Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.

In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. 

We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together in upsells and renewals, and how Zendesk makes sure to mitigate customer frustrations when being juggled between teams. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Eric Keating, VP of Marketing at Appcues.

In this episode, we talked about how Appcues differentiate themselves from the pack operating in such a competitive market, how they use their own service and why their marketing team owns customer onboarding. 

We also discussed how big successful companies got away with shitty customer onboarding experiences and why you cannot afford to do it now. We then dove into the importance of continuous onboarding, and talked about how Appcues uses a “product adoption score” to customize their onboarding flow to set up their customers for success. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter

Today on the show we have Cactus Raazi, author of Price. 

In this episode, we talked about what drove Cactus to write Price, his theory on; should pricing be personalized to individual customers, and the different building blocks to create a more personalized pricing approach.

 We also discussed the starting point of the pricing conversation within a company, why pricing is often a guesstimation, and why that’s a problem, and lastly Cactus shares different ways to drive expansion revenue from existing customers, by rewarding loyalty.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Harini Karthik, Head of data at Loom.

In this episode, we talked about the ideal data setup at a company, where to start and how to build a data team that influences strategy and drives growth for the company.

We also discussed why you should prioritize understanding the LTV of your customers as one of your first big data challenges and broke down a step by step guide on how to do it. We dove into how to identify where your users are coming from, the tech stack you’ll need, and lastly how to set up your historical revenue tables for analysis and building out dashboards. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Louis Grenier, podcast host of Everyone Hates Marketers and the creator of the 8 week course called Stand the fuck out.

In this episode, we talked about how the course can help you and your business STFO and why you need to. We also chatted about the motivations that led him to create it in the beginning.

We also discussed why Louis hates the idea of category creation and what he believes you should aim for instead, and then dove straight into the different steps you need to take to achieve radical differentiation. Finally we discussed why big brands and market leaders can afford not to be different.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Nick Fogle, co-founder of Churnkey.

In this episode we talked about what Nick hated about being a lawyer so much that he decided to take a job as a shuttle driver, and learn how to code between rides. 

 We also discussed the moment he realized his first startup was about to hit it’s growth ceiling due to extreme high churn, how they optimized their offboarding flow for retention and finally how this experience motivated him to launch Churnkey and help other companies with churn. 

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Tadas Labudis, co-founder and CEO of Prodsight.

In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.   

We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we discussed the different ways you can analyze churn against support tickets and feature requests.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Julien Codorniou, VP of Workplace from Facebook.

In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business.

We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove into their top-down and wall to wall growth and go-to market strategy, and finally discussed their biggest churn risk and how demand dictated the products’ direction.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Chris Hicken, CEO at 'nuffsaid.

In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make. 

We also discussed the fundamentals of building an effective low-touch customer success model, how to level up it’s maturity and the skill sets needed to do so at each level.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Today on the show we have Ashvin Vaidyanathan, author and CCO at Gainsight.

In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on.

We also discussed how the CS team determines which pain points are important to act upon, what that process looks like, how they measure the impact of multiple teams sharing one metric, and how a customer success team of over 150 professionals is structured.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.