On this podcast, you’ll hear from forward-thinking leaders about the Customer Success strategies that matter most. Welcome to the no-fluff podcast for Customer Success. Powered by the team at TheySaid.
…
continue reading
1
Use VOC Feedback to Figure Out Workarounds That DON’T Include New Features
30:26
30:26
Spill senere
Spill senere
Lister
Lik
Likt
30:26
Before Meta acquired Kustomer in 2022, Chad Horenfeldt, Kustomer’s then Director of Customer Success, saw the need for a revamp of the company’s Voice of Customer program and practices. He went on to design a comprehensive VOC program focusing on three objectives: Capture, Analyze, and Act. In this episode, Chad covers the highly effective VOC surv…
…
continue reading
Today on the Nuffsaid podcast we spoke with Sandy Yu, the Global Lead of Oracle Cloud Infrastructure Advisory Boards, about how a Voice of Customer program can provide real value to an organization and prove its effectiveness to the executive team. If you’re unsure of whether or not your VOC program is working, this is a must-listen episode.…
…
continue reading
1
How to Flex Your Voice of Customer Muscle With Slack VOC Expert
29:22
29:22
Spill senere
Spill senere
Lister
Lik
Likt
29:22
Having worked for the last four years in Voice of Customer at large companies (first Lyft and now Slack), it’s safe to say Kevin Vielbaum is a master of his craft. In this Nuffsaid podcast episode, Kevin digs into several interesting topics including how he measures the success of a VOC program.
…
continue reading
1
Build the Product Your Customers Want Using VOC Data
28:23
28:23
Spill senere
Spill senere
Lister
Lik
Likt
28:23
With a background in Marketing & Growth at companies like Hubs, Recruitee, and Growth Tribe Academy, Ferdinand Goetzen, now CEO & Co-founder at Reveall, has a natural orientation to use Voice of Customer data to make product decisions. That’s why in this episode of the Nuffsaid podcast, he explains his philosophy on how to build the best product po…
…
continue reading
1
The Meeting That Every VOC Program Is Missing
39:11
39:11
Spill senere
Spill senere
Lister
Lik
Likt
39:11
Beyond being the most entertaining guest we’ve had on the show, Jeanne Hopkins, CRO at OneScreen.ai & former CMO at Lola.com, convinced us that the Voice of Customer sync she designed is the most impactful meeting a leader can schedule.
…
continue reading
1
Box’s Jeff Justice Williams on Building a VOC Program at Scale
33:24
33:24
Spill senere
Spill senere
Lister
Lik
Likt
33:24
Jeff Justice Williams is the Sr. Executive Director of Enterprise Customer Success at Box and has led CS teams at companies like Stack Overflow, WeWork, and Dropbox. In this conversation, Jeff highlights how a Voice of Customer program should operate at scale.
…
continue reading
1
Actually Closing the Loop With Customers in a VOC Program
29:18
29:18
Spill senere
Spill senere
Lister
Lik
Likt
29:18
Having played critical roles on Voice of Customer teams at companies like VMware, Red Hat, and Citrix, Nick Woerner, current Director of CX at Mineral, joins the Nuffsaid podcast to share wisdom on what it actually takes to close the loop with customers within a VOC program.
…
continue reading
1
The Advanced Voice of Customer Program Blueprint
36:21
36:21
Spill senere
Spill senere
Lister
Lik
Likt
36:21
Here’s VP of Customer Success at ESG, Peter Armaly, to kick off our new podcast series on Voice of the Customer (VOC) programs. Coming from a background with extensive Customer Success experience including having spent more than 5 years as a CS executive at Oracle, Peter shares how an advanced VOC program is run.…
…
continue reading
1
Digital CS at Mega-Scale: VMware’s Approach
25:44
25:44
Spill senere
Spill senere
Lister
Lik
Likt
25:44
VMware’s Meenu Agarwal runs one of the largest books of business in the world. As SVP of Customer Success at a company with a revenue of over $12B, more than 2,000 Customer Success team members around the globe, and 500,000 customers, Meenu understands what digital Customer Success should look like at mega-scale. In this episode, Meenu breaks down …
…
continue reading
1
A Quick-Start Guide to Data-Driven Digital CS
30:44
30:44
Spill senere
Spill senere
Lister
Lik
Likt
30:44
Dan Ennis, the Manager of the US Scale Customer Success team at Monday.com, came on the Nuffsaid podcast this week to share how his team uses data in a highly sophisticated way to drive an effective Digitally-Led CS program. In this episode, Dan touches on everything from how to look beyond product usage data and into more useful trending data, wha…
…
continue reading
1
The 5 Stages of Digital Customer Success Maturity
26:52
26:52
Spill senere
Spill senere
Lister
Lik
Likt
26:52
In this episode, Marley Wagner, VP of Marketing & Digital Customer Success at ESG, shares her company’s sophisticated Digital Customer Success maturity framework. Marley walks us through each stage of Digital CS maturity and covers everything from what it takes to lay the right foundations to implementing advanced digital communication channels.…
…
continue reading
1
Tips for Launching a Digital CS Strategy, with Elisabeth Courland
25:15
25:15
Spill senere
Spill senere
Lister
Lik
Likt
25:15
For Elisabeth Courland, Digital CSM at Agorapulse, launching a Digitally-Led Customer Success program is about starting with a solid foundation of understanding the customer, then deploying automation. In this episode, Elisabeth shares a trove of tips that anyone tasked with crafting a digital CS strategy will be able to quickly implement.…
…
continue reading
1
The Future of Digital CS? Just Take a Look at Brian LaFaille’s Program
28:22
28:22
Spill senere
Spill senere
Lister
Lik
Likt
28:22
Eight years ago, Brian LaFaille stepped on as Looker’s first Customer Success hire. Since then he’s seen Looker through a $2.6B acquisition by Google and was a crucial member of a team that was tasked with servicing customers at a massive scale. In this episode, Brian walks us through the journey Looker took to learn how to effectively run a digita…
…
continue reading
1
For Gainsight’s Lane Holt, Digital CS Is a Strategy, Not a Segment
23:05
23:05
Spill senere
Spill senere
Lister
Lik
Likt
23:05
At the beginning of 2021, Lane Holt, Director of Client Outcomes at Gainsight, was a team of 1 and tasked with building out the company’s digitally-led CS model. Fast forward 12 months and you’ll see that she’s developed a mighty team of 8 to architect a hugely successful digital program. In this episode, Lane breaks down the roles and responsibili…
…
continue reading
1
Use High-Touch Strategies to Inform Your Digitally-Led Model
16:54
16:54
Spill senere
Spill senere
Lister
Lik
Likt
16:54
According to Dickey Singh (CEO & Cofounder of Cast.app), most Digital CS approaches including low- and tech-touch models today aren’t effective. That's why this week he shares how Customer Success teams can take a working high-touch model to inform their digitally-led CS practices.
…
continue reading
1
GitLab’s Jeff Beaumont on How CS Ops Drives Net Retention
30:52
30:52
Spill senere
Spill senere
Lister
Lik
Likt
30:52
GitLab’s Director of Customer Success Operations, Jeff Beaumont, breaks down how CS Ops can be key to increasing Net Retention.
…
continue reading
1
Why Customer Onboarding Should Never Really End
20:15
20:15
Spill senere
Spill senere
Lister
Lik
Likt
20:15
Head of Customer Experience at Arrows, Shareil Nariman, knows more about customer onboarding than just about anyone we’ve ever spoken with. In this episode, Shareil explains how to implement continuous onboarding at your company, use your high-touch experience to inform your low-touch onboarding, and measure your onboarding program’s success.…
…
continue reading
1
Signs Your CS Team Is Operating Like a Cost Center, Not a Profit Center
18:13
18:13
Spill senere
Spill senere
Lister
Lik
Likt
18:13
On today’s show, Beth Yehaskel, a Customer Success Architect at Winning by Design, preps us for end-of-year CFO budgeting and headcount conversations by sharing the difference between a CS org that’s run as a profit center versus a cost center.
…
continue reading
1
How to Break Into CS Ops With Gainsight’s Seth Wylie
30:45
30:45
Spill senere
Spill senere
Lister
Lik
Likt
30:45
In this episode, Seth Wylie, Director of CS Ops & Admin Community at Gainsight (who has one of the most thoughtful perspectives on CS Ops in the space) offers up some paths for breaking into CS Ops and the skillsets that are most useful in the role.
…
continue reading
During this episode, Zeina Marcotte describes how LinkedIn's CS Ops team is set up, why her team reports to the centralized global Ops function, and how this structure can actually be a benefit to the Customer Success team.
…
continue reading
1
Why CS Has the Best Opportunity to Hire, Retain, and Promote More Black Leaders
9:05
9:05
Spill senere
Spill senere
Lister
Lik
Likt
9:05
This week we break down the opportunity Customer Success has to take action to hire, retain, and promote more Black leaders.
…
continue reading
1
The Core Themes of Customer-Led Growth
23:52
23:52
Spill senere
Spill senere
Lister
Lik
Likt
23:52
Today on the ‘nuffsaid podcast we spoke with Dave Jackson, CEO of TheCustomer.Co about his new book, "Customer-Led Growth: A CEO’s Guide to Building a B2B SaaS Company".
…
continue reading
1
Scaling? Here’s How to Get Ahead of a Declining Customer Experience
16:09
16:09
Spill senere
Spill senere
Lister
Lik
Likt
16:09
The customer experience tends to decline as a company grows—but what can Customer Success teams do about it? In this episode, Natalie Fedie, VP of Customer Value at HighRadius, answers this question: she says too many teams look at customer health data too late. Natalie suggests analyzing customer health predictively with three specific steps.…
…
continue reading
1
Two Tactics to Level-Up Your VOC Program
19:25
19:25
Spill senere
Spill senere
Lister
Lik
Likt
19:25
“I’m not talking about fluffy quotes. You need to capture the literal voice of your customers.” Dana Alvarenga, VP of Customer Experience at SlapFive, offers two tactics to level-up your Voice of Customer Program.
…
continue reading
Markus Rentsch, CEO of Remark-able, joined us to define his philosophy on Customer-Value-Led Growth (CVLG).
…
continue reading
1
3 Great Things That Happen When CS Owns Sales Engineering
17:33
17:33
Spill senere
Spill senere
Lister
Lik
Likt
17:33
Customer Success leader, Daniel Rose, thinks Sales Engineering should live within CS; “Sales Engineering won’t allow deals to slip through because of a short-sighted approach.” In this episode, Daniel shares the main benefits of Customer Success owning Sales Engineering: more control over time to value, better use cases, and Net Retention Rate.…
…
continue reading
Chief Experience Officer, Craig Antonucci, came on the show to share how to justify a CX program with your CFO. He said “it’s simple”—the conversation should be led with data and focus on three areas: how the CX initiative will sell more, save money, and fit the company’s mission.
…
continue reading
1
Asana’s Kalina Bryant on Why a Culture of Connection and Empathy is Key to Successful Customer Advocacy in a Hybrid World
17:29
17:29
Spill senere
Spill senere
Lister
Lik
Likt
17:29
Kalina Bryant has a rich background in customer advocacy, engagement, and voice of customer programs. Now Asana’s Head of Global Customer Advocacy, Customer Experience, and Executive Programs (and Founder & Host of the UnapologeTECH podcast), Kalina spoke with us about how CS and Customer Advocacy should work together.…
…
continue reading
1
3 Tactics for Accelerating Your Career From Gainsight’s CCO
20:01
20:01
Spill senere
Spill senere
Lister
Lik
Likt
20:01
When you grow from CSM to CCO in 4 years, people will want to know how you did it. On the 'nuffsaid podcast, Kellie Capote recalls 3 distinct tactics that helped her scale at hyper-speed at Gainsight.
…
continue reading
1
How to Use Health Scores and Usage Data to Increase Customer Retention
23:09
23:09
Spill senere
Spill senere
Lister
Lik
Likt
23:09
In the last quarter of the year 2020, CSM Practice conducted a study to assess the validity of common industry assumptions about customer health scores. In this episode, Irit Eizips shares some surprising trends that came out of that research, along with advice on how to properly implement insights pulled from usage data. For low touch engagement m…
…
continue reading
1
How to Measure VOC at the Speed of Relevance
25:26
25:26
Spill senere
Spill senere
Lister
Lik
Likt
25:26
Salesforce’s VP of Customer & Market Insights, Karen Mangia, reveals the secrets every CS leader needs to know to encourage engagement, invite innovation, and remain relevant. Karen shares details about the metrics that matter, how to move from intention to action, and what success means to your customers right now. If you're willing to listen.…
…
continue reading
1
A Hiring Philosophy From Klue’s VP of CS
20:31
20:31
Spill senere
Spill senere
Lister
Lik
Likt
20:31
Adam Houghton, VP of Customer Success at Klue, dives into the sophisticated hiring process he's implemented across four different companies. It’s a four step model: 1) Hire proven anchors to serve on your leadership team, 2) build around those anchors with unproven high potential people that challenge the status quo, 3) provide a transparent career…
…
continue reading
Rumor has it “the CCO is the new COO.” Matt Zelen, UserTesting’s COO (formerly CCO), came on the show to explain what it takes to make that career transition.
…
continue reading
1
How CS Teams Can Help Support Orgs Be More Proactive
19:47
19:47
Spill senere
Spill senere
Lister
Lik
Likt
19:47
Nick Chang, Global Head of Customer Success at HPE GreenLake, joined us on the ‘nuffsaid podcast to discuss the separation of responsibilities between Customer Success and Support within enterprise organizations. In this episode, Nick argues against the long-standing belief that Support teams should only be reactive and shares his take on why the f…
…
continue reading
1
How Salesforce Monetizes Customer Success
12:45
12:45
Spill senere
Spill senere
Lister
Lik
Likt
12:45
Salesforce’s Brett Matthews breaks down how they monetize CS (hint: it’s not “monetizing CSMs”). They have tiers of offerings that include higher levels of support, services, and, interestingly, access to subject matter experts under their “expert coaching” program. Everything’s tailored around helping customers be more successful. It’s an excellen…
…
continue reading
1
The New School System of Customer Segmentation
17:19
17:19
Spill senere
Spill senere
Lister
Lik
Likt
17:19
David Kocher, VP of Customer Success at Medidata Solutions, shares the segmentation and coverage models he developed so his team can focus on the right customers in the right way. His formula helps prioritize customers using two matrices: ARR mapped against health score and adoption vs. maturity.
…
continue reading
1
Defining the Ideal Customer Profile: The CS Leader’s Guide
20:31
20:31
Spill senere
Spill senere
Lister
Lik
Likt
20:31
Rupal Nishar, AVP of Customer Success at Netomi, shares how Customer Success should work cross-functionally to influence the Ideal Customer Profile (ICP) and how doing so ensures long-term customer engagement and company growth.
…
continue reading
1
How Outreach Reduces TTV With Customer Education
19:31
19:31
Spill senere
Spill senere
Lister
Lik
Likt
19:31
Dave Derington, Customer Education leader at Outreach, gives us an inside look at how Outreach’s Customer Education program works.
…
continue reading
1
How We Drive Advocacy Through Customer Marketing
17:53
17:53
Spill senere
Spill senere
Lister
Lik
Likt
17:53
Niclas Ramon Staberg, CCO at Hive Streaming, joined the ‘nuffsaid podcast to make the case for having Customer Marketing live within the broader Customer team. He also offers an idea: try sharing customer stories internally to foster a customer-centric culture.
…
continue reading
1
Step 1 of Growing Your Executive Influence
8:16
8:16
Spill senere
Spill senere
Lister
Lik
Likt
8:16
Jeff Heckler, Global Head of Customer Success at Pipedrive, breaks down the actions CS leaders can take to increase their prominence on the executive team.
…
continue reading
1
Why CCOs of the Future May Have a Background in Product
6:43
6:43
Spill senere
Spill senere
Lister
Lik
Likt
6:43
In episode 2 of 2 with Stacie Ward, VP of Customer Success, Stacie shares a prediction: the best CCOs of the future will have backgrounds in Product and CS.
…
continue reading
1
Moving From a Career in Sales to CS? Listen to This VP’s Advice
4:53
4:53
Spill senere
Spill senere
Lister
Lik
Likt
4:53
Seven years ago, Stacie Ward made the switch from being a Sales manager to a VP of Customer Success. Today she joined ‘wellsaid to explain why she made this move and the specific skills she knows a Sales manager needs to successfully transition into a CS role.
…
continue reading
1
If Your Risk Assessment Doesn’t Look at Personas Within Accounts, It’s Not Accurate
6:24
6:24
Spill senere
Spill senere
Lister
Lik
Likt
6:24
In our final episode with Asaff Zamir, Asaff explains his approach to risk assessment by treating customer accounts as a subjective ecosystem. To do an accurate assessment of account health, he advocates for looking at each persona within an account and analyzing each person's perspective, experience, relationship strength, and personality.…
…
continue reading
1
6 Ingredients CSMs Need to Mix Into Every Customer Relationship
3:48
3:48
Spill senere
Spill senere
Lister
Lik
Likt
3:48
In episode 2 of 3 with Asaff Zamir, VP of Customer Success at Siemplify, Asaff shares how to coach CSMs on how to nurture positive emotional experiences with their customers using six key elements: personalization, integrity, (setting) expectations, empathy, time to value, and responsibility.
…
continue reading
Asaff Zamir, VP of Customer Success at Siemplify, argues that being in Customer Success is much like being a customer psychologist—you have to describe, explain, predict, and change the behavior of others. He explains why it’s crucial for CSMs to “identify the needs of their customers and drive confidence and trust through transparency.”…
…
continue reading
1
Breaking Down the Risk Escalation Process
8:26
8:26
Spill senere
Spill senere
Lister
Lik
Likt
8:26
Tanya Strauss, Director of Customer Success Strategy and Operations at ServiceNow, breaks down best practices in preventing risks via a streamlined escalation process. She advocates for defining categories of risk, documenting tribal knowledge about historical escalations, and building a team whose sole focus is on helping CSMs with fire prevention…
…
continue reading
1
“Treat Onboarding Like a Product” and Other Advice for Working with High Volume/SMB Customers
9:27
9:27
Spill senere
Spill senere
Lister
Lik
Likt
9:27
Lauren Humphrey, former VP of Customer Success and Payments GTM and current advisor at brightwheel dives into lessons learned from working with a high volume of SMB customers. Her tips include making every touchpoint count, thinking of onboarding as a product, delivering high quality experiences through specialization, and investing in systems earl…
…
continue reading
1
Debate Part 2: Does Assigning Ownership Create Division?
9:36
9:36
Spill senere
Spill senere
Lister
Lik
Likt
9:36
Here’s part 2 of our debate with Dave Jackson, CCO at DeepCrawl and CEO of TheCustomer.Co, on the pros and cons of assigning “ownership” within companies. Chris and Dave cover: how CEOs can be thoughtful about breaking down silos, the viability of company-wide commission plans, and more.Av 'nuffsaid
…
continue reading
1
Debate Part 1: Is “Ownership” a Last-Century Concept?
7:41
7:41
Spill senere
Spill senere
Lister
Lik
Likt
7:41
This is part 1 of our discussion with Dave Jackson, CCO at DeepCrawl and CEO of TheCustomer.Co, on the topic of “ownership.” Dave explains why he thinks ownership is “built on the bankrupt idea of hierarchy” and Chris makes the case that every decision must have one owner.Av 'nuffsaid
…
continue reading
1
How VMware Sets Up Listening Posts for Customer Sentiment
6:33
6:33
Spill senere
Spill senere
Lister
Lik
Likt
6:33
In episode 2 of 2 with Keri Keeling, the Global Head of Customer Success Innovation & Intelligence at VMware, Keri digs into her latest project—creating “listening posts” to collect and measure customer sentiment across the user journey.Av 'nuffsaid
…
continue reading