Team,Thanks for hanging in there! I'm doing my best to keep the Value Realized, Customer Success Podcast alive. I recently stepped into a new role that requires me to flex my strategic muscles even further. With the current headspace I'm in, I'

Successful Change Management in CS

Aug 14th, 2019 52m 51s

Everything changes when everything changes - so how the hell do you navigate the changing change? In customer success there are varying speeds at which change is occurring. Whether you're moving your Solutions Engineers to your Customer Success

CX + CO = CS in Theory and in Practice, a Visionary at Work

Mar 12th, 2019 42m 24s

In the customer success space, the Customer Success formula coined or at least heavily championed by GainSight (CX+CO=CS) has gained a lot of traction over the past year. Despite the growing popularity, I've been shocked to see the many liberal

More Women in Tech – a Rising Hero and Advocate

Feb 26th, 2019 35m 50s

According to Evia, (cited by Small Business Trends) women make up less than 20 percent of U.S. tech jobs, even though they make up more than half of the U.S. workforce. According to McKinsy and Company, Gender diversity is correlated with both

The Soul of a Leader - Lessons from Leading with Empathy

Feb 12th, 2019 51m 11s

Take two deep breathes, in and out, with a three second pause in between. Close your eyes and imagine you wake up in the morning fully engaged, you feel "on" like nothing in your day is going to deter you from unleashing your full potential. Yo

Renewed Commitment to Effective Customer Renewals

Feb 5th, 2019 39m 10s

At SaaS companies (or really any kind of company), processes at their best are efficient, dynamic and easy to understand. At their worst, processes create a bureaucratic maze that drive you crazy and provoke you to throw your hands up in disbel

When Customer Success is Built at the Beginning

Jan 29th, 2019 36m 20s

Often times Customer Success organizations have been born out of companies that are established with decades of experience. These companies have typically undergone some sort of re-invention to be solely focused on preventing churn (fancy or h

Customer Insights from the Future to Better Understand the Present

Jan 22nd, 2019 33m 58s

Intuitively one might not expect a rapidly improving and expanding technology like virtual reality (VR) to drive us closer to human connection. Yet the Head of Customer Success at STRVR, Rich Wang, presents an incredibly strong and relationship

Core Customer Success Lessons from Customer Onboarding

Jan 15th, 2019 40m 36s

Previous research suggests that increasing customer retention by 5% can increase profits by 25% to 95%. However there's a gap between where companies are today and where they want to be tomorrow. According to a recent survey published by UserIQ

Business Outcome Management – a Customer First Framework

Jan 7th, 2019 32m 52s

A rich dialogue with MetaCX Co-Founder and Chief Customer Officer, Dave Duke, on the methodology and guiding principles behind Business Outcome Management. The conversation begins with historical context of the rise of SaaS and the consequences

The Value of Context, Value Realized Podcast Introduction

Nov 29th, 2018 9m 6s

In the introductory episode of the Value Realized podcast, your host Nate Fiedler explains the ways context influences how customers, customer success organizations and businesses define value. Nate outlines:The need for context to provide valu

Coming 2019, Welcome and Introduction

Nov 11th, 2018 7m 25s

In the very first episode of the Value Realized, Customer Success Podcast, I introduce myself as your host (Nate Fiedler) and give you some background of why I started the podcast.I will be launching the first formal episode on Tuesday, January

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