The Daily Standup The value equation | Ep. 236
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May 2, 2025 Explore the fascinating world of systems thinking and its role in customer success. Discover the dynamics between price and perceived value, and why discounts don't always solve deeper issues. The hosts dive into the art of customer objections, revealing the power of empathy in upselling. Plus, learn how AI can tailor solutions to enhance retention strategies and delve into the effective 'five whys' technique for uncovering root causes. This engaging discussion highlights the intricate connection between psychology and systems-based approaches.
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Essence of Systems Thinking
- Systems thinking solves problems by understanding the relationships and the full system rather than isolated parts.
- It can help fix recurring issues efficiently by addressing root causes instead of symptoms.
Escalation From Wrong Communication
- JP Frost handled an upset customer who escalated issues due to wrong communication with technical personas.
- The problem recurred a year later due to solving the symptom not the systemic communication gap.
Upsell Through Systems Thinking
- A consultant upsold an angry customer by understanding their goals and uncovering hidden opportunities.
- He turned dissatisfaction into an upsell by seeing the whole system, not just the complaint.