SaaS Therapy

Check-In: Why crunchy conversations matter in CS

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In this Friday check-in episode, Todd dives into the highlights of his discussion with Emilia, focusing on her unique concept of "crunchy conversations" and the importance of team alignment across sales, marketing, product, and customer success.

He explores how transparent and honest discussions can break down silos, improve accountability, and ultimately drive customer success. Todd also shares practical insights from the session, including strategies for team alignment and collaboration to improve retention and customer satisfaction.

Takeaways

  • Honest, transparent "crunchy conversations" are vital for team success.
  • Avoiding difficult discussions often leads to unresolved issues and poor performance.
  • Cross-functional team alignment is key to driving customer retention.
  • Tools like the Team Alignment Map can clarify roles and risks for collaborative goals.
  • Success isn’t just on the shoulders of the CS team; it’s everyone’s responsibility.

    • Contents

    • 00:00 Intro: Hiking through the first snow
    • 01:15 Recap of Tuesday’s conversation with Emilia D’Anzica
    • 02:30 The power of "crunchy conversations"
    • 04:50 Tools for team alignment and collaboration

      • Resources

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