In this episode, discover how you can revolutionize customer retention in your long tail.

Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale.

Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class retention.

What we’ll cover:

• Busting Retention Myths: Why you SHOULD put human resources behind small customers.

• The Uber of CS: How Mayple provides High-Touch, Pay-Per-Use Industry Expertise for Long-tail Customers.

• Real Results: How Mailchimp Reduced Churn by 95% Within Six Months using Mayple.

Tune in for game-changing insights and strategies!

In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM.

Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role!

Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team.

Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse.

Here’s what we’ll cover:

• What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners.

• How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable.

The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity.

Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers.

Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers.

Here’s what we’ll cover:

The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers.

Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving.

Don’t miss this episode to master the art of value communication in customer success!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base.

Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities.

Here’s what we’ll cover:

• Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential.

• The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient.

• Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action.

• Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness.

The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight.

Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively!

Resources:

Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

In Episode 2 of the Customer Success Masterclass, we explore how to create a repeatable process to deliver measurable value to your customers.

Hosted by Daphne Costa Lopes, this episode delves into the intricacies of crafting effective customer journeys that guide customers to value realization.

Here’s what we’ll cover:

The expert interview of the week is with Tori Jeffcoat, the Head of Customer Success and AI Strategy at Gainsight.

Join us to gain practical insights and actionable strategies for enhancing your customer success efforts. Don’t miss this episode to transform how your organization delivers value and achieves customer satisfaction!

Resources:

A 7-Stage Customer Journey To Drive Success Proactively

Do We Really Need Customer Journey Maps?

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes.

Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach.

Here’s what we’ll cover:

• Internal vs. Customer-Centric Metrics: Understand the limitations of using unit economic metrics alone in Customer Success and why they fail to capture the real value for customers.

• Understanding Customer Motivations: Explore the core reasons why customers buy your product and how to align your success measures with their needs.

• Jobs to be Done Framework: Learn how to apply the Jobs to be Done methodology to define clear, measurable outcomes that reflect the value your customers seek.

• Embedding Metrics into Your Organization: Discover strategies to integrate these customer-centric metrics into your organization as key performance indicators (KPIs) to drive alignment and focus.

This week's expert is David Jackson, he is a CS Veteran and author of the book Customer Led Growth: A CEOs guide to building a B2B SaaS.

Tune in to gain actionable insights and start your journey towards a more effective, customer-focused success strategy. Don’t miss out on this essential episode!

Resources mentioned on the show:

Build a Scalable, Proactive, and Revenue-Generating Team.

Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team.

In this series, we’ll explore five key topics with industry experts:

1. Defining and Measuring Customer Value: Learn how to achieve measurable outcomes in your business.

2. Delivering Measurable Value to Customers: Discover how to ensure customers retain and grow by realizing value.

3. Proactively Monitoring Risk and Growth Signs: Understand how to manage risk and identify growth opportunities.

4. Communicating Value to Customers: Master the art of communicating value to all your customers.

5. Capturing Value Back through Retention and Growth: Build strategies for retention and growth to create a second engine of business growth.

By the end of this series, you’ll have the tools to implement customer-led growth in your business.

Tune in every Tuesday for a new episode. Don’t miss out!

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results.

We dive deep into the intersection of product and CS to help you:

🚀 Learn how product roadmaps work

🚀 Better champion your customers with Product Managers

🚀 Handle tough conversations on unmet feature requests

🚀 Get advice on transitioning from CS to Product roles.

Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at Cascade. These Aussie trailblazers are the brains behind Women of Customer Success, a thriving community with over 9,000 members!

Get your headphones on, and gear up for a knowledge-packed episode!

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task.

But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks?

In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs).

Our first guest is none other than Nikola Mijic. He is the CEO of Matik, a groundbreaking tool that has redefined the way CS assets are crafted. In our conversation, we dive deep into how they are simplifying this time-consuming process into a one-click wonder, saving CSMs valuable time and resources.

And that's not all!

Our second guest is Brian Savage. He is a Senior Automation Analyst with a knack for building bespoke solutions. He shares how his team is harnessing Workato, an Integration Platform as a Service (iPaaS), to create tailor-made EBR automation solutions from the ground up.

You'll learn about the strategic approach, technical know-how, and the endless possibilities for customizing your EBR process.

Whether you're a CS Leader looking to streamline your EBR workflow or a tech enthusiast eager to understand the automation magic, this episode promises valuable insights and inspiration.

Don't miss out on discovering the future of EBR presentations – it's all just a click away!