Beste Customer Health Score podcasts (2024)

1
Scaling CS: Boost Your Net Retention Rate from 100% to 120% 15:53

4h ago15:53

15:53

How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference. Click here to watch the epis…

1
The RevOps Review - With Jeff Ignacio and Rachel Nazhand - Revenue Operations vs Business Operations 17:06

1d ago17:06

17:06

Our host, Jeff Ignacio, sits down with Rachel Nazhand, Vice President of Business Transformation at Zelis. They discuss the differences between revenue operations and business operations. They discuss how to support businesses moving from start-up to scale-up, maintain a cross-functional mindset and optimise the business outside of software and sys…

1
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 40:36

4d ago40:36

40:36

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing…

1
How to Become a Value-Driven CSM 34:11

7d ago34:11

34:11

Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively. Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecusto…

1
The RevOps Review - With Jeff Ignacio and Roxanne Taku - Creating A Regional Strategy 23:34

8d ago23:34

23:34

Our host Jeff Ignacio sits down with Roxanne Taku, Revenue Strategy & Operations lead at Airwallex. They spoke about building an operations strategy in EMEA and how to find the right tools and data sets for your region. They also discuss how to balance the quantitative and qualitative insights, drive improvements and productivity gains and centrali…

1
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35

11d ago53:35

53:35

In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer int…

1
Why You Need to Implement a Customer Champion Program!! 18:39

15d ago18:39

18:39

Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to reducing churn,…

1
The RevOps Review - With Jeff Ignacio and Janis Zech - Forecasting And Customer Health 26:41

15d ago26:41

26:41

Our host Jeff Ignacio sits down with Janis Zech, CEO and Co-founder of Weflow. They discuss all things forecasting. They look into machine learning and data driven forecasting, pipeline covergae and improving data quality. They also look into customer health metrics, product usage and renewals and expansions.…

1
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 49:18

18d ago49:18

49:18

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving…

1
Achieving 120% NRR with the OGSMT Framework 34:17

22d ago34:17

34:17

Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watch the video on …

1
The RevOps Review - With Jeff Ignacio, Stephen Diorio and Steven Busby - Defining, Funding and Executing Revenue Operations 34:51

22d ago34:51

34:51

Our host Jeff Ignacio sits down with Stephen Diorio, author of ‘Revenue Operations: A New Way to Align Sales & Marketing, Monetize Data’ and Steven Busby, Managing Director of Slate Point Partners. They discuss how to calculate and measure the financial impact of RevOps and how to create a business case for RevOps leaders to fund their growth progr…

1
The Four Pillars of Digital Customer Success | Episode 065 31:35

25d ago31:35

31:35

In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - …

1
Elevating Net Retention Rate with Capability Adoption Scores 33:21

29d ago33:21

33:21

How can telemetry data and capability adoption scores drive higher net retention? Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data …

1
The RevOps Review - With Jeff Ignacio and Jeffrey Serlin - GTM Planning 28:02

29d ago28:02

28:02

Our host Jeff Ignacio sits down with Jeffrey Serlin, CRO of Revcast to discuss GTM planning. They look into annual planning, creating alignment, and setting OKRs. They also look at how to factor in time scaling and headcount and how to remain data driven. Finally, they delve into the metrics that matter, tracking progress and adjusting when necessa…

1
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 53:09

1M ago53:09

53:09

In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer con…

1
Strategic Insights into the CSM Pooled Model 32:31

1M ago32:31

32:31

How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model can drasticall…

1
The RevOps Review - With Jeff Ignacio and Renoli Huauya - Pricing Strategies And Planning 26:24

1M ago26:24

26:24

Our host Jeff Ignacio sits down with Renoli Huaya, Head of Revenue Operations at Common Room. They talk about building a team, operating as a team of 1 and keeping yourself accountable. They also discuss how to create a pricing strategy and roadmap, as well as how to effectively prioritise your tasks and stay motivated.…

1
EP 232 – Navigating Unique Challenges and Opportunities in the Asian Insurance Market – Jeff Heine – Chief Revenue Officer, Novidea 36:08

1M ago36:08

36:08

“I do think AI is going to start to play a bigger and bigger role. Because I think it’s just naturally something, when you start to think about opportunities we talked about with data, AI can be used to produce data, so injecting that within business processes where it could take over some mundane tests, but more importantly, help augment what you …

1
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 45:10

1M ago45:10

45:10

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success t…

1
TAM vs CSM: Navigating Customer Success Roles 29:31

1M ago29:31

29:31

Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry expe…

1
The RevOps Review - With Jeff Ignacio and Sarika Garg - Pricing, Proposals and Usage 24:35

1M ago24:35

24:35

Our host Jeff Ignacio sits down with Sarika Garg, Co-founder and CEO of Cacheflow. They discuss how to optimise your pricing strategies, the importance of usage metrics and how to craft proposals. They also discuss renewals, the handoff process and the relationships between sales and finance and forecasting.…

1
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:37

2M ago1:01:37

1:01:37

Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conver…

1
Should we merge CS and Support roles? 26:32

2M ago26:32

26:32

Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…

1
The RevOps Review - With Jeff Ignacio and Mark Lerner - Finding Your Product Market Fit & Differentiating Your Strategies 26:21

2M ago26:21

26:21

Our host Jeff Ignacio sits down with Mark Lerner - Director of Growth Marketing at DealHub. They talk all things marketing and marketing operations, looking at newsletters and guerilla marketing tactics. They also discuss finding a product market fit, moving fast but remaining agile and the tools and systems you need to support your functions.…

1
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 53:19

2M ago53:19

53:19

This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading. Chapters: 00…

1
Why the KORE Score Framework will Retire the Net Promoter Score 30:41

2M ago30:41

30:41

Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…

1
The RevOps Review - With Jeff Ignacio and Chris Kierz - Lead Scoring, Intent Scoring and Creating Alignment 24:54

2M ago24:54

24:54

Our host Jeff Ignacio sits down with Chris Kierz, Head of Marketing Operations at Jasper. They discuss having multiple sources of truth and different CRM infrastructures. They also look into lead tracking, lead scoring and intent scoring. Finally, they discuss the marketing-to-sales handoff and how this can be improved through a sales-accepted lead…

1
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 33:00

2M ago33:00

33:00

In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup Survey Link Latest Digit…

1
Monetizing Customer Success - A Masterclass in CS Revenue Generation 31:27

2M ago31:27

31:27

Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…

1
The RevOps Review - With Jeff Ignacio and Ryan Milligan - Building A Sales Process 20:39

2M ago20:39

20:39

Our host Jeff Ignacio sits down with Ryan Milligan, VP of Sales and Revenue Operations at QuotaPath. They look at how to tailor your sales process and demos to each buyer and their pain points. They also discuss outbound automation, forecasting and the buying process. Finally, they look at the importance of gaining street credibility and looking at…

1
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:00

2M ago51:00

51:00

Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of custo…

1
Take Your CS Operations Team to the Next Level 25:48

2M ago25:48

25:48

What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…

1
The RevOps Review - With Jeff Ignacio and Ali Rastiello - Staying Proactive & Becoming A Strategic Partner 22:54

2M ago22:54

22:54

Our host Jeff Ignacio sits down with Ali Rastiello, VP of Revenue Operations at Health Catalyst. They discuss how to be proactive rather than reactive, break down silos and change the mentality of your teams in RevOps. They also look into CPQ and how to improve visibility, standardise systems and become a strategic advice partner for your GTM funct…

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 48:33

2M ago48:33

48:33

Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch i…

1
If You Don't Have a Customer Advisory Board Yet...Listen to this! 28:31

3M ago28:31

28:31

How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…

1
The RevOps Review - With Jeff Ignacio and Laura Fu - Improving Productivity and Creating Repeatable Processes 24:20

3M ago24:20

24:20

Our host, Jeff Ignacio, sits down with Laura Fu, VP of Revenue Operations and Productivity. They talk about managing the entire customer journey and which metrics to focus on, including pipeline coverage and NRR. They also look into how to optimise the sales funnel in a scaleable and repeatable way and how to inspire and incentivize reps. Finally, …

1
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 53:44

3M ago53:44

53:44

Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-dr…

1
EP 231 – Global Expansion: Data-Driven Local Strategies for Sales Excellence – Yamini Bhat – co-Founder and the CEO of Vymo 32:09

3M ago32:09

32:09

In this episode of the Asia InsurTech Podcast, we sat down with Yamini Bhat, co-founder and CEO of Vymo, to discuss the intricacies of global expansion and the strategic insights she has gained from growing Vymo. Yamini highlighted the critical importance of localizing business strategies to fit different markets, from Japan’s preference for small,…

1
Career Change - From Tech Support to CS 26:07

3M ago26:07

26:07

Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…

1
The RevOps Review - With Jeff Ignacio and Camela Thompson - Why RevOps Is Not Just SalesOps Rebranded 20:18

3M ago20:18

20:18

Our host Jeff Ignacio sits down with Camela Thompson, RevOps and Marketing consultant. They discuss how RevOps is so much more than just sales ops rebranded and how it plays an important role across the entire GTM motion. They look into defining North Star metrics, the importance of brand building and why more time and focus needs to be spent on cu…

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 46:57

3M ago46:57

46:57

Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Chapters: 00:02:28 - Intro…

1
What You Don't Know About Customer Success Career Paths - Deltek Does! 24:46

3M ago24:46

24:46

Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…

1
The RevOps Review - With Jeff Ignacio and Gabe Naviasky - Transitioning Into RevOps and Leading From The Front 25:40

3M ago25:40

25:40

Our host Jeff Ignacio sits down with Gabe Naviasky, co-founder of Leadbeam. They discuss how to transition into RevOps and the skills that are important as a revenue operator. They also discuss how to coach your reps, prioritise your problems and understand what is best for the company. Finally, they look at how to lead from the front and how Gabe …

1
The Generative AI Primer for CSMs | Episode 055 47:10

3M ago47:10

47:10

In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are. So - in this episode, we focus o…

1
Gen AI in Action: Boosting Customer Support and Success Strategies 29:29

3M ago29:29

29:29

Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes. Key Hi…

1
The RevOps Review - With Jeff Ignacio and Samarth Mital - Scaling GTM Strategies 23:04

3M ago23:04

23:04

Our host Jeff Ignacio sits down with Samarth Mital, Senior Director of Global Sales Strategy, Planning and Analytics, Renewals and Sales Development at Rubrik. They discuss how to intelligently scale GTM strategies, from creating sophisticated models, planning and analytics and working cross-functionally. They also discuss transitioning from a cons…

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 45:48

3M ago45:48

45:48

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself. K…

1
The RevOps Review - With Jeff Ignacio and Jake Dunlap - Improving The Buyer’s Experience 19:14

4M ago19:14

19:14

Our host Jeff Ignacio sits down with Jake Dunlap, CEO of Skaled Consulting. They look at how to improve the buyer’s experience and improve personalisation. They also look into the power of AI and how it can help build sales relationships and understand personas, pain points, and how you solve problems. Finally, they discuss how RevOps can help scal…

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 1:01:14

4M ago1:01:14

1:01:14

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career j…

1
How Do I Deal With Challenging Customers as a CSM? 28:21

4M ago28:21

28:21

How can customer success managers enhance customer retention? In this enlightening episode, Alon Ahronberg, AVP of Customer Success at Cheq, shares invaluable insights on navigating common yet challenging customer scenarios! HIGHLIGHTS - Strategies for scaling CS teams from 5 to 30 members. - Tech stack recommendations for managing long-tail segmen…

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