Happy Customers

Arrows Podcast Network
  • 5.0 (4)
  • BUSINESS
  • UPDATED WEEKLY

Happy Customers is about why making customer successful - and ultimately happy customers is more important than ever before. Over the course of this series we’re going to explore what people inside some of the world's top companies are really doing everyday to go beyond the metrics and numbers on the balance sheet, collaborate across their entire organization, and truly invest in making their customers successful.

Episodes

  1. 02/28/2022

    Bridging the Gap from Education to Customer Success with Jeffrey See

    Just how transferable are skills and experiences in other disciplines to customer success?  One profession that seems to be at the forefront of the movement to CS is professional educators. And for good reason, there are lots of parallels between teaching and education and making customers successful, so much so that at times it's hard to tell them apart. Today’s guest is Jeffrey See, Assistant Principle for the DC Everest Area school district. In this episode you’ll hear how he: Compares the role of educators and CSM'sCreates strategic outcome driven action plansLeverages data to prioritize action and make decisionsUses customer discovery methods to get buy-in for project budgetsPuts the ultimate success of students above internal measures and tacticsEnjoyed this episode? Connect with Jeffrey on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.

    36 min

  2. 02/23/2022

    Onboarding Operations: Value Paths with Samuel Hulick

    So many companies fall in love with their product and focus their time on making them as high quality as possible, but the improvement that is actually most impactful for the business is being the best at guiding customers through a process that results in the outcomes they want. Building repeatable paths to value that enables customers to succeed is the best way to reduce churn, increase retention and ensure ever expanding customer accounts. Today’s guest is Samuel Hulick, creator of UserOnboard and founder of Value Paths. In this episode you’ll hear how he: Defines a value pathDiscovers the outcomes customers are seekingThinks about the function of products and servicesThinks about onboarding measurement and experimentationEncourages companies to think about products as stepping stonesEnjoyed this episode? Connect with Samuel on Twitter and let him know, or subscribe for future episodes of Happy Customers.

    38 min

  3. 02/15/2022

    Experience Automation vs Humans in the Loop with Con Cirillo

    What makes for a great customer experience? And how can you be intentional about making every touchpoint amazing when there is so much happening and so many fires to tend to at a growing startup? Should you try to automate everything and create "scalable" self-serve experiences? Or is a more human-led approach to making customers successful more effective? Today’s guest is Con Cirillo, Head of Customer Experience at Carro. In this episode you’ll hear how he: Defines metrics to align the business on CXEnsures everyone hears the Voice of the CustomerStrategically puts humans in the loop for high-risk actionsApplies learnings from scale at HubSpot to startup life at CarroPrioritizes his time on the highest impact experience challengesEnjoyed this episode? Connect with Con on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.

    40 min

  4. 02/08/2022

    Onboarding Operations: Why Onboarding Matters with Donna Weber

    In software we love to think in terms of scale and building once and selling forever, but there’s often a gap between what software can do and the outcomes customers actually want to achieve. Effective customer onboarding can help bridge that gap, ensure customers see value, and are set up for ongoing success. Today’s guest is Donna Weber, author of the best selling book "Onboarding Matters". In this episode you’ll hear how she: Defines customer onboardingUses a success plan as the basis for aligned onboardingAddresses onboarding misconceptions and common red flagsThinks about overcoming sticking points in the onboarding journeyRecommends companies go about scaling their onboarding programsAdditional onboarding resources from Donna:  What is Orchestrated Onboarding and Why You Should CareOnboarding ≠ ImplementationWhoever Understands The Customer Best WinsEnjoyed this episode? Connect with Donna on LinkedIn and let her know, or subscribe for future episodes of Happy Customers.

    27 min

  5. 02/03/2022

    Customer Success Starts with Company Culture with Ellie Hutton from Dooly

    How do you become a customer centric company? That’s the question that so many companies are asking themselves right now because the truth is it’s really, really hard. I've been asking CS leaders what it takes in practice to become a company that genuinely cares about making customers successful. And there’s one thread that keeps being pulled. Companies that make customers successful have a strong culture that puts them at the center of everything they do. Today’s guest is Ellie Hutton, Director of Customer Success at Dooly. In this episode you’ll hear how she: Structures the CS org at DoolySets goals and metrics for customer successIntentionally builds a culture that earns the right to growAvoids internal politics and puts the customer at the centerBuilds practices to help all Dooligans get closer to customers  Enjoyed this episode? Connect with Ellie on LinkedIn and let her know, or subscribe for future episodes of Happy Customers.

    29 min

  6. 01/27/2022

    Onboarding Operations: Scaling Onboarding at Sendoso with Jerry Henry

    Adopting new software is a big business decision for any company. You’re likely investing considerable time, money and effort to get it up and running. Having a partner that is aligned around your goals and expectations of that investment can be the difference between a prosperous long-term relationship and a spiral into frustration and ultimately an expensive break-up. Our guest today is Jerry Henry, Director Professional Services and Onboarding at Sendoso. In this episode you’ll hear how he: Defines 4 pillars of onboarding at SendosoEmpowers his team to get creative helping customersReports on the business impact of onboarding performanceMaps the journey for customers from closed won to successfulEnsures a smooth handoff from sales to onboarding for customersEnjoyed this episode? Connect with Jerry on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.

    28 min

  7. 01/20/2022

    Producing Successful Customers at Scale with Dan Ennis from Monday.com

    In a time where software is eating the world and companies are frantically trying to figure out how to grow bigger and scale faster it’s easy to forget that at the core of every business are people like you and me trying their best to help other people. But people don’t “scale”, so how do you ensure that your customers are still being successful even as the business explodes. Our guest today is Dan Ennis, Scale Team Manager on the Customer Success team at Monday.com. In this episode you’ll hear how he: Prioritizes customer touch pointsMakes reactive customer outreach feel proactiveDesigns experiments to improve customer outcomesUses data to strategically include a human in the loopCollaborates with other teams to map the customer journeyEnjoyed this episode? Connect with Dan on LinkedIn and let him know, or subscribe for future episodes of Happy Customers.

    30 min

  8. 01/18/2022

    Putting Customers at the Center with Swiftly CCO Maranda Dziekonski

    Companies that put customer success at the center are playing the game by different rules than those that don’t.  In today’s world of commoditized software and infinite choice, the company that becomes their customer’s trusted advisor is the company that wins. Our guest today is Maranda Dziekonski, Chief Customer Officer at Swiftly. In this episode you’ll hear how she: Pitches customer success to executivesStructures her customer success teamAligns the company to customer outcomesBuilds a proactive customer success practiceThinks about hiring and leveraging technology to scaleEnjoyed this episode? Connect with Maranda on LinkedIn and let her know, or subscribe for future episodes of Happy Customers.

    22 min

  9. 01/05/2022

    Welcome to Happy Customers

    What is a business without it’s customers? And importantly, happy, successful customers. Happy Customers is about why making customers successful — and ultimately happy customers — is more important than ever before. Over the course of this series we’re going to explore what people insides some of the world's top companies are really doing everyday to go beyond the metrics and numbers on the balance sheet, collaborate across their entire organization, and truly invest in making their customers successful. I hope you’ll join me (Stuart Balcombe) as we uncover the universal lessons, and day-to-day practices that ultimately result in happy customers.

    2 min

Trailer

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About

Happy Customers is about why making customer successful - and ultimately happy customers is more important than ever before. Over the course of this series we’re going to explore what people inside some of the world's top companies are really doing everyday to go beyond the metrics and numbers on the balance sheet, collaborate across their entire organization, and truly invest in making their customers successful.

Information

  • Creator
    Arrows Podcast Network
  • Years Active
    2K
  • Episodes
    9
  • Rating
    Clean
  • Copyright
    © 2022 Arrows
  • Show Website
    Happy Customers