Strikedeck Radio: Customer Success Live

Strikedeck Radio: Customer Success Live episodes:

• 01.11.2022

  Episode 109, Sandra Cashe, Setting Up for a CS Platform

  Join Kristen Hayer in conversation with Sandra Cashe, Chief Customer Officer at Veriforce. Sandra has been getting set up with a new CS platform and talks about her approach to preparing for new customer success technology in this episode.

  
• 11.18.2021

  Ep 108, Jennie Li, Planning for Digital Customer Success

  Join Kristen Hayer in conversation with Jennie Li, Senior Manager of Digital Experience for Definitive Healthcare. Jennie has been working for the past year to build a team of CX professionals and develop the first iteration of their digital customer...

  
• 11.04.2021

  Ep 107, Tao Stadler, Scoring Utilization

  Join Kristen Hayer and Tao Stadler as they talk about Scoring Utilization in Customer Success. Tao has developed a report that essentially gives specific aspects of product utilization a score. They call this report the FUGA report. Tao will share...

  
• 09.30.2021

  Ep 106, Irene Lefton, Customer Success from the Customer's Perspective

  Join Kristen Hayer in conversation with Irene Lefton, Customer Success Advocate and Author as they talk about what customers want from customer success teams, what works, what doesn’t work, and how to best position your CS team for a successful...

  
• 09.16.2021

  Ep 105, Bob London, How to Tear Down the Wall Between Customers and Vendors

  Join Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations. Webinar Registration Link Here: https://bit.ly/3tBHhyl The Success League Leadership...

  
• 09.02.2021

  Ep 104, Chad Horenfeldt, Motivational Interviewing in Customer Success

  Join Kristen Hayer in conversation with Chad Horenfeldt, Director, Customer Success for Kustomer. He has recently adopted a change management tool called Motivational Interviewing. We’ll be talking about this approach, how Chad is using it on his team, and the results...

  
• 08.19.2021

  Ep 103, Bill Cushard, The Business Model of Customer Success

  Join Kristen Hayer in conversation with Bill Cushard, General Manager at ServiceRocket as they discuss the business model of Customer Success.

  
• 07.29.2021

  Ep 102, Gary Rubinstein, Account Planning

  Join Kristen Hayer in conversation with Gary Rubinstein, Director of Customer Success in APAC at WalkMe as they discuss how he has created an account planning approach for his team that is simple but incredibly successful.

  
• 07.09.2021

  Ep 101, Emily Garza, Building Cross-Functional Relationships

  Join Kristen Hayer in conversation with Emily Garza, AVP, Customer Success at Fastly as they talk about about how customer success leaders can build cross-functional relationships with other teams inside their companies.

  
• 06.24.2021

  Ep 100, Shreesha Ramdas and Sanjay Poonen, Executive Alignment to Achieve Customer Centricity

  It’s been an amazing journey and we want to celebrate with you. Join us at the 100th episode special with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck, and our host, Kristen Hayer, Founder...

  
• 06.15.2021

  We are thrilled to announce that Strikedeck Radio is turning 100!

  Join us at a live event with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about achieving customer-centricity through executive...

  
• 05.24.2021

  Strikedeck Radio is Turning 100!!

  It’s been an amazing journey and we’d have the pleasure and privilege of hosting some of the most renowned Customer Success leaders in the industry! We want to thank you for the support and appreciation all these years and want to...

  
• 04.30.2021

  Ep 99, Book: The 7 Pillars of Customer Success, Wayne McCulloch

  Join Kristen Hayer in conversation with Wayne McCulloch, Global Head of Customer Success (SaaS) at Google Cloud as we talk about his new book, The 7 Pillars of Customer Success. I’m excited for all of you to hear more about...

  
• 04.08.2021

  Ep 98, Donna Weber, Onboarding Matters

  Join Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches. Check out these links: New Book: https://www.donnaweber.com/book Onboarding ≠ Implementation: https://www.donnaweber.com/post/onboarding-implementation The Neuroscience of...

  
• 03.25.2021

  Ep 97, Sherrod Patching, TAMs vs CSMs

  Join Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how...

  
• 03.11.2021

  Ep 96, Heather Matthews, Communication & Service in Customer Success

  Kristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.

  
• 02.18.2021

  Ep 95, Jim Kalbach, The Jobs to be Done Playbook

  Join Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.

  
• 02.04.2021

  Ep 94, Max Klimmek, Building & Scaling a Global CS Team

  Join Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.

  
• 01.21.2021

  Ep 93, Andrew Rowlands, Developing CS in a Non-SaaS Environment

  Join Kristen Hayer in conversation with Andrew Rowlands, Customer Success Design Lead at Telstra as he shares his approach and some of the challenges he has faced as he has taken on the task of building customer success in an...

  
• 01.07.2021

  Ep 92, Meredith Blanchar, Focusing on Value in 2021

  Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing...

  
• 12.17.2020

  Ep 91, Carl Gold, Fighting Churn with Data

  Join Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.

  
• 12.03.2020

  Ep 90, Mel Bilge, Moving into CS Leadership Through Growth

  Join Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.

  
• 11.19.2020

  Ep 89, Dev Kurbur, Case Study on using the CRG Crisis Recovery Framework for CS

  Join Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.

  
• 11.05.2020

  Ep 88, Sunil Joseph, Professional Services or Customer Success?

  Join Kristen Hayer in conversation with Sunil Joseph, VP of Customer Success at Avanoo as we discuss how professional services are different from customer success, and how to make a shift from a professional services approach to a customer success...

  
• 10.22.2020

  Ep 87, Rachel Jugai, Over-processing Processes for CSMs

  Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you can leverage your customers success team’s strengths.

  
• 10.08.2020

  Ep 86, Will Lopez, The Ideal Customer Profile & The Cost of Success

  Join Kristen Hayer in conversation with Will Lopez, VP of Customer Success atPhone2Action as they about the concept of creating an ideal customer profile, and how the cost of servicing customers ties into that idea.

  
• 09.24.2020

  Ep 85, Boaz Maor, Building a CS team out of Support

  Join Kristen Hayer in conversation with Boaz Maor, Chief Customer Officer at talech as he talks about how he is converting a support team to a customer success team.

  
• 09.10.2020

  Ep 84, Michelle Novak, Customer Business Reviews

  Join Kristen Hayer in conversation with Michelle Novak, Manager, Customer Success at Iterable as she shares some of the ways she has made Customer Business Reviews easier for her team and gotten their customers more involved in the whole process.

  
• 08.27.2020

  Ep 83, Emilia D'Anzica, Leveraging Emotional Intelligence as a CS Leader

  Join Kristen Hayer in conversation with Emilia D'Anzica, Consultant, Customer Success at GrowthMolecules as she talks about emotional intelligence, why that is important as a leader in Customer Success, and how you can develop your emotional intelligence.

  
• 08.14.2020

  Ep 82, Shari Srebnick, Building Account and Success Plans

  Join Kristen Hayer in conversation with Shari Srebnick, Head of Client Success US at Searchmetrics as she talks about how she worked with her team to build both an account plan template and a joint success plan.

  
• 07.30.2020

  Ep 81, Keri Keeling, Managing Remote CSMs

  Join Kristen Hayer in conversation with Keri Keeling, Global Head, Customer Success Innovation and Intelligence at vmware as she shares her experience in management roles as a remote leader or with dispersed teams.

  
• 07.16.2020

  Ep 80, Andrew Cutler, The Challenges to Adding CS to a Mature Organization

  Join Kristen Hayer in conversation with Andrew Cutler, V.P Strategy, Transformation and CS at Software AG as he shares his experience with putting CS in place in a mature organization, and one that has been focused on on-premise software.

  
• 06.18.2020

  Ep 79, Kris Morrison, Customer Success in a Time of Crisis

  Join Kristen Hayer in conversation with Kris Morrison, VP of Customer Success at Interact Software and talk about how customer success can shift gears in a crisis.

  
• 06.04.2020

  Ep 78, Chitra Madhwacharyula, Consulting Mindset in Customer Success

  Join Kristen Hayer in conversation with Chitra Madhwacharyula, VP of Global Customer Success & Services at Joveo to gain insight on how a consulting mindset can benefit a customer success professional.

  
• 05.21.2020

  Ep 77, Gaines Murfee, Taking a Product Approach to Customer Success

  Join Kristen Hayer in conversation with Gaines Murfee, Product Manager at Chili Piper as he shares his approach to shifting to a 100% focus on customer success.

  
• 05.07.2020

  Ep 76, Clayton Moulynox, Building a Global CS Team

  Join Kristen Hayer in conversation with Clayton Moulynox, Founder of MXGrowth as he shares his experience building customer success at Auth0 from when it was a startup with 20 employees, through the scaling process to land at a company of...

  
• 04.23.2020

  Ep 75, Chris Hicken, Creating Actionable Churn Categories

  Join Kristen Hayer in conversation with Chris Hicken, CEO of 'nuffsaid as he shares his approach to developing churn categories that are actionable and easy to implement.

  
• 04.09.2020

  Ep 74, Maranda Dziekonski, Switching Industries & the Role of Domain Expertise

  Join Kristen Hayer in conversation with Maranda Dziekonski, the Vice President of Customer Success and People Operations at Swiftly as they talk about the ways to navigate shifting from one industry to another, and the role of domain expertise in...

  
• 03.26.2020

  Ep 73, Cairo Amani, Promoting Your Career as a Woman in Customer Success

  Women's Month Special Podcast! Join Kristen Hayer in conversation with Cairo Amani, Customer Success Manager for Lane and the Co-founder of ThriveNetwork as they talk about how women can promote their careers in customer success. If you’re a guy, please don’t...

  
• 03.19.2020

  Ep 72, Megan Caldwell, Identifying and Focusing on your Most Important Customers

  Join Kristen Hayer in conversation with Megan Caldwell, Head of CS at Elevate Security as they talk about how to identify your most important customers, and direct your focus toward them.

  
• 03.05.2020

  Ep. 71 McKayl Bergman, Scaling Your CS Program with NO Resources

  Join Kristen Hayer in conversation with McKayl Bergman, Head of Customer Success for Merlin, as they talk about building a Customer Success program with very limited resources.

  
• 02.20.2020

  Ep 70, Mike Sasaki & Marisa Carter, ABM and Customer Success: Driving Customer Revenue Growth

  Join Kristen Hayer as she hosts Mike Sasaki, Head of Customer Success and Marisa Carter, Marketing Manager from Mitek Systems to talk about account-based marketing and their approach to driving revenue from existing customers for your organization.

  
• 02.06.2020

  Ep 69, Jennifer Griffin, Shifting to a Proactive Approach to Customer Success

  Join Kristen Hayer, in conversation with Jennifer Griffin, VP of CS at Trust Radius as they talk about the process of transforming a largely reactive customer-facing team into a truly proactive customer success program.

  
• 01.23.2020

  Ep 68, Mona Yoast, Building a High Performance CS Team

  Join Kristen Hayer and Mona Yoast, VP of Educator Success at Learning Ally as she shares her experience of transforming a team she inherited into a high-performing customer success team.

  
• 01.09.2020

  Ep 67, Paul Piazza, Customer Feedback

  Join Paul Piazza, Sr Dr of Customer Success at Reciprocity and Kristen Hayer as they talk about ways that CS can share customer feedback with the rest of the organization, and the positive impact that can have on a company.

  
• 12.19.2019

  Ep 66, Lauren Costella Podcast, Lessons from Sports for Customer Success

  Join Lauren Costella and Kristen Hayer as they talk about how lessons from sports have helped her approach to Customer Success.

  
• 12.05.2019

  Ep 65, Jason Whitman, Scaling a CS Team

  Join Jason Whitman, VP of CS at JustWorks and Kristen Hayer as they talk about hiring the right people to create a team that both scales with the organization and delivers exceptional customer experiences.

  
• 11.14.2019

  Ep 64, Neelu Shaikh, Scaling a CS Team

  Join Neelu Shaikh, VP of Customer Success at Tipalti and Kristen Hayer as they discuss tactics for scaling a CS team, and developing scalable team structures.

  
• 10.17.2019

  Ep 63, Megan Macaluso, Onboarding – Tech Touch vs. Human Touch

  Megan Macaluso joins Kristen Hayer to talk about the importance of balancing automation with a human-driven onboarding program.

  
• 10.03.2019

  Ep 62, Kristen Hayer & Bill Cushard, LIVE Podcast

  Join Kristen Hayer, the host of Strikedeck Radio & Bill Cushard, host of Helping Sells Radio as they team up for one night at Service Rocket, Palo Alto for a LIVE podcast!