customer Advocacy: Adding Advocacy to "Total Customer Lifetime Value" Blog by BT.BT references the research on Advocacy Personas from Forrester in this article.