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Nick Mehta, CEO of Gainsight, talks about the emergence of Customer Success culture, the myth of unavoidable churn, and the Pittsburgh Steelers (okay Nick insisted on that last one).

Tien Tzuo, CEO of Zuora, joins us to talk about the acquisition on Frontleaf, how Zuora defines its 9 keys to customer success, and what's coming next for the Subscription Economy.

Ben Congleton, Co-Founder and CEO of Olark, explains why live chat is a critical communications channel for customer success, how to build a customer-centric culture in a remote team, and what the upcoming "phone vs chat" showdown is all about.

Tomasz Tunguz from Redpoint Ventures joins us to discuss what models are working for structuring Customer Success organizations, for achieving negative net churn, and even for interpreting the Customer Success hints buried inside financial filings.

Jay Nathan, VP of Customer Success at PeopleMatter, discussed how he uses repeatable playbooks to scale his company's customer service efforts, plus how to strike the right balance between standardizing processes and allowing creativity from his team.

David Skok from Matrix Partners and creator of highly acclaimed forentrepreuners.com joins us to talk about the evolution of Customer Success as a strategy in SaaS, how its now taking over board meetings, and why Hubspot has the right idea.

Nir Eyal, author of Hooked: How to Build Habit-Forming Products, explains how Customer Success teams can utilize the concepts behind habit forming consumer products like Facebook, Google, and Instagram to help keep their customers on the right track.

Aaron Fulkerson, CEO of Mindtouch, explains how the strategic use of self service content helps drive Customer Success and new sales.

Tom and Rachel talk about how to add Net Promoter Surveys to your customer success toolkit, what are the "gotchas" to look out for, and give some practical tips on sending your very first NPS.

Robbie Baxter talks with us about her new book, The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue.