Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own?

...no? Well, then you haven't quite fucked up like we have.

In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice:

00:00:00 - Intro

00:02:03 - Owning your mistakes as a CS leader

00:04:44 - The email disaster that exposed a flaw

00:07:04 - Feature training vs. real value realization

00:10:26 - The challenge of proving ROI in renewals

00:13:25 - Why CS teams struggle with product feedback

00:17:18 - The telephone game of customer requests

00:20:50 - When you can’t use the product you support

00:25:20 - CS enablement vs. sales enablement gaps

00:29:54 - Learning from mistakes: Just make new ones!

And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.

Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/

Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

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