In this episode, I'm interviewing, Matt Barnett, commonly known as 'Papa Bear' at Bonjoro. We talk about Bonjoro as a service and how it can help customer success management teams to enhance or automate onboarding while increasing adoption, eng

Customer Success Tool For Engagement Tracking - Slydeck.io

May 22nd, 2020 20m 9s

In this episode I'm talking to Andy Quintana, the founder of Slydeck. His new software (www.slydeck.io) can be used by customer success managers and teams but even more impressive -- it also serves the small business owner or freelancer. If you

Customer Success Management Is Not For Everyone

Apr 14th, 2020 10m 7s

In this episode, I share a few truths as to how and why being a CSM may not be the right job for you. None of this insight includes survey data, feedback from other CSMs, none of that. It’s just me being honest about the last four years or so b

Download FREE Customer Success Manager (CSM) Templates

Jan 22nd, 2020 11m 23s

As I worked as a CSM, I discovered that each company had their own processes, reports, and templates or lack thereof. We can't assume that every customer success manager is well prepared for their weekly, monthly, and quarterly checkpoints. I t

Customer Success Management Consultation Using Clarity.fm

Nov 15th, 2019 16m 19s

Just recently I conducted my first clarity.fm premium call in regard to customer success. Clarity.fm is a phone service that allows you to speak directly to SME's for an hourly or by the minute fee. A business coach was taking on a new client i

Is a Customer Success Manager 100% Responsible for Retention?

Oct 28th, 2019 12m 4s

This episode reviews an article from Topline Strategy that demonstrates why CSM’s only have so much control over churn and customer attrition. The reasons may surprise you! --- Send in a voice message: https://podcasters.spotify.com/pod/sho

One Idea To Inspire User Adoption

Sep 18th, 2019 7m 14s

If you are looking for a way to inspire growth or usage there are a number of strategies available. You could try email campaigns, social media, direct phone calls to customers, live demos of features, etc. In this episode I'll explore one simp

How Customer Success Could Save Your Business

Sep 7th, 2019 10m 7s

Can Customer Success Help Your Org Stand Out From The Rest? 100% Yes! Customer success as a practice, when done properly, can have a massive influence on product or service consumption and usage. Given the trend of minimalism, good old-fashione

Advice For New Customer Success Managers

May 14th, 2019 18m 22s

We welcome back my friend and fellow CSM, Akshay Agrawal, in this episode to discuss advice for new customer success managers. I've been thinking about this topic a lot lately and decided to write a brief article on LinkedIn that will hopefully

Bad Fit, Stretch Fit, and Good Fit Customers

Feb 28th, 2019 14m 19s

On this episode we’re here to introduce our audience to bad fit, stretch fit, and good fit customers. What does it all mean and why are good fit customers essential for building an influential growth sales cycle. We welcome CSM, Elizabeth Best,

Bonus

What’s Ahead For The Podcast In 2019

Feb 11th, 2019 3m 17s

Welcome back and apologies on my absence. I’ve got big plans for the podcast in 2019 and in this episode I’ll share a few topic ideas as teasers. More episodes are coming soon! Stay tuned.--- Send in a voice message: https://podcasters.spot

Customer Success vs. Customer Experience

Aug 31st, 2018 15m 21s

Customer success manager, Akshay Agrawal, joins the podcast in this episode as we share our thoughts on what a customer is and how we differentiate customer success versus customer experience as a practice. This is Talking Customer Success!--

Self-Doubt & How To Break Through

Jul 21st, 2018 11m 39s

Self-doubt can really hold me back so I decided to make a podcast about it to remind myself that it's normal and there are ways to break through, move beyond the fear, and confidently be yourself.--- Send in a voice message: https://podcast

It's Never Too Late To Begin

Jun 12th, 2018 9m 42s

Have you been struggling to finally kick-off your blog, podcast, vlog, website, etc and are you self-conscious of how people may see you? Are you working fulltime and fear that your employer may find a conflict of interest in your work? You're

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