The Customer Success Pro Podcast

Signup for the RevUP Academy: https://www.thecustomersuccesspro.com/revupIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical metric of Time to Value (TTV) in customer success. She emphasizes the importance of quickly demonstrating value to customers to enhance retention and drive revenue growth. The episode covers common mistakes that customer success managers (CSMs) make that hinder TTV, such as generic onboarding processes and failing to define value with customers. Anika provides actionable strategies to reduce TTV, including defining measurable outcomes, collaborating with internal teams, and using success plans to track progress. The episode concludes with a call to action for listeners to implement these strategies and join the RevUp Academy for further development.Chapters00:00 Introduction to Time to Value in Customer Success02:04 Understanding Time to Value (TTV) and Its Importance05:53 Common Mistakes Sabotaging Time to Value09:43 Strategies to Reduce Time to Value13:56 Practical Examples and Final Tips20:07 Conclusion and Call to ActionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revup#customersuccesspro #podcast #customersuccessmanagerSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Kelley Turner, SVP of Global Customer Success at Vitally, is a powerhouse in building teams that drive authentic customer partnerships. In their conversation, she emphasizes the need for effective customer segmentation in enhancing value and retention. Kelley balances the roles of automation and personalization for optimum engagement while sharing her unique shift from finance to customer success. Curiosity, creative strategies, and the potential of AI in segmentation take center stage, underscoring their importance in measuring success and nurturing lasting client relationships.

Negotiation skills are critical for customer success managers, yet often overlooked. The discussion highlights common pitfalls like inadequate preparation and over-explaining. A four-step framework is introduced to empower CSMs, emphasizing preparation, clarity on value, and the strategic use of silence. By mastering these techniques, CSMs can significantly boost renewals and upsells, transforming their role into that of a confident negotiator and strategic partner.

Discover the evolving role of customer success in driving growth without the pressure of traditional sales. Embrace the expansion mindset by building trust and engaging meaningfully with customers. Learn to recognize key signals for upselling and navigate common pitfalls. Collaboration between customer success and sales teams is essential for unlocking new opportunities. Practical steps for fostering relationships and facilitating growth are shared, ensuring customer success professionals can add value while enhancing revenue.

Explore the transformative power of AI in customer success. Discover how it alleviates administrative burdens and enhances efficiency in daily tasks. Learn to avoid common mistakes when adopting AI, and see how it can revolutionize discovery calls and quarterly business reviews. Anika Zubair introduces practical applications for forecasting renewals and managing customer relationships. Plus, get insights into training AI as a revenue-generating co-pilot to elevate your success strategies.

Parul Bhandari, a Chicago-based Customer Success consultant, shares insights on building impactful retention programs. She emphasizes the necessity of aligning with customer goals and the role of early engagement in setting up successful strategies. Parul discusses her journey into fractional consulting and the trend's rise in the industry. The conversation also highlights the importance of adapting retention efforts as customer relationships evolve, with a focus on viewing challenges as opportunities for growth in customer success.

In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of building genuine human relationships with customers. She discusses the challenges faced by Customer Success Managers in managing multiple accounts and the need to shift from transactional interactions to strategic partnerships. Anika outlines common mistakes CSMs make, such as only reaching out when they need something and failing to personalize communication. She introduces principles for building strong relationships, including being relevant, consistent, and human. The episode concludes with actionable challenges for listeners to enhance their customer relationships.Get your FREE QBR Revenue Guide: https://thecustomersuccesspro.com/resourcesGet on the VIP Waitlist for RevUP Academy: https://www.thecustomersuccesspro.com/revupChapters:00:00 Building Lasting Customer Relationships02:15 Customer Management in CS05:34 Myths in Customer Success10:10 Principles of Strategic Relationships15:44 Consistency Over Intensity19:34 The Human Element in Customer Success22:18 Actionable TakeawaysConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn:  https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/

Discover how to transform customer success strategies from reactive to proactive. Learn to define success through the customer's eyes and map their journey effectively. Automation of touchpoints is discussed for boosting efficiency, while a risk and opportunity framework ensures ongoing engagement. Regular strategy reviews are emphasized for sustained improvement. Gain actionable insights to enhance your skills and drive exceptional customer outcomes!

Discover how storytelling transforms customer success and upsell strategies. The discussion highlights the human element in engaging narratives that resonate with clients. A structured storytelling method is introduced, focusing on customer challenges and future aspirations. Practicing these storytelling skills can significantly improve upselling techniques. Tune in for actionable insights that can elevate your customer connection and drive revenue!

In this episode, Anika Zubair discusses the vital collaboration between customer success and marketing with guest Ashna Patel. They explore how aligning these two functions can drive growth, retention, and upsells. Ashna shares her journey from customer success to marketing, emphasizing the importance of messaging and cross-functional teamwork in enhancing the customer experience. The conversation highlights the need for customer success professionals to leverage marketing resources and insights to better serve their customers and achieve organizational goals. In this conversation, the speakers discuss the critical alignment between marketing and customer success teams, emphasizing the importance of collaboration to enhance customer retention and product adoption. They explore how effective messaging and nurturing relationships can drive growth, and the role of AI in shaping the future of customer success. The discussion highlights practical strategies for cross-functional collaboration and the need for open communication to ensure that both teams work towards common goals.Signup to the VIP Waitlist for RevUP Academy: https://thecustomersuccesspro.com/revupTimestamps:00:00 Introduction 02:52 Ashna Patel's Transition from Customer Success to Marketing06:06 Understanding the Bow Tie Model in Customer Journey09:10 The Role of Marketing in Customer Success11:53 The Importance of Messaging in Customer Engagement15:02 Aligning Marketing and Customer Success Teams17:54 Leveraging Marketing for Customer Retention and Growth20:54 Building Cross-Functional Relationships for Success32:39 Team Alignment for Customer Success35:05 Marketing's Role in Customer Retention39:55 Nurturing Customer Relationships42:04 Effective Messaging Strategies48:15 Cross-Functional Collaboration for Success55:30 Conclusion and Key TakeawaysConnect with Anika:LinkedInYouTubeTikTokInstagramWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyConnect with Ashna Patel:https://www.linkedin.com/in/ashnapatel92/Ashna Patel is a former award-winning Customer Success leader turned Marketer, bringing over a decade of experience in customer engagement, retention, and growth. After years of driving customer success strategies, she transitioned into marketing to bridge the gap between pre- and post-sales, leveraging her deep understanding of customer needs to fuel demand generation and customer marketing. Apart from this, Ashna is also passionate about helping professionals build personalized systems to prevent burnout, enhance productivity, and achieve sustainable success (personally and professionally). Send Anika a text :) Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Podcast Editor: https://podcastmagician.com/