Stop wasting the first 5-minutes of your client calls. There are better ways to personally connect with clients, show them that you see and understand them, and then get to work on defining their ideal future state. Today we're covering practical steps for asking better questions and using active listening with your clients.

Takeaways

Chapters

00:00 Introduction and Background

01:00 Customer Ownership of Business Value

03:21 The Role of Challenger Selling in Customer Success

04:48 The Shift in Customer Success Focus

05:17 Asking the Right Questions for 2024 Planning

06:14 Prescriptive vs Collaborative Approach

09:01 Introductions with a Twist

10:27 Painting a Vision of Future Success

11:34 Capturing Insights and Addressing Roadblocks

13:53 Using Whiteboarding and Collaboration Tools

15:21 Asking Challenging Questions and Addressing Pain Points

18:17 Handling Questions with Unknown Answers

20:11 Preparing the Soil for Future Conversations

21:35 The Value of the Parking Lot

23:01 Identifying Opportunities for Upselling

25:23 Recap and Homework

28:43 Conclusion

Resources

⁠⁠Connect with Casey⁠⁠

⁠⁠Connect with Todd⁠⁠

⁠⁠Visit the show page⁠⁠

⁠⁠Get to know BrainStorm⁠

Credits

Show direction: ⁠Debra Wilson⁠

Show design: ⁠⁠Kensie Smith⁠