Episode #105 Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures)
Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry.
Episode #104 How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai)
Brent Grimes, Founder and CEO at Reef.ai joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work.
Episode #103 Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)
Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers.
Episode #102 Dating, CS & Banter ft. Ben Winn (FirstMark)
Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more.
Episode #101 Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast)
Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more.
Episode #100 Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk
Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate.
Episode #99 Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER)
Customer success roles fall short of true value creation.
The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability.
It’s time to rethink and reinvent the essence of customer success.
Episode #98 Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft)
Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, Principal CSM at User Testing, and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success.
Episode #97 Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory)
Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes.
Episode #95 CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Sucess Venture Partners)
John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements.
Episode #94 How to Gain Control of Your Customers and Win Trust ft. Damien Howley
Josh Schachter sits down with Damien Howley, author of “Control Your Customer: A Guidebook for Customer Success Managers”. Damien explains the concept of “controlling your customer”, the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer’s gain from a product.
Episode #93 Industry Realities and Frontline Insights on Pulse 2024 from Gainsight’s Nick Mehta
Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:
Episode #92 Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona)
Emily Lockhart, VP of Customer Success at Percona, joins the hosts Kristi Faltorusso, & Josh Schachter. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance.
Episode #91 Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst)
Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson on this episode of the CS & BS. Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.
Episode #90 Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki
From navigating the complexities of executive engagement during customer onboarding to the evolving industry perspective on engaging with executives, this episode provides a deep dive into the critical aspects of customer success. Join us as we explore the importance of domain expertise, leadership’s role in fostering an authentic workplace, and the significance of understanding a company’s culture and core values
Episode #89 Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter.
Episode #88 Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot)
Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company’s business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.
Episode #86 Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)
Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to explore the challenges and strategies in articulating and delivering value to customers.
Episode #85 Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)
Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills.
Episode #84 Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.