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Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
#updateai #customersuccess #saas #business
Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss:
- Challenges of constant employee turnover
- Aligning Sales & CS on Success Plans
- Strategies for successful cross-functional collaboration
- Role of AI in sharing the voice of the customer
- Differentiating onboarding phases
- Prioritizing customer-centric tactics
- Strategic approaches to improving customer retention
- Navigating challenges related to M&A
Timestamps
0:00 - Preview
1:25 - Meet our guests & Solar Eclipse
6:31 - Leadership is lonely
8:35 - Challenges in cross-function collaboration
10:58 - Challenges dealing with churn, employee turnover
16:50 - Kristi shares the benefits of re-onboarding & strategies around it
22:50 - Alex shares his perspective on onboarding & non-regretted churn
24:35 - How you can tactically be customer-centric
28:20 - Responsive ---Behind the scenes
32:50 - Re-onboarding doesn't have to be free
35:35 - Identifying customer behavior
38:50 - Using AI to keep customer insights aligned across teams
40:22 - Alex shares about transitioning to an enterprise value selling motion
44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33%
45:45 - Adjusting success plans
50:43 - Closing
___________________________
#updateai #customersuccess #saas #business
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Michael Forney - https://www.linkedin.com/in/michael-forney/
Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 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.
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
View all episodes
By Gainsight
5
9090 ratings
#updateai #customersuccess #saas #business
Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss:
- Challenges of constant employee turnover
- Aligning Sales & CS on Success Plans
- Strategies for successful cross-functional collaboration
- Role of AI in sharing the voice of the customer
- Differentiating onboarding phases
- Prioritizing customer-centric tactics
- Strategic approaches to improving customer retention
- Navigating challenges related to M&A
Timestamps
0:00 - Preview
1:25 - Meet our guests & Solar Eclipse
6:31 - Leadership is lonely
8:35 - Challenges in cross-function collaboration
10:58 - Challenges dealing with churn, employee turnover
16:50 - Kristi shares the benefits of re-onboarding & strategies around it
22:50 - Alex shares his perspective on onboarding & non-regretted churn
24:35 - How you can tactically be customer-centric
28:20 - Responsive ---Behind the scenes
32:50 - Re-onboarding doesn't have to be free
35:35 - Identifying customer behavior
38:50 - Using AI to keep customer insights aligned across teams
40:22 - Alex shares about transitioning to an enterprise value selling motion
44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33%
45:45 - Adjusting success plans
50:43 - Closing
___________________________
#updateai #customersuccess #saas #business
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Michael Forney - https://www.linkedin.com/in/michael-forney/
Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 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.
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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