Rachel and Tom discuss Surprise churn, "Old School" CEOs, Customer/Product misfits and other common traps that Customer Success teams fall victim to. Plus some ideas for how to avoid them.

CS Radio #2: Customer Success Traps and How to Escape Them

In the only podcast dedicated to the ‘Subscription Economy’, hosts Tom Krackeler and Rachel English talk to innovators, entrepreneurs, and analysts about the business shift towards recurring revenue.
(Customer Success Radio is now Subscribed podcast).

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Wayne McCulloch, author of The Seven Pillars of Customer Success, has more than 25 years experience in the software industry educating companies on the building blocks for Customer Success. He is a two time Chief Customer Officer, and ran global customer education services at HPE, IBM and Salesforce, and now he’s the Global Head of Customer Success at Google Cloud. Tune in to hear how customer success strategy, framework and metrics need to adapt in the Subscription Economy.

Google Cloud’s Wayne McCulloch on The Subscriber Experience & 7 Pillars of Customer Success

Marco Bertini is rewriting the rules of commerce. Instead of selling the “means” (products and services), he believes companies should adopt innovative revenue models to pursue the “ends” (actual outcomes). The key: reflect the value that customers actually derive from their purchases and ditch all revenue models anchored on the ownership of products. Marco Bertini is a professor of marketing at Esade and a visiting professor at the Harvard Business School.

Pricing and Selling Value: Marco Bertini, Harvard and Esade Professor

Georgiana Laudi is a SaaS growth advisor and marketing executive. She’s a strategic advisor at Elevate where she helps high-growth SaaS companies scale, and the co-founder of Forget the Funnel which helps SaaS marketing and growth leaders build customer-led strategies that result in revenue-generating outcomes. 

We talk to Georgiana on what constitutes customer-led growth and the mindset shift required from subscription business leaders to operationalize it.

SaaS Growth Advisor Georgiana Laudi on Customer-led Growth

Michael Wolf is the Co-founder and CEO of Activate, the leading strategy and technology consulting firm for media, technology, and entertainment companies worldwide. 

We talk to Michael about Activate’s research on the impact of Covid-19 on media and technology businesses. We dig into the recently released Technology & Media Outlook 2021 report and the Rewire to Restart report which came out over the summer.

For more, check out www.zuora.com/podcast

Activate’s Michael Wolf on the future of Media & Technology

John Pineda is Partner-Director at the Boston Consulting Group. He’s a core member of BCG's Technology, Media, and Telecom as well as Marketing, Sales, and Pricing practices. John is an expert in pricing model transformation and monetization of digital platforms. 
We talk to John about pricing strategies for the Covid era, challenges faced by technology companies, and subscription growth levers. And we also try to find out if the list price is really extinct!

CS Radio #2: Customer Success Traps and How to Escape Them

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