The Launch Station

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The Launch Station

Welcome to The Launch Station - your dose for go-live success powered by Rocketlane. Each week, Customer Onboarding, Implementation & Customer Success leaders deconstruct how their teams accelerate value delivery, streamline onboarding experiences, and delight their customers. Discover best practices, listen to stories of heroics and project turnarounds, borrow what’s worked for others. Learn how you can deliver a consistent and professional experience to every customer. If you're from the world of implementation, onboarding, or customer success, this is your show.

  1. Episode 28: Planning and achieving first value for customers at varying maturity levels

    JAN 25

    Episode 28: Planning and achieving first value for customers at varying maturity levels

    Joining us on the latest episode of The Launch Station is Lindsey Lane, VP, Customer Experience, Isometric Technologies. Lindsey is a seasoned CS and CX expert who has consistently excelled in delighting customers across professional landscapes. Beginning with significant contributions to major consulting firms, she has played a pivotal role in large-scale projects and implementations. She now extends her expertise to early-stage startups. At Isometric Technologies, Lindsey oversees all aspects of the customer journey post-sale, including implementation, customer success, and customer support. In this episode she shares her secrets to: Deliver exceptional customer experiences from the very beginning Get customers of varying maturity levels to achieve first value Navigate the challenges that may arise with managing customer expectations … and more. Tune in!

    46 min
  2. Episode 27: Enabling the right customer experience for a global product

    10/09/2023

    Episode 27: Enabling the right customer experience for a global product

    In this episode of The Launch Station, our esteemed guest is Jess Osborn, VP Customer Success-International, GoCardless. Jess has spent over 10 years in customer-facing roles and has been leading CS, Onboarding, and Adoption at companies like Bazaarvoice, Blackbaud, and Findhelp. She is passionate about helping companies and people be the best version of themselves. In this episode, Jess talks about going international and how companies should be adapting their customer journeys for a global product. She also shares her insights on: 1. Strategies to enable the right customer experience for a global product 2. Optimizing the customer journey 3. Setting realistic expectations with customers 4. The key metrics to measure success … and more. Tune in!

    33 min
  3. Episode 14: Irene Lefton on bridging the gaps emerging in a remote work environment

    08/04/2023

    Episode 14: Irene Lefton on bridging the gaps emerging in a remote work environment

    We are kicking off Season 2 of The Launch Station with Irene Lefton, a seasoned CS leader who is currently the VP of Customer Success at MentorCloud. She acts as a CS advisor to many startups. She is always featured in the Top 25 and Top 50 CS Leaders lists year after year and is also the co-chair of the CS Network. Irene is an expert on remote work and has been managing remote teams for the past 25+ years. In this episode, Irene talks about: Remote work, its challenges, and how to make it more effective Forming the human connect when working remotely Customer relations in the remote environment Hiring and onboarding employees in a remote setup … and more. Tune in!

    42 min
  4. Episode 13: Deepak Kumar on Putting your Best Foot Forward in Customer Onboarding

    08/04/2023

    Episode 13: Deepak Kumar on Putting your Best Foot Forward in Customer Onboarding

    In this episode, we talk to Deepak Kumar, Chief Customer Officer, Aryaka Networks. Deepak has worked over two decades in the enterprise software industry, and was SVP and GM at [24]7.ai. At Aryaka, his key focus is on enhancing customer experience globally. In this episode, Deepak talks about: Establishing a social connection with clients What has changed in client servicing and customer success over the last decade What’s next for customer success Reasons implementation projects in the SaaS domain fail … and more. Tune in!

    50 min
  5. Episode 06: Irit Eizips of CSM Practice on Creating wins with the First Value Delivery Framework

    08/04/2023

    Episode 06: Irit Eizips of CSM Practice on Creating wins with the First Value Delivery Framework

    Irit Eizips, CEO of CSM Practice, one of the world's leading consultants on customer success practice, talks to us about the First Value Delivery framework and how it can be used to identify quick wins for value delivery.

    39 min
  6. Episode 26: Nikola Mijic on how to use data for your customer onboarding and customer success narrative

    08/04/2023

    Episode 26: Nikola Mijic on how to use data for your customer onboarding and customer success narrative

    Nikola Mijic, Co-founder & CEO of Matik Inc., is our guest on this episode of The Launch Station. Prior to co-founding Matik, he had an interesting journey, starting off as an implementation specialist at Bluenose before moving to LinkedIn and joining their Insights team. At LinkedIn, he worked on building data and narratives for customer success, sales, and solutions teams. Nikola is passionate about leveraging the power of data to enable CS and customer onboarding teams to get to value faster. On our show, Nikola talks about: The role of data in customer success and customer onboarding How data can help you get customers to value faster The benefits of incorporating data-driven elements in your presentations How teams can guarantee data accuracy during QBRs … and more. Tune in now!

    27 min
  7. Episode 25: Emily Garza on customer onboarding strategies for scaling your startup

    08/04/2023

    Episode 25: Emily Garza on customer onboarding strategies for scaling your startup

    Emily Garza, Head of Customer Engagement at Unit21, is our guest for this episode of The Launch Station. She is a passionate customer-focused CS professional, adept at delivering exceptional experiences for business impact. She is also the creator of Value CS with Emily, a platform dedicated to sharing her customer success learnings and experiences.  Emily built the CS function from the ground up at Fastly and over the past few years has been responsible for all post-sale functions. In this episode, she shares: Strategies to evolve your customer onboarding process Tips on reducing  time to adoption How teams should differentiate between onboarding and implementation The KPIs to measure onboarding and implementation success … and more. Tune in now!

    48 min
  8. Episode 24: Nir Kalish on Customer Led Growth and Customer Onboarding

    08/04/2023

    Episode 24: Nir Kalish on Customer Led Growth and Customer Onboarding

    Our guest for this episode is Nir Kalish,  Customer-Led Growth (CLG) advisor and VP of CX & Customer-Led Growth (CLG) Advisor at Amplemarket. He is an experienced leader across pre-sales solutioning and post-sale CS functions. He is a champion of the CLG or Customer Led Growth movement and has contributed significantly to the development and promotion of CLG strategies and practices in the space. In this episode of the Launch Station, he shares his expertise on: The CLG movement  Implementing CLG strategies and practices in your organization The challenges that businesses face when implementing CLG strategies How onboarding adds value to the whole CLG movement … and more.

    53 min
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About

Welcome to The Launch Station - your dose for go-live success powered by Rocketlane. Each week, Customer Onboarding, Implementation & Customer Success leaders deconstruct how their teams accelerate value delivery, streamline onboarding experiences, and delight their customers. Discover best practices, listen to stories of heroics and project turnarounds, borrow what’s worked for others. Learn how you can deliver a consistent and professional experience to every customer. If you're from the world of implementation, onboarding, or customer success, this is your show.

Information

  • Creator
    Rocketlane
  • Years Active
    2021 - 2024
  • Episodes
    28
  • Rating
    Clean
  • Copyright
    © Rocketlane

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