[Un]Churned – The No. 1 Podcast for Customer Retention

We love being understood, and so do our customers. Being able to connect and empathize with the customer serves as a platform to better understand the needs and desires of the customers. That's what we bring to you in this week’s  [Un]churned episode. .Josh Schachter sits down with Teresa Anansia to chat about Creating a culture of empathy within the teamDelivering great customer experience with dynamic segmentationUsing systems and processes to manage support organizations & collaborationsNavigating through uncertainty as a leader“At Zendesk, the one word that I think really embodies a lot of the culture fit is going to be humbledent, which is the combination of being humble, and also confident. I expect confidence in our solutions. Being at the table with the customer and having a point of view shows confidence. But I look at humbleness as a way to be curious and ask great questions to understand. ”👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The customer is furious – and now you have to talk to them. It’s not ideal, but it’s a common situation for anyone working on customer success. So what’s the best way to handle it? That’s something Alice Jeffery, a customer success manager at Mimecast, a cloud cybersecurity based in London, has put a lot of time and thought into. After years of research, she has put together a great game plan for how CSMs can best approach irate customers. And thankfully, she’s just shared her insights with UpdateAI’s Josh Schachter on the latest episode of “[Un]churned.” Listen to the full episode to hear how CSMs can harness their emotions to help angry customers a) calm down and b) accomplish their desired goals“Emotion is very important in business – no matter what industry you’re dealing with.” Alice Jeffery. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey MooreRunning a business can bring up challenges — from financial loss to employee morale. Especially, during an economic downturn, keeping your business' head above water is vital. If you've got a new invention and want to market it correctly, the first thing to do is think about your marketing plan. In this [Un]churned conversation, Josh Schachter and Geoffrey Moore, chat about Not taking your customer’s budget for grantedLife cycle frameworkAttempting to start up a social network for sportsProduct- Lead-Growth play Customer Success Maturity ModelMeasure what matters the mostGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Being in the tech industry and mom is no easy task. From working long hours to juggling home responsibilities, crafting the perfect balance is easier said than done. In this [Un]churned conversation, Emilia D’Anzica and Sabina Pons, Growth Molecules chat with Josh Schachter about pressing on as a tech mom andMarissa Mayer’s motherhood journeyTransitions in motherhood over the timeGiving up tech amidst the Covid-19 crisisWorking mothers make tech betterBalancing work and lifeGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedResource: Pressing on as a tech momThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho, Chief Customer Officer at BMC Software discuss Role of empathy in customer experiencePersonalizing customer experience at the scaleThe relationship between customer experience and product experience“Stop talking about customers as logos, or generic personas; put faces and names [to them], work on the emotional intelligence piece. " - Eduarda CamachoGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The journey of a customer is a long, winding road. They have many stops along the way, and each stop can lead to a different destination. Customers can be lost and confused about their next move, or they may entirely find themselves on the wrong path. In this [Un]churned conversation, Ariel Benzakein, VP, CS, Flosum gives a practical proven formula for achieving a high net retention rate. Formula to a high net retention score.The hit rate for sales bringing in CS at the right time Measuring the implementation success while it is in progress“If CS is not following the correct playbook, it ends up becoming level 2 tech support." - Ariel BenzakeinGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedResources Mentioned:- Success Hacker - Greg Daines - Churn DoctorThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The relationship between Sales and Customer Success is a tricky one. When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory. There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schachter, Dan Ennis & Brittany Rodriguez,  chat about the love-hate relationship of CS with the sales team and burst some popular myths around the same:Role & KPIs of Sales and Scale team at Monday.comThe Love & Hate relationship of CS with SalesSales representatives overpromise on the product and CSSales & CS handoff at Monday.comSales  representatives don’t care for CSM's needFostering trust between the Sales and Scale team at Monday.comThe sales team doesn't add value to the CS teamThe article referenced in the episode: Four Myths That Could Be Hurting Your Relationship With Sales“ Before ever working with the customer directly, the sales team creates a super detailed handover and a meeting is conducted to communicate that. This allows the CS team to be able to help break down silos by providing feedback to the sales team in case there is a disconnect from what was being communicated previously. " - Dan Ennis“ Although the CSMs are focused on the adoption usage, the account managers are working on the growth and expansion, you need to continue to feed each other information as you are learning more about the business. ” -Brittany RodriguezGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The good thing about hitting rock bottom, there's only one way left to go and that's UP! When things go wrong, when people disappoint you, or when events beyond your control challenge you, it is easy to lose your focus and confidence. But tough times don't last long if they are met with tough leadership.In the face of adversity, there is no room for weakness or indecision. Tough leaders know this and also know how to deal with unexpected events that force them into action without hesitation.In this [Un]churned conversation, with Josh Schachter, Edward Chiu, shares how he, as the co-founder of Catalyst battled the challenging times of Covid-19 with his brother, partner being with the virus. They also chat about:Raising Series B fundingDigging into the pitch deck that helped raise $20MOnboarding the first customerHow Kevin, Co-Founder & COO at Catalyst battled the first wave of CovidWhen you are the leader, everyone’s problem is your problem Customer Marketing at the core of business“Intuitive user experience matters these days. Gone are the days when people used to want legacy tools that would take 6 months to a year to deploy and many admins to build things up. Everyone appreciates waking up to the view they have configured for themselves. When you have a tool that works the way you want it to you are obviously excited to log in and that’s always been our foundation." - Edward ChiuGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedResource: Business Insider Article - Pitch deck that converted some of the top customers into investors https://www.businessinsider.com/catalyst-stepstone-customers-pitch-deck-leaders-slack-miro-to-invest-2022-8?IR=TConnect with  Edward ChiuCheck out CatalystThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Good leadership is not simply about having the ability to take charge or make decisions. Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy. has been working with leaders from different organizations. He frames leadership as the ability to be able to empower others and create an environment where their abilities can blossom into something greater than themselves. In this [Un]churned conversation, with Josh Schachter, Nils throws light on topics likeGaining the belief to market yourself confidentlyDifference between therapy & coaching, consulting The coaching style of leadership, identifying a good coachLeading with curiosity Captivating the audienceAbility to market leadership as a CS leader“You have to market your leadership. No matter the level you belong to, just doing the work as a leader, is not going to be enough. " - Nils VinjeGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedAbout Nils VinjeAfter completing an MBA in Management and Organizational Behavior, Nils Vinje got into his first role in Customer Success as a Customer Success Manager. Nils’ alignment and passion for Customer Success enabled him to rise quickly from CSM to Team Lead to Director and VP. During his rise, he established a track record of orchestrating record-breaking renewals and up-sells. Get a copy of Nils' Best-Selling 30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be- https://www.b2bleadersacademy.com/bookThank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Jenny Calvert, Director of Customer Success at Hunt Club, is going [Un]churned on today’s episode with Josh Schachter to discuss the power of genuine relationships to find the best talent.  Josh & Jenny chat about: Leveraging the one-to-one bonds to find the best talentAdding value by sharing backRating internal meetings for transparencyCreating a radically candid work culture“[While rating our meetings] I have created the space to say, ‘Hey, this was a waste of my time.’, That level of autonomy & transparency fosters an environment for them to open up as well." - Jenny CalvertGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurnedAbout Jenny CalvertJenny is the Director of Customer Success @ Hunt Club with a stint in brand management, marketing, and a lot of client-centric account management that led to her love for all things Customer Success! She leads great talent that is dedicated to helping customers adopt, expand and succeed.  Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & TwitterUpdateAI presents Unchurned👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter