The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
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Overeenkomstig met TheySaid: Real Strategies for Customer Success
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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The Influence Factor by The Influencer Marketing Factory
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The Influence Factor by The Influencer Marketing Factory
The Influencer Marketing Factory
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125
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
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It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
…
continue reading
Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
…
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Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
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…
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Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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Daily Deals
How to Use Health Scores and Usage Data to Increase Customer Retention
Manage episode 299247834 series 2858496
Inhoud geleverd door TheySaid. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door TheySaid of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement models, she makes the case for having two health scores, using two separate teams: 1) Proactive / CSM Team - to measure and increase the value your customers get from your products and services. 2) Reactive / Retention Team - to evaluate various risk triggers that might cause a customer to churn and follow up with a clear playbook.
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Inhoud geleverd door TheySaid. Alle podcastinhoud, inclusief afleveringen, afbeeldingen en podcastbeschrijvingen, wordt rechtstreeks geüpload en geleverd door TheySaid of hun podcastplatformpartner. Als u denkt dat iemand uw auteursrechtelijk beschermde werk zonder uw toestemming gebruikt, kunt u het hier beschreven proces https://nl.player.fm/legal volgen.
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement models, she makes the case for having two health scores, using two separate teams: 1) Proactive / CSM Team - to measure and increase the value your customers get from your products and services. 2) Reactive / Retention Team - to evaluate various risk triggers that might cause a customer to churn and follow up with a clear playbook.
…
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TheySaid: Real Strategies for Customer Success
Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC survey he helped implement, how to get executive team buy-in for a VOC program, and why it’s important to use VOC data to craft workarounds that don’t always include building new features.…
Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive team. If you’re unsure of whether or not your VOC program is working, this is a must-listen episode.…
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TheySaid: Real Strategies for Customer Success
Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program.
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TheySaid: Real Strategies for Customer Success
With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s why in this episode of the Nuffsaid podcast, he explains his philosophy on how to build the best product possible.…
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TheySaid: Real Strategies for Customer Success
Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.
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TheySaid: Real Strategies for Customer Success
Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should operate at scale.
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TheySaid: Real Strategies for Customer Success
Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with customers within a VOC program.
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TheySaid: Real Strategies for Customer Success
Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run.…
VMware’s Meenu Agarwal runs one of the largest books of business in the world. As SVP of Customer Success at a company with a revenue of over $12B, more than 2,000 Customer Success team members around the globe, and 500,000 customers, Meenu understands what digital Customer Success should look like at mega-scale. In this episode, Meenu breaks down their 2022 goal of scaling Customer Success through innovative digital programs like VMware Customer Connect, Success 360™, and training channel partners.…
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TheySaid: Real Strategies for Customer Success
Dan Ennis, the Manager of the US Scale Customer Success team at Monday.com, came on the Nuffsaid podcast this week to share how his team uses data in a highly sophisticated way to drive an effective Digitally-Led CS program. In this episode, Dan touches on everything from how to look beyond product usage data and into more useful trending data, what to avoid when building out a scaled model, how his team uses customer patterns to detect churn risk and expansion opportunities, and the avenues Monday.com’s Scaled function uses to collect and act upon Voice of Customer data.…
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TheySaid: Real Strategies for Customer Success
In this episode, Marley Wagner, VP of Marketing & Digital Customer Success at ESG, shares her company’s sophisticated Digital Customer Success maturity framework. Marley walks us through each stage of Digital CS maturity and covers everything from what it takes to lay the right foundations to implementing advanced digital communication channels.…
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TheySaid: Real Strategies for Customer Success
For Elisabeth Courland, Digital CSM at Agorapulse, launching a Digitally-Led Customer Success program is about starting with a solid foundation of understanding the customer, then deploying automation. In this episode, Elisabeth shares a trove of tips that anyone tasked with crafting a digital CS strategy will be able to quickly implement.…
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TheySaid: Real Strategies for Customer Success
Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale. In this episode, Brian walks us through the journey Looker took to learn how to effectively run a digitally-led CS motion that would benefit all segments and customers — from Enterprise to SMB.…
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TheySaid: Real Strategies for Customer Success
At the beginning of 2021, Lane Holt, Director of Client Outcomes at Gainsight, was a team of 1 and tasked with building out the company’s digitally-led CS model. Fast forward 12 months and you’ll see that she’s developed a mighty team of 8 to architect a hugely successful digital program. In this episode, Lane breaks down the roles and responsibilities of her team, how to detect risk and expansion opportunities in a digital model, and most importantly, why she believes that digital CS is not a segment—but a strategy that can benefit all customers.…
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TheySaid: Real Strategies for Customer Success
According to Dickey Singh (CEO & Cofounder of Cast.app), most Digital CS approaches including low- and tech-touch models today aren’t effective. That's why this week he shares how Customer Success teams can take a working high-touch model to inform their digitally-led CS practices.
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TheySaid: Real Strategies for Customer Success
GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention.
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TheySaid: Real Strategies for Customer Success
Head of Customer Experience at Arrows, Shareil Nariman, knows more about customer onboarding than just about anyone we’ve ever spoken with. In this episode, Shareil explains how to implement continuous onboarding at your company, use your high-touch experience to inform your low-touch onboarding, and measure your onboarding program’s success.…
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TheySaid: Real Strategies for Customer Success
On today’s show, Beth Yehaskel, a Customer Success Architect at Winning by Design, preps us for end-of-year CFO budgeting and headcount conversations by sharing the difference between a CS org that’s run as a profit center versus a cost center.
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TheySaid: Real Strategies for Customer Success
In this episode, Seth Wylie, Director of CS Ops & Admin Community at Gainsight (who has one of the most thoughtful perspectives on CS Ops in the space) offers up some paths for breaking into CS Ops and the skillsets that are most useful in the role.
During this episode, Zeina Marcotte describes how LinkedIn's CS Ops team is set up, why her team reports to the centralized global Ops function, and how this structure can actually be a benefit to the Customer Success team.
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TheySaid: Real Strategies for Customer Success
This week we break down the opportunity Customer Success has to take action to hire, retain, and promote more Black leaders.
Today on the ‘nuffsaid podcast we spoke with Dave Jackson, CEO of TheCustomer.Co about his new book, "Customer-Led Growth: A CEO’s Guide to Building a B2B SaaS Company".
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TheySaid: Real Strategies for Customer Success
The customer experience tends to decline as a company grows—but what can Customer Success teams do about it? In this episode, Natalie Fedie, VP of Customer Value at HighRadius, answers this question: she says too many teams look at customer health data too late. Natalie suggests analyzing customer health predictively with three specific steps.…
“I’m not talking about fluffy quotes. You need to capture the literal voice of your customers.” Dana Alvarenga, VP of Customer Experience at SlapFive, offers two tactics to level-up your Voice of Customer Program.
Markus Rentsch, CEO of Remark-able, joined us to define his philosophy on Customer-Value-Led Growth (CVLG).
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TheySaid: Real Strategies for Customer Success
Customer Success leader, Daniel Rose, thinks Sales Engineering should live within CS; “Sales Engineering won’t allow deals to slip through because of a short-sighted approach.” In this episode, Daniel shares the main benefits of Customer Success owning Sales Engineering: more control over time to value, better use cases, and Net Retention Rate.…
Chief Experience Officer, Craig Antonucci, came on the show to share how to justify a CX program with your CFO. He said “it’s simple”—the conversation should be led with data and focus on three areas: how the CX initiative will sell more, save money, and fit the company’s mission.
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TheySaid: Real Strategies for Customer Success
1 Asana’s Kalina Bryant on Why a Culture of Connection and Empathy is Key to Successful Customer Advocacy in a Hybrid World 17:29
Kalina Bryant has a rich background in customer advocacy, engagement, and voice of customer programs. Now Asana’s Head of Global Customer Advocacy, Customer Experience, and Executive Programs (and Founder & Host of the UnapologeTECH podcast), Kalina spoke with us about how CS and Customer Advocacy should work together.…
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TheySaid: Real Strategies for Customer Success
When you grow from CSM to CCO in 4 years, people will want to know how you did it. On the 'nuffsaid podcast, Kellie Capote recalls 3 distinct tactics that helped her scale at hyper-speed at Gainsight.
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TheySaid: Real Strategies for Customer Success
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement models, she makes the case for having two health scores, using two separate teams: 1) Proactive / CSM Team - to measure and increase the value your customers get from your products and services. 2) Reactive / Retention Team - to evaluate various risk triggers that might cause a customer to churn and follow up with a clear playbook.…
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Daily Deals
Daily Deals
Overeenkomstig met TheySaid: Real Strategies for Customer Success
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
T
The Influence Factor by The Influencer Marketing Factory
1
The Influence Factor by The Influencer Marketing Factory
The Influencer Marketing Factory
37k125
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
This Podcast is created and curated by Deepak Jayaraman (an Executive Coach and a Leadership Advisor). He lives in Mumbai and works with successful Senior Executives by helping them play to their unique potential but with a sharp focus on transitions (business or career). Just like businesses need to think about "where to play" and "how to win", leaders need to be coherent about "where to go" and "how to grow" in their journeys. Deepak works with them during pivotal moments to help them with ...
…
continue reading
Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
…
continue reading
Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
…
continue reading
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