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.