This is Growth!

Elias Torres, co-founder of Drift and now leading Agency, shares his insights on AI's transformative role in customer success. He cuts through the hype by discussing real-world applications that genuinely enhance customer experiences. The conversation explores the evolving responsibilities of customer success professionals in an AI-driven landscape and highlights the need for personalized interactions. With a focus on navigating challenges and fostering trust, Elias offers a roadmap for leveraging AI to build stronger customer relationships.

Kris Rudeegraap, the founder and CEO of Sendoso, discusses the essential role of strategic gifting in business growth. He highlights how thoughtful gifts enhance customer relationships and engagement, particularly during the festive season. Kris shares insights on leveraging gifting as a communication tool, showcasing its ability to double win rates and speed up deal closures. Listeners learn practical examples and strategies for integrating gifts into their marketing efforts, making gifting not just an option, but a necessity for success.

Discover the secrets behind building high-performing teams that drive substantial revenue growth. Leaders share insights on transforming customer success into a revenue powerhouse through human-first strategies. Learn about the pivotal role of customer success managers in fostering long-lasting client relationships. The discussion emphasizes the importance of aligning teams and utilizing storytelling to enhance customer experiences. Dive into strategies that combine business acumen with effective leadership to boost retention and drive measurable results.

Kirsten DiChiappari, VP of Customer Success at VCom Solutions, shares her inspiring journey from HR to customer success leadership. She discusses how CRM and AI tools can enhance engagement with low-touch customers while maintaining quality. Kirsten emphasizes the importance of data-driven strategies for improving retention rates. She also highlights the need for continuous learning and innovative customer segmentation methods. Tune in for insights on optimizing customer success operations and transforming client relationships!

In this discussion, Shachar Avrahami, VP of Product & Strategy at EverAfter, shares insights on curating content for improved customer success. He addresses the pitfalls of information overload and the evolution of customer roles towards automation. Shachar emphasizes the significance of a giving mindset in SaaS networking and the need for clear metrics to enhance engagement. He also highlights the importance of thoughtful design and hyper-personalization in creating seamless user experiences, ultimately aiming to empower customers and improve outcomes.

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!