[Un]Churned – The No. 1 Podcast for Customer Retention Finding Balance in Customer Success: Navigating Paradoxes to Build Long-Term Relationships ft. Wendy Smith (Author)
Tensions are neither good nor bad. It's how we deal with them.
Building trusting relationships lies at the heart of customer success, and Dr. Wendy Smith, Author of Both/And Thinking reveals how you can navigate through the tension between building strong relationships with customers and selling/renewing their business.
Using the framework of making micro shifts back and forth with intentionality, Dr. Smith explores possible solutions to this dilemma and emphasizes the importance of training and enabling individuals to handle the complexity of both approaches.
Wendy also emphasizes the importance of "both-and" thinking and how it can be applied in the context of customer success.
Josh and Wendy discuss
- Tensions aren't good or bad. It's how.
- Shift from either-or to both-and approach.
- Teams can cause conflict or inspire creativity.
- "Both and" requires creativity and boundaries.
- Long-term thinking can improve relationships and profits.
- Balancing roles, train to simplify complexity.
" We have fewer people but larger expectations of what we need to get done. How can we rethink how we resource people and their time and their experiences to be more efficient, more engaging, or more effective in the kind of work they're doing? - Wendy Smith
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