Customer Uplift

This week’s podcast features Liane Cafarate – Customer Success Manager for LATAM at Odoo – who shares her experience of managing change within Customer Success.

Change is at the heart of helping customers achieve value with your product, so you’re going to want to catch this episode. During the conversation we discussed:

- What Change Management is and why it’s so important in CS

- Key examples of how better management of change can transform CS teams

- Hard won lessons rolling out products for the likes of Google

- And much, much more.

This week’s podcast features Ashna Patel – Manager of Customer Success at Ascent Cloud – who gives her insights on how to leverage Emotional Intelligence within Customer Success.

Regardless of whether you think your EQ is already on point, or you could do with some additional pointers, you’re not going to want to miss this chat. During the conversation we discussed:

- What EQ is and why it’s so important in CS

- How to use the customer’s terminology back at them for maximum rapport

- How anyone can build their ‘EQ’ muscles over time

- The impact high EQ can make to customer relationships

- The salty story of how lack of EQ can destroy customer experiences

- And much, much more.

This week’s podcast features Rasika Kelkar – CS Team Lead at Browserstack – who shares her tips for CS newbies. Whether you’re new to CS yourself, or responsible for managing people who are, you’ll love this quickfire chat, where we discussed:

- How additional ‘special’ skillsets can help you stand out from the crowd for hiring managers

- What to expect from the first 90 days on the job

- Skills to pick up along the way that’ll make you a better CSM

- Building relationships with customers via their preferred communication method

- How Churn, Escalation, and ‘At Risk’ customers are a learning opportunity for CSMs

- How you can maximize the impact of a move into CS as a newbie

This week’s Customer Uplift podcast features none other than Kristi Faltorusso – highly respected CS figurehead and current founder of CSRealSimple.com.

This feature-length episode is jam-packed with gold as Kristi shares her take on CS leadership. During our chat we cover:

- Kristi’s ‘servant leader’ leadership style

- Her tips on how anyone can break into CS

- The biggest successes and fails she’s had in CS leadership roles

- How to balance business needs vs staff needs

- The truth behind templates and frameworks

- Kristi’s latest venture to give (even more) back to the CS community

- The unexpected ultra-powerful tool everyone in CS should be using

- And so, so, so, much more!

Regular listeners of the podcast will know that Kristi is regularly cited by my other guests as the CS leader they most admire thanks to her no-nonsense approach to CS, her relentless energy for giving back to the CS community, and willingness to help others.

This episode is not one to miss and it’s so full of incredible insights you might want to take grab some paper and take notes!

In this week’s episode I’m joined by Rob Stevens – Senior Director of Customer Success at iBASEt.

During our conversation, we discuss Customer Value, including:

How adding value is really about delivering way more than the customer is expecting.

How you should be constantly communicating and showcasing the value you’re providing through storytelling.

How you can make your customer the hero by adding value to the relationships you hold with individual stakeholders.

Universal approaches any CSM can take to adding value, as well as common challenges and pitfalls you should look out for in the pursuit of customer value.

In this week’s episode I’m joined by Iram Cook-Monie – Customer Success Manager at Orbital Witness. During this quickfire chat, we discuss how Iram started a CS function from scratch in an early stage startup. We cover everything from the big impact initiatives she first brought in, the 'best practice' processes that just didn't work for her customers, how she re-focused health scores to uncover different perspectives for her product team, and some of the resources she used to get started.

In this week’s episode I’m joined by Dana Alvarenga – Director of Customer Experience at SlapFive. During this quickfire chat, we discuss some of the many ways CS pros can leverage voice of customer data to transform their relationship with customers. We cover everything from gathering ‘Backstage Pass’ success stories from Rockstar customers, creating feedback loops, the best ways to collect VOC data across the customer journey, and identifying advocates.

The week, Jared Orr – CSM at iDeal Solutions – joins the Customer Uplift podcast. During this quickfire chat we dive into Jared’s approach to cross department collaboration, the method he used to realign CS and Sales, his love of gifting candy and donuts to team members, and of course we run through his impressive list of CS side projects.

Bhavika Kochhar, CSM and prolific CS community builder, joins us for the latest episode of the Customer Uplift podcast. In this quickfire chat we cover Bhavika's transformation of NPS process, her passion for automation within CS, countless CS initiatives ... and much more!

Chris Hicken, CEO at Nuff Said, joins us for the latest episode of the Customer Uplift podcast. In this quickfire chat we cover Chris' take on how to adopt low-touch customer success models and how they differ from digital or high touch CS, his vision to help CS orgs prioritize the work that actually matters through AI ... and much more!