Join Kristen Hayer in conversation with Sandra Cashe, Chief Customer Officer at Veriforce. Sandra has been getting set up with a new CS platform and talks about her approach to preparing for new customer success technology in this episode.

Ep 108, Jennie Li, Planning for Digital Customer Success

Nov 18th, 2021 36m 29s

Join Kristen Hayer in conversation with Jennie Li, Senior Manager of Digital Experience for Definitive Healthcare. Jennie has been working for the past year to build a team of CX professionals and develop the first iteration of their digital cu

Ep 107, Tao Stadler, Scoring Utilization

Nov 4th, 2021 30m 40s

Join Kristen Hayer and Tao Stadler as they talk about Scoring Utilization in Customer Success. Tao has developed a report that essentially gives specific aspects of product utilization a score. They call this report the FUGA report. Tao will sh

Ep 106, Irene Lefton, Customer Success from the Customer's Perspective

Sep 30th, 2021 33m 5s

Join Kristen Hayer in conversation with Irene Lefton, Customer Success Advocate and Author as they talk about what customers want from customer success teams, what works, what doesn’t work, and how to best position your CS team for a successful

Ep 105, Bob London, How to Tear Down the Wall Between Customers and Vendors

Sep 16th, 2021 50m 41s

Join Kristen Hayer in conversation with Bob London, Founder and CEO at Chief Listening Officers as we discuss ways to tear down the wall between customers and vendors by spurring thought-provoking conversations. Webinar Registration Link Here

Ep 104, Chad Horenfeldt, Motivational Interviewing in Customer Success

Sep 2nd, 2021 26m 35s

Join Kristen Hayer in conversation with Chad Horenfeldt, Director, Customer Success for Kustomer. He has recently adopted a change management tool called Motivational Interviewing. We’ll be talking about this approach, how Chad is using it on h

Ep 103, Bill Cushard, The Business Model of Customer Success

Aug 19th, 2021 36m 17s

Join Kristen Hayer in conversation with Bill Cushard, General Manager at ServiceRocket as they discuss the business model of Customer Success.

Ep 102, Gary Rubinstein, Account Planning

Jul 29th, 2021 35m 11s

Join Kristen Hayer in conversation with Gary Rubinstein, Director of Customer Success in APAC at WalkMe as they discuss how he hascreated an account planning approach for his team that is simple but incredibly successful.

Ep 101, Emily Garza, Building Cross-Functional Relationships

Jul 9th, 2021 33m 52s

Join Kristen Hayer in conversation with Emily Garza, AVP, Customer Success at Fastly as they talk about about how customer success leaders can build cross-functional relationships with other teams inside their companies.

Ep 100, Shreesha Ramdas and Sanjay Poonen, Executive Alignment to Achieve Customer Centricity

Jun 24th, 2021 56m 32s

It’s been an amazing journey and we want to celebrate with you. Join us at the 100th episode special with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck, and our host, Kristen Hayer, Founder & CEO

We are thrilled to announce that Strikedeck Radio is turning 100!

Jun 15th, 2021 1m 16s

Join us at a live event with Sanjay Poonen, COO, VMWare in conversation with Shreesha Ramdas, SVP & GM, Medallia Strikedeck and our host, Kristen Hayer, Founder & CEO, The Success League as they talk about achieving customer-centricity through

Strikedeck Radio is Turning 100!!

May 24th, 2021 1m 16s

It’s been an amazing journey and we’d have the pleasure and privilege of hosting some of the most renowned Customer Success leaders in the industry!We want to thank you for the support and appreciation all these years and want to celebrate wi

Ep 99, Book: The 7 Pillars of Customer Success, Wayne McCulloch

Apr 30th, 2021 51m 25s

Join Kristen Hayer in conversation with Wayne McCulloch, Global Head of Customer Success (SaaS) at Google Cloud as we talk about his new book, The 7 Pillars of Customer Success. I’m excited for all of you to hear more about it along with Wayne’

Ep 98, Donna Weber, Onboarding Matters

Apr 8th, 2021 35m 7s

Join Kristen Hayer in conversation with Donna Weber, President and Customer Onboarding Leader at Springboard Solutions as we talk about her book, "Onboarding Matters" and share some of her approaches.Check out these links:New Book: https://

Ep 97, Sherrod Patching, TAMs vs CSMs

Mar 25th, 2021 22m 41s

Join Kristen Hayer in conversation with Sherrod Patching, Head of Global Technical Account Managers at GitLab Inc. talks about TAMs: what they are, why a company might choose to have TAMs instead of or in addition to CSMs, and how Gitlab has ap

Ep 96, Heather Matthews, Communication & Service in Customer Success

Mar 11th, 2021 22m 50s

Kristen Hayer in conversation with Heather Matthews, Managing Director and Head of Core Platforms at Agio talks about the tactics she has used to instill strong communication skills across her team.

Ep 95, Jim Kalbach, The Jobs to be Done Playbook

Feb 18th, 2021 28m 32s

Join Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.

Ep 94, Max Klimmek, Building & Scaling a Global CS Team

Feb 4th, 2021 41m 19s

Join Kristen Hayer in conversation with Max Klimmek, Global Head of Customer Success at Intercom as we talk about his approach to building the Intercom CS program to where it is today.

Ep 93, Andrew Rowlands, Developing CS in a Non-SaaS Environment

Jan 21st, 2021 32m 1s

Join Kristen Hayer in conversation with Andrew Rowlands, Customer Success Design Lead at Telstra as he shares his approach and some of the challenges he has faced as he has taken on the task of building customer success in an organization that

Ep 92, Meredith Blanchar, Focusing on Value in 2021

Jan 7th, 2021 25m 26s

Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her tea

Ep 91, Carl Gold, Fighting Churn with Data

Dec 17th, 2020 29m 21s

Join Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.

Ep 90, Mel Bilge, Moving into CS Leadership Through Growth

Dec 3rd, 2020 48m 11s

Join Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.

Ep 89, Dev Kurbur, Case Study on using the CRG Crisis Recovery Framework for CS

Nov 19th, 2020 24m 35s

Join Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.

Ep 88, Sunil Joseph, Professional Services or Customer Success?

Nov 5th, 2020 47m 7s

Join Kristen Hayer in conversation with Sunil Joseph, VP of Customer Success at Avanoo as we discuss how professional services are different from customer success, and how to make a shift from a professional services approach to a customer succ

Ep 87, Rachel Jugai, Over-processing Processes for CSMs

Oct 22nd, 2020 29m 3s

Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you canleverage your customers success team’s strengths.