Psychology of Customer Success From Junk Drawer to Revenue Engine: How Psychology Transforms CS Teams
Tired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve?
Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.
BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:
- Why customer decisions are driven by cognitive biases (not logic) and how to leverage this for better outcomes
- The difference between being "strategic" and having a clear team charter that executives actually understand
- How to translate CS work into executive language that gets you a seat at the leadership table
- The forecasting approach that proves CS is a revenue function, not just a "happiness department.
- Why CS teams need different personas and the 5 key types every CS leader should recognize
- The research methodology mindset that helps you test assumptions and avoid infinite loops
- How to stop being the company junk drawer by establishing clear boundaries and focus
- Why asking customers directly often beats complex health score algorithms
Stop letting your team be everyone's dumping ground and start getting the executive respect you've been fighting for.
๐ฌ This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
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