[Un]Churned – The No. 1 Podcast for Customer Retention 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.
Timestamps
0:00 - Preview
0:58 - BS & Intros
3:30 - How does a CCO work with customers?
4:40 - Where is Kate Middleton?
7:00 - Making the customer a success
9:00 - Articulating the value of the product to customers
13:50 - Planning customer success, measuring and assessing data
16:45 - Collecting customer data to create solid foundations
18:35 - How to use AI for customer insights & recommendations
23:15 - Best conversations for customers' success & technical success
25:40 - How to build a scalable customer success process for small businesses?
30:15 - CS This or That
32:14 - CSMs spent 33% of their time on preparing and follow-ups
36:05 - How can CSMs track and enforce product adoption?
39:50 - The future of CS
44:25 - Closing
___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Elisabeth Zornes: https://www.linkedin.com/in/elisabethzornes/
👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
- Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
- How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
- CS [Un]churned: Do We Really Need QBRs With Every Customer?
- Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.
______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.