Return On Intelligence Podcast’s Post

CSM who doesn’t own revenue: “I don’t do contracts so I don’t really need to know how to negotiate.” WRONG. Negotiation is NOT only about 💰. Integrative negotiation is a critical skill CSMs must develop and it’s all about finding mutually beneficial resolutions when the relationship gets “stuck” in different moments of the customer journey. Yes, sometimes those moments are about money, but they can also be conflicts or technical challenges. In other words, CSMs should be chasing a win-win, all the time. 🤝 Great chatting with Rich Fernandez on Absorb Software ‘s Return On Intelligence Podcast about customer success, proactive engagement, customer learning and core people skills that CSMs should invest in to help grow their careers and make their customers successful. Have a listen! 🎧 https://absorbl.ms/4deCWra #ChurnZero #Absorb #ReturnOnIntelligence #CustomerSuccess #CSM #LMS #Negotiation #CSMskills

Do you measure customer success? Are you sure you aren't measuring your own success instead? We all measure revenue, churn, and NPS and often paint them as customer measures but these all measure our success. Said differently, our customers don't care about our revenue, churn, or NPS. So how should we measure the success of our customers? In this TECHtonics Podcast episode, I chat with Thomas Lah, Executive Director at TSIA, and Stephen Fulkerson, VP of Customer Success Research at TSIA, to explore the latest thinking on measuring customer success, including the role of telemetry and surveys, to help us all delivery our best for customers.

EPISODE 3 of 'Scale Tale: The Customer Success Podcast' is now LIVE 🔴 Our host Mausmi Ambastha welcomes a very special guest Jarvis Harris (Chief Customer Officer at ScholarPath) who shares 5 key steps for early-stage start-ups to prioritize customer success when budgets, resources, and time are limited ⚠️ Mausmi and Jarvis discuss: ✅ Establishing a charter and defining an ideal customer profile 👩💼 ✅ Creating repeatable processes to drive value for customers ⚙️ ✅ Successful onboarding equals retention and partnership 🤝 ✅ Persona mapping to drive adoption and scalability 📈 ✅ Significance of involving sales to drive first value 💪 Watch the full podcast here 👉 https://lnkd.in/dp8DXTGa #ScaleTale #Podcast #CustomerSuccess #CustomerJourney

A good customer success strategy with sufficient resources also needs agile talent that can listen carefully to and understand a customer’s needs, then serve as a trusted consultant that can solve their problems and create incremental value through their products. Discover how symplr laid the foundations in customer success to create upsell and cross-sell opportunities in the American healthcare industry, driving sustainable growth. Read the blog: https://hubs.li/Q02llj8s0 #sbi #gtm #gtmvaluecreation #growth #podcast #symplr

CUSTOMER SUCCESS PLANNING FOR 2024 🗓️ 🎙On this month's episode of The Customer Success Channel Podcast, I chatted with Sue Nabeth Moore (Success Chain) about what has happened with CS in the last few years and what is expected to come in 2024! Gone are the days when cash was cheap and budgets were endless. This year we had to move from growth at all costs to growth towards sustainability, which means Customer Success had to make a shift. But what does this mean for 2024? What should be the primary areas of focus for customer success in the coming year? Check out my chat with Sue to get her insights and ideas on what you should focus on 👇🏽 In this episode, we will dive into a few key questions ⬇️ ❓What do you think is the one thing that CS should focus on in 2024?  ❓What about being proactive as a CSM? How can a CSM move away from churn and focus on customer values and outcomes?  ❓ What are some of your learnings around walking the fine line between customer ROI and business growth? 🎧 Have a listen to the full podcast (link in the comments!)⤵️ Planhat #customersuccess #saas #podcast

How do you create a resilient brand? By focusing on the customer first. Great discussion from symplr CEO, BJ Schaknowski and President, Nicole Rogas at SBI, The Growth Advisory. #HealthcareOperations #CustomerSuccess #Growth

Are you still relying on inconsistent metrics and NPS for Customer Success? It's time for a change. Dive into our latest podcast episode where Jim Roth, VP of Customer Support at Salesforce, and Stephen Fulkerson, VP of Customer Success Research at TSIA, join Thomas Lah to explore the evolving landscape of Customer Success. 🔑 Discover how telemetry is revolutionizing the way we measure success. This episode is not just about the 'what,' but also the 'how' of Customer Success, offering insights that could reshape your strategies. 🔊 Listen now for a fresh perspective on defining and achieving success in your Customer Success organization. https://bit.ly/3uWB5W8  How will these insights transform your approach to Customer Success? #CustomerSuccess #Salesforce #TSIA #Podcast #TechInnovation 💡🎙️

Have you heard of Verifiable Outcomes in Customer Success? When I go for a run, I enjoy listening to #podcasts. This weekend, I had the pleasure of listening to the 100th episode of SaaSiest with Nick Mehta. My main takeaway from this podcast was the concept of "verifiable outcomes". Verifiable outcomes are crucial for measuring success in customer success. They represent positive outcomes that a customer has experienced while working with you, and that can be verified (e.g. the customer can confirm it when called out, or there is concrete proof in the numbers). Before every renewal, the customer success representative should have at least one verifiable outcome. If there aren't any, the renewal is at risk. In the case of #SaaS customers, they might buy a tool to solve complex problems that are hard to quantify, such as improving their sales culture or motivating their teams. So, how do you measure this? It can be challenging, but there are still plenty of verifiable outcomes that can be identified and used to showcase the value realization. This approach also helps to build trust and strengthen the relationship between the two parties.

Loved this podcast by Rachel Provan about the customer journey and how everyone sees it differently depending on where they sit. At Ivanti, Outcomes Matter Most is a core value. Features and benefits are nice, but if the product doesn't do what our customers purchased it to do, no one is successful. Customer Success=Business Success #RachelProvan #OutcomesMatterMost #CustomerSuccess

Irit Eizips and Olivier Fiaty-Amenouvor explore the secrets behind boosting product adoption through effective usage metrics, in the latest CSM Podcast interview. Olivier, a Senior Customer Success Manager at Camunda, shares insights from their journey to the CS Excellence Award. 🌟 Episode Highlights: - Strategies behind Camunda's success with usage metrics. - The impact of usage metrics on customer engagement and revenue. - Tips for simplifying data collection to improve satisfaction and efficiency. 🎙️ Dive into this episode for transformative customer success strategies. 🔗 Link in the comments below! #CSMPractice #CustomerSuccess #ProductAdoption #UsageMetrics #SaaSInnovation #Podcast