29 episodes

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

    • Business
    • 4.8, 5 Ratings

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 :)

    Growing Customer Success from a Startup to a Scaleup

    Growing Customer Success from a Startup to a Scaleup

    In the past decade there has been a boom of new tech company startups across the UK and Europe. This growth in startup businesses has indirectly led to the growth of Customer Success. There are a lot of growing pains as you grow from a startup to a scaleup, so how do you manage your Customer Success team during this transition?

    In this Podcast our host Anika Zubair speaks with Lauren Cumming, Head of Customer Success at Fixflo, a property maintenance software solution. Having experienced some of the unique challenges that come with working in startup environments and the growth of Fixflo from startup to scaleup, Lauren shares her tips and tricks on managing and scaling a Customer Success team throughout this transition.

    • 44 min
    How to make impactful Customer Success changes during COVID-19

    How to make impactful Customer Success changes during COVID-19

    COVID-19 has completely changed the global economy and it is now, more than ever, extremely important for teams to work together. It is especially important that Customer Success teams come together, strive to retain customers and support their customer base. As a business, it is difficult to know what to focus on, as there is no playbook for these events.
    In this Podcast our host, Anika Zubair speaks with Dan Farley, VP of Customer Success at Seenit on how to make impactful Customer Success changes during Covid-19.

    • 53 min
    How Customer Success Drives Company Valuation

    How Customer Success Drives Company Valuation

    Customer Success is fast becoming one of the key drivers of company valuations. Having a clear, repeatable customer lifecycle, low gross churn, strong customer net retention and a Customer Success strategy that maximises customer lifetime value are differentiators when VCs assess potential investments.

    In this episode our host, Anika Zubair and now VC investor Rav Dhaliwal talk about how he has scaled Customer Success teams, how Venture Capitalists look at Customer Success strategies of their investments and his views on Customer Success leading indicators such as NPS and CSAT. Prior to becoming a VC, Rav has run Customer Success at Slack in EMEA, and held senior Customer Success positions, managing key processes like Customer Onboarding and expansion at firms such as Zendesk, Microsoft and Salesforce.

    • 30 min
    Scaling a Customer Success Organisation with Adrian Beck from Tanium.

    Scaling a Customer Success Organisation with Adrian Beck from Tanium.

    As any Customer Success leader knows, recruiting strong CS team members is incredibly challenging. Firstly, CS is fast growing but still a young profession so the pool of experience is small, secondly there are many different forms of Customer Success Management from high touch to pure tech touch and thirdly succeeding at Customer Success requires a broad set of skills. Put simply, it’s hard to succeed at Success.

    *Apologies for the audio around the 17 min mark

    • 46 min
    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

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