Mastering Customer Relationships and Peanut Butter Cups ft. Reanna Dempsey (Unanet)

#updateai #customersuccess #saas #business

Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships.

Timestamps

0:00 - Preview, BS & Intros

8:53 - Stepping in to level up CS initiatives

12:29 - Customer feedback & internal data

15:40 - Service Levels for different customers

18:40 - Ongoing process of cultivating successful business partnerships

22:20 - Difficulties CSMs face in getting CEO attention

25:20 - Strategies to get the executive buy-in to facilitate customer interactions

28:10 - Importance of multithreading approach

29:00 - Setting realistic expectations for executive relationship-building

31:27 - Communicating the importance of tracking & maintaining data

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest Reanna Dempsey : https://www.linkedin.com/in/reanna-dempsey-9402076/

👉 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/

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Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Unanet, CRM solutions for project-based businesses, Customer success strategies, Team growth in customer success, Transforming customer success roles, Stakeholder engagement ratings, Quarterly and annual executive engagements, Data accessibility challenges, Product certification gaps, Customer feedback in product offerings, Customer Success Managers (CSMs), Executive buy-in, client touchpoints.

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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.