Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.

Timestamps

0:00 - Preview, BS, & Meet Seth Terbeek

4:05 - Effectiveness of phone calls and texting in a business setting

7:06 - What is Customer Transformation?

11:40 - Creating a customer transformation department to increase renewal dollars

16:40 - Sharing customer information cross-functionally and centralizing information

20:44 - the need for focusing on managing accounts and addressing friction separately

26:46 - Finding the right customer experience balance

30:00 - Customer Transformation Goals 2024

32:36 - Change management and training for using Plan Hat effectively

34:10 - Plan Hat coffee and its Swedish origins

36:46 - Failing forward, creating safe spaces, and customer-centric thinking

41:30 - Recognizing areas for improvement, & customer journey map

47:06 - CS Meetup, London

48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop

50:30 - Closing

___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠

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______________________ 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.

The Future Leader