[Un]Churned – The No. 1 Podcast for Customer Retention Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business
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Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Michael Forney - https://www.linkedin.com/in/michael-forney/ Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
- Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
- How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
- CS [Un]churned: Do We Really Need QBRs With Every Customer?
- Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.
______________________ 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.