Customer Success Leader

There aren't many companies that are able to say that they have a comprehensive understanding of each of their customers.

In fact, most companies are coming up short when it comes to seeing their customers wholly.

In this episode, Eric is joined by Chris Hicken, the CEO of 'nuffsaid, a team helping knowledge workers prioritize their communications. The two chat about… 

- Why so few companies are measuring their customers' success

- How to continuously create value for customers

- How Chris' team combines qualitative and quantitative data to get a 360-degree view of their customers

Resources mentioned:

- Value Measurement Maturity Scale

- newsletter.nuffsaid.com

For more info, check out customersuccessleader.com or send a message to [email protected].

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

We've all heard about sales and marketing alignment. But, to enable your customers to reach their full potential, it takes alignment between sales and customer success, starting at leadership.

In this episode, I caught up with Skaled Consulting CEO, Jake Dunlap. Jake shared how leadership can help customer success and sales teams cultivate power users.

Plus, we covered… 

- How focusing on power users instead of new deals benefits sales orgs

- How to align your customer success team w/ the business objectives of customers

- Why a growth mindset outperforms a service-only mindset

- Tools to help your customer success team be more proactive

Resources mentioned:

- Outreach.io

- LinkedIn Sales Navigator

For more info, check out customersuccessleader.com or send a message to [email protected].

Customer Success Programs are popping up at companies everywhere and with good reason. If you aren't yet familiar with what goes into developing one, or have one up and running, you'll definitely want to check out this episode.

Today I talked with Steve Heuber, Customer Experience Strategist at Genesys, and he shared some valuable insights from his experience putting together successful CS Programs across the country. 

We talked about: 

- Introducing the concept of a Customer Success Program 

- Tailoring programs to meet needs on a project by project basis

- Building and earning a trusted client partnership

For more info, check out customersuccessleader.com or send a message to [email protected].

This probably isn't a newsflash to most of us but… the customer isn't always right.

They are, however, always the hero. This is a super relevant concept, especially when it comes to cybersecurity and protecting your customers from breaches.

To give us the lowdown on customer care in cybersecurity, I sat down with Stacie Ward, VP of Customer Care at Red Canary. We talked about: 

- How customer success and all other departments create a cohesive wheel around the customer

- Why it's helpful for customer success teams to have a senior leadership ally

- How to forge trusting customer relationships in cybersecurity

- Expert advice for professionals new to customer success

For more info, check out customersuccessleader.com or send a message to [email protected].

Someday, when you finally purchase that Tesla you've always wanted, you'll want someone to walk you through all the features before hitting the road. Things like the cruise control, the wipers, how to connect your phone to the bluetooth, etc.

Product professionals like Sara Lauer, Senior Director of Customer Success at Reflexis Systems, Inc., make sure their customers know everything about the product before putting it in drive (although, they don't sell Teslas).

Sara joined me in this episode of Customer Success Leader to discuss… 

- Why it's crucial to know all of the stakeholders in the company before pitching a solution

- The obstacles that get in the way of building strong customer relationships

- How customer success tech has changed

- How to get your customers to open up about the value they gain from your product

For more info, check out customersuccessleader.com or send a message to [email protected].

Customer Success is not just an exit survey or ensuring that messaging is getting through. 

Kristi Faltorusso, Vice President of Customer Success at IntelliShift, details out how her team is involved from Day Zero through testimonials and references.

What we talked about:

- Customer Success partnering with other cross-functional teams.

- Driving operational efficiency, and maximizing customer assets. 

- The need for agility in customer success.

For more info, check out customersuccessleader.com or send a message to [email protected].

For early-stage companies, building the foundation for a customer success program can be a little daunting. It's not enough to simply push your product out to market. An in-depth understanding of the customer experience is imperative for designing a strategic plan to support and bolster the efforts of the organization as a whole.

Things like market fit, the power behind your sales engine, and identifying the right problem to assure the right solution are all things Jeff Breunsbach, Director of Customer Experience at Higher Logic, looks at when working with clients. 

He joined me on the show today to share his insights on best practices for setting up and maintaining a customer success program.

We talked about:

- Steps to stand up a successful customer success program

- How customer success drives business outcomes

- Challenges that can prevent programs success

For more info, check out customersuccessleader.com or send a message to [email protected].

Welcome to Customer Success Leader, a podcast by Flatfile!

For more info, check out customersuccessleader.com or send a message to [email protected].