Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers.

Timestamps

0:00 - Preview

0:58 - BS & Intros

3:30 - How does a CCO work with customers?

4:40 - Where is Kate Middleton?

7:00 - Making the customer a success

9:00 - Articulating the value of the product to customers

13:50 - Planning customer success, measuring and assessing data

16:45 - Collecting customer data to create solid foundations

18:35 - How to use AI for customer insights & recommendations

23:15 - Best conversations for customers' success & technical success

25:40 - How to build a scalable customer success process for small businesses?

30:15 - CS This or That

32:14 - CSMs spent 33% of their time on preparing and follow-ups

36:05 - How can CSMs track and enforce product adoption?

39:50 - The future of CS

44:25 - Closing

___________________________

👉 Connect with hosts

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠.