This is Growth!

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!

Two seasoned experts, Nik and Brian, discuss revolutionizing EBR presentations through automation. They delve into Matik's one-click wonder tool and Workato's tailored solutions. Topics include streamlining processes, automating resources, using data connectors, and enhancing customer engagement with AI automation.

What does Customer Success look like in a company that uses a product-led growth strategy? So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle. Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led. He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons that he is sharing with us, so we don’t have to make the same mistakes as we scale Whether your business is exploring a digital segment or considering going full PLG, this podcast will give you some insights on how some of the best in the industry are doing it! Music: Workday by Scott Dugdale

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale. That's why it's important for us to talk about these challenges openly! In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success. Is scaled Customer Success right for your business? What's the right time to start scaling your CS team? What is the optimal sequence of events to go from 100% human touch to scaled CS? If you are curious about the secret steps to transform your CS approach from 100% human-powered to turbocharged scalability, this episode is for you! Get ready to ignite your CS strategy and amplify your business impact! 🔥 Music: Workday by Scott Dugdale

Mickey Powell, a visionary in customer success and founder of UpdateAI, dives into the transformative power of generative AI in customer interactions. He explains how tools like ChatGPT can personalize responses, making communication more effective. Mickey shares insights on automating administrative tasks to boost productivity and the importance of transferable skills for career growth. He also addresses the integration of AI into workflows, highlighting the necessity for human oversight to maintain trust and ensure quality in customer relationships.

The lines between Marketing and Customer Success blur when we start scaling the CS team. Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy. To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community. In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights. Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization. Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape. Tune in now and unlock the secrets to scalable growth and exceptional customer experiences! Music: Workday by Scott Dugdale