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The Customer Success Intelligence Podcast
By SmartKarrotBusiness
The Customer Success Intelligence Podcast episodes
- Ep 27 | Brad Martin – How important is it to drive product decisions through data?It is becoming very important to use data to trigger appropriately timed Customer Education. And to show customers new things about your product, and to have strategic meetings with them about new releases/features.2 min
- Ep 26 | Hakan Ozturk – Is the CS organization the “Everything” department?While the CS Ops team needs to Quarterback the function, ultimately many departments need to contribute in their own ways to the “Customer Success” function: Sales + Account Management + Marketing + Product Implementation + Onboarding!2 min
- Ep 25 | Donna Weber – As the industry matures, what sort of Specialization is emerging within the roles?As a company grows, one needs to start moving away from generalists into specialists (the sooner the better). Also it becomes very important to segment your customers and not treat them all the same.2 min
- Ep 24 | Hakan Ozturk – The importance of being proactive and intelligence drivenAs the CS world evolves at a rapid pace, it is important for tools and solutions to keep up. Hear what Prithwi Dasgupta (CEO, SmartKarrot) has to share when it comes to being a proactive and intelligence driven platform.3 min
- Ep 23 | Sue Nabeth Moore – Why is it important to predict adoption?Pay attention to the processes which are impacted by the implementation of your solution. What is the data governance around that and what needs to change? What is the change management required to drive that adoption?2 min
- Ep 22 | Paul Henderson – Is the Board ready to look beyond Sales for Revenue Generation?Net Revenue Retention is the best predictor of valuations of software companies, it is the number one measure now. Customer Success Managers and Account Managers need to become leaders in driving that NRR for the organization.2 min
- Ep 21 | Seth Dovev – How do you make Data Driven Decisions?Content at the end: To make data-driven decisions, the foundation is to start with a single source of truth, and then to be able to push that out to teams, systems, etc. for everyone to have that same consistent data.3 min
- Ep 20 | Seth Dovev – For your customer, how do you measure incremental value added?Try to ask during solutions reviews or QBRs: “If you were to renew today, would you?”. Try this when you are 6 or 9 months in. That can really help course correct, and also really make sure that you are aligning with their expectations.2 min
- Ep 19 | Sue Nabeth Moore – How is Customer Success becoming a catalyst to break down silos?Good Customer Success teams are feeding data to Account Management around up-sells and cross-sells, to marketing teams with their success stories, and roadmap priorities into the product team. They are breaking down silos by disseminating useful data.2 min
- Ep 18 | Sue Nabeth Moore, Jason C. Whitehead – Risks of Change ManagementOne should assess the experience, capacity, and willingness of their prospective customer to have a change effort in place. If they don't have the appetite or the resources for, or the experience to do it well, that's a risk to be considered.3 min
About The Customer Success Intelligence Podcast
From the publisher's feed
['The Customer Success Intelligence Podcast is dedicated to uncovering the best ideas, insights and inspirations for modern customer success teams. Listen to the stories, perspectives, and best…
practices from the best and brightest in the field of Customer Success to fuel your growth.', 'The Customer Success Intelligence Podcast is dedicated to uncovering the best ideas, insights and inspirations for modern customer success teams. Listen to the stories, perspectives, and best practices from the best and brightest in the field of Customer Success to fuel your growth.']
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