This is Growth!

The podcast uncovers why scaled Customer Success often falls short. It reveals a surprising retention gap of 5 to 10 percentage points between high-touch and low-touch approaches. Ineffective clustering and reliance on the wrong data diminish impact and communication. A staggering 56% of companies don't track customer goals, undermining proactive outreach. To succeed in scaling, companies need to know customer goals, monitor progress, and employ AI for personalized messaging. The discussion offers a clear path to improving retention while scaling.

The host shares a transformative journey from trying to change others to focusing on self-improvement. A thought-provoking question from a coach prompts a shift in perspective, leading to practical changes in communication and collaboration. By emphasizing what you can control, listeners are encouraged to initiate growth within themselves, ultimately triggering positive outcomes in their environment. The belief that personal change precedes better results resonates throughout the discussion.

Customers now turn to AI for answers, making it crucial for businesses to adapt. The shift towards AI-driven search will outpace traditional organic search by 2028. If content isn't optimized for AI, it risks becoming misleading, frustrating users in the process. Discover the concept of AI Engine Optimization (AEO), essential for all teams, not just marketing. Learn three critical steps to ensure your content is discoverable, comprehensible, and reliable for AI. Embrace the future of customer education with AI at the forefront.

The debate around AI replacing Customer Success gets a fresh perspective. It’s revealed that AI can actually enhance the value CS teams provide. Complex products need human guidance for proper adoption, showing that hand-holding is essential. As pricing ties to usage, Customer Success emerges as the keystone of revenue. Ultimately, AI isn't a threat but a tool that empowers CS to evolve into a strategic role, driving more significant value for customers.

Discover the crucial difference between measuring impact and tracking execution in customer success. Learn how top teams connect their work to key outcomes like retention and customer value. Dive into the importance of activity metrics when they're tied to real results. Explore how AI can enhance your measurement of activity quality, unlocking valuable coaching insights. Gain insights on balancing scientific tracking with effective communication to showcase your team's value. Elevate your customer success strategy for improved outcomes!

Boosting customer retention can significantly impact profits, making it a vital focus for growth. Crafting personalized customer success plans enhances engagement and retention. Tailored onboarding experiences also play a crucial role in making customers feel valued. Additionally, offering value-add upsells not only serves current needs but encourages deeper usage. Mastering these tactics is essential for anyone looking to strengthen their customer relationships.

Pushing Customer Success Managers to sell may seem like a growth strategy, but it often leads to customer churn. Early successes can disguise underlying issues, only for neglected customers to reassess their value later. The key lies in delivering exceptional value first, sequencing growth efforts, and measuring customer success. By focusing on value rather than just revenue, businesses can create a healthier path for expansion. Proper metrics can help identify when customer engagement drops, allowing proactive adjustments.

In this engaging conversation, Natalia Piaggio, a Customer Success leader with 15 years in SaaS and enterprise transformation, shares her secrets to turning 'value realization' into a strategic advantage. She emphasizes the importance of aligning Sales and Customer Success to ensure customers receive true ROI. Natalia introduces frameworks like GROW and SOUL, illustrating how best to communicate customer value. Listeners will also learn how insightful customer stories can drive measurable business outcomes, transforming adoption into real customer impact.

Jon Dick, SVP of Customer Success at HubSpot, shares his insights on effectively aligning customer success and product teams to drive impact. He discusses how unexpected complexities in customer success require innovative strategies and emphasizes the role of AI in enhancing value delivery. Jon also highlights the importance of segmenting customer experiences and fostering collaboration between teams. With strong opinions on balancing human touch with AI, he provides actionable insights for navigating growth in dynamic environments.

Discover how AI reshapes the way companies gather and utilize customer feedback. Dive into the transformative power of Twine as it connects insights with product development teams. Learn about the crucial role of positive feedback in motivating teams and enhancing responsiveness to customer needs. Explore the importance of building trust through effective feedback loops and how personalized communication can significantly improve customer experiences. This engaging discussion sheds light on fostering a customer-centric culture for lasting success.