Unchurned - The No. 1 podcast for Customer Success Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)
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Nov 20, 2024 Rachel Orston, Chief Customer Officer at Instructure, shares her insights on the intersection of customer success and revenue goals. She discusses the challenges of implementing a variable compensation model and emphasizes the importance of cultivating collaboration across teams. Rachel also highlights the significance of engaging educational institutions effectively, sharing strategies for enhancing user adoption of their platform. Listeners will appreciate her perspective on fostering genuine connections with customers beyond immediate crises.
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Matchmaking Intervention
- Josh Schachter's friend used admin access at eHarmony to check a match's status.
- This intervention led to their marriage and three kids.
CoThrive Founding
- Rachel Orston co-founded CoThrive, which focused on work coordination via email.
- They secured clients like EMC and Microsoft, focusing on early future-of-work solutions.
Diverse Customer Base
- Instructure's customer segments are diverse, ranging from large public institutions to small schools and professional learning organizations.
- They sell to various buying centers, including registrars, provosts, superintendents, and state-level officials.