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Unchurned - The No. 1 podcast for Customer Success

Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)

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.
32:10
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Episode guests

Rachel Orston

Podcast summary created with Snipd AI

Quick takeaways

  • Rachel Orston emphasizes the importance of aligning customer success with sales through performance-based incentives to enhance collaboration and drive revenue.
  • The implementation of tools like Salesforce and a structured 'drive team' model at Instructure fosters improved communication and strategic alignment for better customer engagement.

Deep dives

The Role of a Chief Customer Officer

The Chief Customer Officer (CCO) plays a crucial role in ensuring strong connections between the company and its customers. Staying close to end users and understanding their needs is vital for informing decision-making across the organization. Engaging with customers through various means, such as annual reviews and advisory boards, helps build relationships and understand their challenges. This approach not only aids in crafting solutions that resonate but also empowers the CCO to advocate for customers within the firm.

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