This book delves into the Japanese concept of ikigai, which translates to 'the reason for living' or 'the happiness of always being busy.' The authors, Héctor García and Francesc Miralles, travel to Okinawa to uncover the secrets behind the longevity and happiness of its residents. Drawing from psychology, spirituality, and philosophy, including concepts like Viktor Frankl’s logotherapy and Mihaly Csikszentmihalyi’s 'flow,' the book provides practical tips and insights on how to find purpose and meaning in life. It emphasizes the importance of staying active, nurturing friendships, living in the moment, and pursuing passions to achieve a long and happy life.
This book, written by former FBI hostage negotiator Chris Voss and co-author Tahl Raz, provides a masterclass in influencing others through negotiation. It distills the Voss method, revealing skills such as establishing rapport, creating trust with tactical empathy, and transforming conflict into collaboration. The book is filled with real-life examples from Voss's career, illustrating how these techniques can be applied in both professional and personal life to achieve goals and defuse potential crises.
Atomic Habits by James Clear provides a practical and scientifically-backed guide to forming good habits and breaking bad ones. The book introduces the Four Laws of Behavior Change: make it obvious, make it attractive, make it easy, and make it satisfying. It also emphasizes the importance of small, incremental changes (atomic habits) that compound over time to produce significant results. Clear discusses techniques such as habit stacking, optimizing the environment to support desired habits, and focusing on continuous improvement rather than goal fixation. The book is filled with actionable strategies, real-life examples, and stories from various fields, making it a valuable resource for anyone seeking to improve their habits and achieve personal growth[2][4][5].
Summary
Diego shares his customer success journey, including his experiences in different industries and the lessons he learned along the way. He emphasizes the importance of account planning, success planning, building relationships, and researching as key priorities for a CSM. Diego also discusses the collaboration between CSMs and sales reps, highlighting the need for alignment and speaking the same language. He shares his personal habits, such as practicing Japanese and reading, and provides insights into effective time management and delegation. Diego concludes by recommending Jim Smits as the next guest for the podcast.
Keywords
customer success, journey, account planning, success planning, building relationships, researching, collaboration, sales, habits, time management, delegation
Takeaways
Account planning and success planning are crucial for prioritizing and managing customer relationships as a CSM.
Building strong relationships, both internally and externally, is essential for success in customer success management.
Researching and staying curious are key skills for CSMs to stay informed and provide value to customers.
Effective time management, delegation, and speaking the same language as sales reps are important for collaboration and achieving goals.
Personal habits, such as practicing a language and reading, can contribute to personal and professional growth as a CSM.
Chapters
00:00 Introduction and Guest Introduction
01:14 Guest's Customer Success Experience
04:41 Identifying a Bad Fit in a Role
06:56 Prioritizing as a Customer Success Manager
07:56 Using Pareto's Principle for Prioritization
08:49 Account Planning and Success Planning
10:09 Building Relationships with Customers and Internal Stakeholders
11:03 The Importance of Research in Customer Success
16:15 Key Skills for Customer Success Managers
24:13 Collaboration between CSMs and Sales
28:04 Personal and Professional Habits
33:37 Learning from Failure
36:46 Recommendation for Next Guest
37:59 Conclusion and Resource Recommendation
39:29 Podcast Video Intro YT.mp4
Diego's LinkedIn: https://www.linkedin.com/in/dtjenatak/
Prash's LinkedIn: https://www.linkedin.com/in/prashanthjothi/