Customers are eager to innovate with SaaS, but they often don't know how to put it into practice. I share how to become a trusted advisor who can help them build a strategic plan that delivers not just a smooth implementation, but real business impact.

Get a unique perspective from seasoned CFO, Dan Moser, on how he views buying SaaS solutions and what he expects from a technology partner.  First hand customer perspective on creating value worth a continued investment.

We continue exploring the customer's perspective on what makes them choose certain technology vendors and continue to renew. Dan Moser is a CFO for ExecVision and a 20 year veteran in Accounting and Finance. He shares his perspective on the solutions he has chosen to make his department more effective as well as how he supports the technology decisions across other departments in the company. His insights will help you understand how to better serve and partner with your customers to make them highly successful.

Joah joins me to share what customer success looks like from the other side of the table — the government buyer's side. With a full career in government, she's the one making and shaping the technology decisions vendors are trying to win. Her insights will change how you approach government customers at every stage, from first pitch to long-term partnership.

Tom and I explore what customer success looks like from the customer's perspective. Tom has been an IT Manager for over 20 years buying and implementing hundreds of technologies to optimize company operations. He supports the buying decisions and utilizations of the solutions and shares his perspective on what creates long term success for him and the company he works for. It's an interesting perspective and will give you fantastic insights into how you can better serve and provide value to your customers from the sales cycle through the implementation and long term use customer lifecycle.

In designing a proven Customer Experience model, Marketing has a play throughout the customer lifecycle model for each target market.  I will share how Marketing contributes to creating a repeatable, consistent, customer experience for each target market as well as supporting the consistent content and messaging for all internal employees at your company.

If you've been in Customer Success for awhile, you agree that creating the ultimate customer experience for each target market is a company wide strategy.  It means that all departments have a play and key contribution to creating the ultimate customer experience with your company.  From Marketing, Sales, Services to Product, Distribution and Finance.  Yet many companies still focus on creating a CSM team and think they are the golden ticket.  This discussion will help you to understand how the top companies today have every department understanding what their contribution and focus is to ensure every customer finds value and ROI with their products and services.

How to change the customer conversation from being a concierge and support person to becoming a trusted advisor. We will discuss the approach that can change how you engage with your customers in every conversation to move them forward along their roadmap that gets operationalized in the solution both deeper and wider.

Are you in the business of Customer Experience or Customer Service?  We will discuss the differences between these two areas and what creates the ultimate customer value and long term ROIs.

In this podcast we will discuss how to manage customer success as part of your company strategy profitably.  I share the basic approach I have taken to manage a customer success focused strategy to scale in alignment with the company's financial plan to profitability.