This is Growth!

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!

What does Customer Success look like in a company that uses a product-led growth strategy?

So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle.

Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led.

He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale

Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it!

Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale.

That's why it's important for us to talk about these challenges openly!

In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success.

If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you!

Get ready to ignite your CS strategy and amplify your business impact! 🔥

Music: Workday by Scott Dugdale

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals.

In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity.

Imagine having a virtual assistant that not only understands customer queries but can also craft personalized responses that resonate deeply with each individual.

That's the promise of generative AI.

Today, we're going to uncover the practical ways in which Customer Success Professionals can leverage Update.ai and ChatGPT to streamline their workflows and ultimately drive business growth.

So whether you're a seasoned customer success veteran looking to adapt to the digital age or a newcomer curious about the possibilities, get ready to be inspired by the insights and experiences shared by Mickey Powell.

Music: Workday by Scott Dugdale