Episode #45 Is Customer Happiness Overrated? : The Truth About Value Delivery ft. Damien Howley (Nimbello)
In the world of business, the concept of customer happiness has long been regarded as the holy grail. Damien, CCO at Nimbello, argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers’ objectives.
Episode #58 Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben
Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team.
Episode #56 Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
Do you want to make a career switch and break into CS?
Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success.
Episode #57 Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)
Every decision goes through emotional processing.
How we feel about something at heart is way more important and impactful than what we think about something.
So we need to lead with the heart and rationalize with logic.
Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.
Episode #44 [Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight
Pulse 2023 is here! It’s getting harder to keep calm.
Make sure to tune in to this light-hearted, humor-filled conversation with Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and special guest Nick Mehta, CEO of Gainsight, as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick’s outfit for Pulse, plays the drinking game, and discuss
Episode #43 Discovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series)
“You’ll not sustain shareholder value unless you create greater value for your customers. (It’s time to) rethink and reconceptualize the organization as being into business at customer service.” – Bill George
Episode #42 CS [Un]churned – Breaking down Report #34 from CSInsider.co
Damien Howley, CCO, Nimbello joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell in this week’s CS Unchurned episode.
Episode #41 The Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze)
In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time.
Episode #39 Crafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick)
Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned
Episode #40 CS [Un]churned – Breaking down Report #33 from CSInsider.co
Welcome to the collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy.
Episode #38 CS [Un]churned – Breaking down Report #32 from CSInsider.co
Welcome to the collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy.
Episode #37 Customer-centric approach for a unified onboarding experience ft. Srikrishnan Ganesan (Rocketlane)
In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocket Lane, a customer onboarding platform. Shri discusses the origins of Rocketlane, including the community they built before launching the product – Preflight, and the birth of Rocketlane.
Episode#36 CS [Un]churned – Breaking down Report #31 from CSInsider.co
Welcome to the first collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market.
Episode #35 “Thank you…because” – Using Improv to Build Better Customer Relationships – ft. Kelly Leonard (The Second City)
In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the executive director of learning and applied improvisation at Second City in Chicago.
Episode #34 Maximizing Value: Insights into Cloudflare’s Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare)
This week’s episode is all about maximization.
As a CSM, how do you maximize your seat at the table?
Episode #33 3 Essential Tips for Leveraging Your Seat at the Table ft. Monica Trivedi (JLL Technologies)
This week’s episode is all about maximization.
As a CSM, how do you maximize your seat at the table?
Episode #32 Unpacking the Art of Customer Interaction ft. Rob Fitzpatrick (The Mom Test, Author)
This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it.
In fact, he literally wrote the book on it.
Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years.
Episode #31 The Pillars of Go-to-Market Success ft. Judd Borakove (GTM Partners)
It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window.
In fact, Judd Borkaove, the chief growth and community officer at GTM Partners, looks at it completely differently; Judd, on the latest episode of “Unchurned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the right foundation for a new company or reimagining how an older firm does business.
Episode #30 Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)
Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google.
Transcription Providers Comparison
At UpdateAI our mission is to help SaaS organizations create a shared understanding of their customers’ needs through existing customer conversations. At our inception we’re doing this by capturing important action items from our users’ meetings, so that no customer need/request slips through the cracks. The model that powers this core use case is our […]