Episode 194: Donna Weber likens SaaS companies to orchestras, and shares one simple piece of advice.
⏱️ Timestamps:
00:00:00 - Intro
00:01:19 - Customer success starts with strategy
00:01:46 - Breaking down business silos
00:02:56 - Legato vs. staccato: rhythm in success
00:05:22 - Who owns the customer journey?
00:07:17 - A firsthand look at silo struggles
00:09:34 - Don't let customers feel your org chart
00:10:13 - AI: the future of customer success?
00:10:32 - Wrapping up
Credit where credit's due - Rob first heard the phrase "don't let the customer feel your org chart" from Michael Maday: https://www.linkedin.com/in/michael-maday/
📺 Lifetime Value: Your Destination for GTM content
Website: https://www.lifetimevaluemedia.com
🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with Donna Weber:
Donna's LinkedIn: www.linkedin.com/in/donnaweb
Mentioned in this episode: