This is Growth!

Join Paul Weston, GM of Service Hub at HubSpot, who leads innovation in customer success solutions. He sheds light on the powerful new Customer Success Workspace and Health Score features that can significantly enhance customer retention. The discussion covers the importance of unified data, team collaboration, and personalized interactions in B2B environments. Paul reveals how integrating product usage data can improve customer insights, making it essential listening for anyone in customer success or SaaS.

CEO Elad Donsky discusses how Mayple boosts customer retention for small businesses. They debunk retention myths, highlight Mayple's high-touch strategy, and share Mailchimp's 95% churn reduction success story.

In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM. Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role! Tune in to gain actionable tips and strategies that will elevate your customer success game and help you create an incredible career.

In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team. Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse. Here’s what we’ll cover: • What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall business success to better communicate to leadership and cross-functional partners. • How to Finish the Swing in Customer Success by Generating Revenue: Learn actionable strategies to transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable. The expert interview of the week is Kelly Capote, the Chief Customer Officer at Gainsight. Kelly shares her insights on the gold mine that is your customer base, discussing how to leverage customer insights and collaborate with other teams to seize this revenue-generating opportunity. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you drive meaningful results.!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers. Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers. Here’s what we’ll cover: What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively. Who You Should Be Communicating Value To: Identify the key stakeholders and decision-makers in your customer’s organization to ensure your message reaches the right audience. At What Points in the Journey You Should Be Communicating Value: Learn the critical touchpoints throughout the customer lifecycle where value communication can have the most impact. How You Can Scale Value Communication: Discover strategies to efficiently and consistently communicate value across your entire customer base. The expert interview of the week is with Jay Nathan, the Chief Customer Officer of Churnkey. Jay shares his expert insights on addressing some of the burning questions surrounding value communication, ensuring your message resonates with your customers. Tune in to gain actionable tips and strategies that will elevate your customer success efforts and help you communicate the meaningful results you're driving. Don’t miss this episode to master the art of value communication in customer success!

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base. Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities. Here’s what we’ll cover: • Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the assessment of customer risk and growth potential. • The Challenge for CSMs: Discover why expecting Customer Success Managers (CSMs) to manually monitor and forecast customer behavior is unrealistic and inefficient. • Integrating Predictive Models: Learn how the best predictive models are embedded directly into the CSMs’ workspace, enabling timely and effective action. • Automating Interventions: Explore how automation can streamline the next steps, with not all interventions requiring human involvement, thus increasing efficiency and effectiveness. The expert interview of the week is Easton Taylor, he is the SVP of Customer Success at Gainsight. Tune in to gain insights on leveraging modern technologies and models to proactively manage customer success. Don’t miss this episode to enhance your ability to predict and respond to customer needs effectively! Resources: Build An Alert System To Shift From Reactive To Proactive With Little To No Investment

Discover how to craft customer journeys as value maps for success. Explore a streamlined seven-step journey that delivers consistent, measurable value. Avoid common pitfalls in customer journey design and learn the importance of tailored onboarding processes to meet specific customer goals. Adapt your approach to the digital landscape while utilizing AI and data for personalized support. Emphasize collaborative planning and cohesive support strategies to enhance overall customer experience and satisfaction!

David Jackson, a customer success veteran and author of 'Customer Led Growth,' joins to discuss the essentials of customer value measurement. He explains why traditional metrics fall short and illustrates how to adopt a more customer-centric approach. The conversation delves into aligning success measures with customer motivations, employing the Jobs to be Done framework, and integrating these insights into organizational KPIs. Insights on collaboration across departments and the importance of understanding customer behavior are also highlighted for fostering better retention and satisfaction.

Build a Scalable, Proactive, and Revenue-Generating Team. Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team. In this series, we’ll explore five key topics with industry experts: 1. Defining and Measuring Customer Value: Learn how to achieve measurable outcomes in your business. 2. Delivering Measurable Value to Customers: Discover how to ensure customers retain and grow by realizing value. 3. Proactively Monitoring Risk and Growth Signs: Understand how to manage risk and identify growth opportunities. 4. Communicating Value to Customers: Master the art of communicating value to all your customers. 5. Capturing Value Back through Retention and Growth: Build strategies for retention and growth to create a second engine of business growth. By the end of this series, you’ll have the tools to implement customer-led growth in your business. Tune in every Tuesday for a new episode. Don’t miss out!

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results. We dive deep into the intersection of product and CS to help you: 🚀 Learn how product roadmaps work 🚀 Better champion your customers with Product Managers 🚀 Handle tough conversations on unmet feature requests 🚀 Get advice on transitioning from CS to Product roles. Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at Cascade. These Aussie trailblazers are the brains behind Women of Customer Success, a thriving community with over 9,000 members! Get your headphones on, and gear up for a knowledge-packed episode!