Reframing Commercial CS Into Value Work

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In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the evolving role of customer success professionals in driving revenue without resorting to traditional sales tactics. She emphasizes the importance of recognizing opportunities, creating value, and leading with impact. Anika outlines common mistakes made by CS professionals, reframes the concept of revenue generation, and provides a three-part framework for effectively engaging with customers to uncover growth opportunities. The episode concludes with a challenge for listeners to practice proactive revenue thinking in their customer interactions.

Chapters:
00:00 Introduction to Commercial Customer Success
02:43 The Shift in Customer Success Expectations
05:34 Common Mistakes
08:43 Reframing Revenue Conversations
11:22 The Importance of Discovery
14:32 Connecting Value to Business Outcomes
17:18 Identifying Expansion Opportunities
20:23 Weekly Challenge
23:05 Conclusion


Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup

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