Jeff  Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing customers' voices. 

 Organizational growth happens by placing facts over feelings. Getting to know the true essence of the value perceived by customers is pure gold for an organization. In this episode of [Un]churned, Josh chats with Jeff & Kaily about: 

• Recognizing the full potential customers have to help drive growth 
• Leveraging customer marketing within the organization
• Solution the one of the most significant challenge customer marketers face
• Kaily shares research findings around execs not recognizing the full potential of customers
• Maximizing success by effectively utilizing case studies
• Stats around the market of customer marketing

“Customer Marketing exists to cement the trust gap that exists in the market between buyers & sellers and this needs to be done with authenticity. " - Jeff Ernst

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Jeff Ernst
Jeff Ernst, the co-founder of SlapFive, is customer-obsessed. Before SlapFive, Jeff was Principal Analyst at Forrester Research, covering B2B marketing, and then VP of Marketing, where he built Forrester's customer voice program. He was also the co-founder of TalentReef, and VP of Marketing & Product at Kadient and FatWire Software.

About Kaily Baskett.
Kaily is the Customer Advocacy and Marketing Program Strategist at SlapFive. She Empowers Customer Marketers and Advocacy Managers to capture strategic and authentic customer voices. 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

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There is nothing more powerful than having every member of the team charged with the vision of the company. To ensure that this relays across the organization, the role of a CS leader is crucial in translating and aligning the people in the product team with what the market and customers are looking for. Ryan Weisert, CS leader, Iterable is the unchurned guest in today’s episode. 

 Josh & Ryan share a conversation about:

• Ensuring hyper-alignment with the head of product
• Advocating certain features by presenting numbers and projections
• Crafting a career path for folks on your team
• Hiring and onboarding talent that fits in the culture
• Getting practical on delivering feasible value as a CSM

“A lot of customer segmentation strategies fall flat when they don't look at the feasibility just on a day-to-day basis of how a CSM manages their time.They also don't look at the growth path or the relative enjoyment of the job. " - Ryan Weisert

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Ryan Weisert
Ryan is a Client Success leader focused on retaining and growing revenue.  He is passionate about developing best-in-class Client Success Managers.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Building a one-on-one relationship with customers is one of the foundational pillars to ensuring success in business. Over a period of time, as the business of the company grows, maintaining this initmate touchpoint with each of the customers from a widespread pool of customerbase serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.

 Jonathan Corbin,Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about 

• How Hubspot identifying different categories of customers
• Engaging and nurturing relationships to deliver a great customer experience
• Team segmentation & secrets to the motivating and progressive culture at Hubspot 
• Aligning crossfunctionality in team

“Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Jonathan Corbin
Currently serving as the Global Vice President of Customer Success & Strategy at HubSpot, Jonathan is a Proactive leader with experience successfully building and scaling teams with industry-leading SaaS companies. 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. & email Josh for letting UpdateAI extend support to the cause that matters to you at [email protected]

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Different narratives have formed around the question of - ‘How does Customer Success contribute to the overall success of a business?’

 But, the depth of the insights & knowledge that the CS team has from having access to different touchpoints of the end users experiencing the product is invaluable to planning and mapping out the next steps for the company's growth.

In this unchurned conversation, we bring in Chris Hicken, Co-founder & CEO of 'nuffsaid to chat with Josh about

• Role of different tiers of mentors in career advancement
• Focusing on the work that matters
• What lies in the future of CS
• Metric that gauges the success of those actively involved in CS
• Who takes responsibility for the Product-Market fit?
• Orientation of Product-led growth and Customer-led growth businesses

“The CS executives can & should score the quality of the experience delivered at each point. They should own the product-market fit scorecard for the business" - Chris Hicken

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Chris Hicken
Chris is the Co-founder & CEO of 'nuffsaid. He has 15 years of experience in B2B software as a leader, investor, advisor, and board member. He spent 8 years as President & COO of User Testing becoming an expert in creating great experiences.

 Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael Provan

Building great relationship with customers is a great way to level up customer success. Conducting meetings can become a pathway to build this relationship and deliver value to enrich the experience of customers. Josh sits down with Rachel Provan, VP of CS at Provan Success, to chat about:

• Bypassing the burnout & fatigue to lead a balanced an healthy life
• “why” and “why NOT” to have meetings
• Structuring agendas for internal team meetings
• Importance of documenting progress and accomplishments
• CS is complex, having patience is a virtue

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Rachel Provan
Rachel is a Top 50 Customer Success Leader, LinkedIn influencer, and Coach. She has 10+ years of experience building and scaling Customer Success departments for B2B SaaS organizations and works closely with C-level executives and across departments to drive data-driven process improvements that raise customer satisfaction, product adoption, NRR, and NPS. She is recognized for improving client experience and self-sufficiency, streamlining operations, and consistently delivering results.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

This unchurned conversation takes you behind the scenes of the movement into customer lead growth - Pulse 2022 with Kellie Capote, Chief Customer Officer, Gainsight we discuss:

• Riding the tide and functioning for durable growth
• Factors that ushered appreciation for success 
• Headwins from Heads’ of CS & CCOs’
• Value Realization through crossfunctional alignment fit
• Sneak peek into the Durable- Growth framework

“Organisations might double down Digital-Led Customer Success. Doing customer success with human-led approach along with leaning into technology & automation and find ways to augment what Human-Led CSMs can do but, at scale is going to be one of the key strategies that CS professionals are going to need to figure out. "

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Resources Mentioned In This Episode

• Kellie’s Forbes Article - Why Human-Led And Digital-Led CS Are Not At Odds
• Check out the Pulse conference - https://gainsightpulse.com/pulse-2022/

About Kellie Capote
Kellie is an energetic and results-driven customer success leader with over fifteen years of experience fostering customer relationships and leading customer facing teams. She has a proven track record of increasing account growth, retention and reference-ability through building trusted advisor relationships and driving measurable business outcomes for customers. She is deeply passionate about the philosophy of customer success and it being the growth engine of your organization.

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.


Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation about customer community and different facets of leadership with  Jay Nathan, EVP & CCO of Higher Logic we discuss:

- Leading with questions NOT answers
- Empowering your team by asking - “How I can help you?”
- Showcasing hospitality as a leader
- The value of customer community

“You have to empower and enable people. You have to make good people decisions all the time – put the right people in the right positions and help them move obstacles, because you dont’’ have all the skills needed, and even if you did, you don't have enough time in the day to do the work. "

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Books Mentioned In This Episode

• Coaching Habit
• Mindset: The New Psychology of Success
• Radical Candor
• Buy Setting the Table

About Jay Nathan
Across the years and a number of functional executive roles in customer success, product, services and account management, Jay has developed a methodology for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes.  Jay has co-founded Gain Grow Retain, a community for customer success leaders, and subsequently sold Customer Imperative, a company Jay founded, that focused on helping B2B SaaS retain customers, grow revenue and scale customer success to Higher Logic where he is currently serving as the Chief Customer Officer.
- Check out the Gain, Grow, Retain Podcast

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:

• The June 2022 CS Excellence Awards
• The perils of CS as an echo chamber
• The need for CS to be a cross functional, multidisciplinary mindset
• Learn about Cognite and the CS team there
• What to do when high touch isn’t available

“Customer Success is a team and company-wide responsibility WE REALLY FIND OURSELVES STRUGGLING TO DRIVE change and impact. We need to go out and influence other teams to make it more customer-centric."


Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Alex Farmer
Alex is a CS executive with experience building post-sale teams to reduce churn at high-growth B2B SaaS scale-ups. He is the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession and has been recognized as a 2021 Top 25 Customer Success Influencer and 2020 Top 100 Customer Success Strategist by SuccessHacker. He is currently serving as the VP Customer Success at Cognite, a global industrial AI SaaS company supporting the full-scale digital transformation of heavy-asset industries around the world. 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation on building trust & the importance of effective note taking with David Sable, you get to learn about

• Why they follow the customer first approach at Amazon
• Josh shares the employee-first mantra at Intuit
• How you can build effective service relationships with customers
• Why restaurant servers make the best salespeople
• What makes note-taking so important - Publish or Perish

 “Relationships are built on understanding what outcome your customer exactly needs. What does your customer need to be successful?”

Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About David Sable
David is an author, entrepreneur, social activist, storyteller and coach. He led the largest advertising agency in the world and currently serves on multiple boards of public companies.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“If the train tracks already exist you don’t need leadership, you need good management. When you are in the moment, in charge and there are no train tracks, you need to shine as a true leader.”

In this unchurned conversation on Leadership with Dylan Stafford, Assistant Dean at UCLA, you get to learn about
- What defines leadership in a true sense?
- Leadership is a natural self-expression 
- Ways to become self-expressive
- Four foundational factors of leadership 
- Power of your word as a leader 
- Drop the story & honor your own word 
- Authenticity is the alignment to who I allow you to think I am & who I actually am 
- Dance with uncertainty
- J . F Kennedy as a leader

Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Dylan Stafford
Building a world of effective leaders, Dylan is committed to empowering organizational excellence through culture. He is an Assistant Dean at UCLA Anderson. His book "Building a Winning Organization" challenges readers to lead in their organizations, and shows them how. Before UCLA, I worked for Siemens AG in Santa Clara and Munich, Germany. Dylan earned his MBA from the Chicago Booth School of Business, with concentrations in Finance and Marketing and is a graduate with honors from Texas A&M University.

Check out Dylan’s Leadership course - Being a leader & the effective exercise of leadership

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin!

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter