Claim OwnershipChurn Hacking: A Customer Success Podcast
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© Daniel Nathan
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Welcome to Churn Hacking; a Customer Success Podcast series, hosted by Daniel Nathan, Head of Customer Success at Powtoon, a visual communications platform. In this series we'll be speaking to Customer Success & Support leaders and inspirational speakers to understand their views and learn how they rose to prominent leadership positions in their careers. In these interviews we'll be discussing how they led Customer Success & Customer Support organisations, their views on the industry, and sharing some best practises that hopefully you can take away and implement in your roles to help your team run more efficiently & effectively. Welcome to Churn Hacking.
11 Episodes
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In this episode I speak with Eric Kades, founder of the platform TextChat. Eric has over 20 years of experience building customer contact teams, and recently developed the TextChat platform, which offers a new & revolutionary way for support & sales teams to interact with their clients.
Have a listen as Eric talks us through this new platform together with his thoughts on using AI and Chatbots within the Customer Contact industry.
Enjoy!
In this Episode I speak with Mike Sasaki, Global Head of Customer Success & Support at Mitek Systems, one of the leading Digital ID Verification companies.
Have a listen as Mike discusses the pros & cons of building Success teams within a startup with limited funds, as well as at Large Enterprises such as Oracle, with almost unlimited resources.
Mike also discusses why making customers happy should not be the goal of Customer Success and why to never say ‘maybe’ to a customer.
Enjoy!
In this episode I speak with Derek Pawsey, Head of Customer Journey at Wix.com, the DIY website-building giant.
Listen as Derek offers us his insights and experiences of how he has been instrumental in developing Wix’s customer success strategy for their almost 190m users.
As 'The' platform for easy-to-build professional websites, Wix's Customer Success operates a little differently to those as discussed in previous episodes. Due to their highly scalable and low-cost business model, it was fascinating to learn from Derek how Success is managed at Wix.
Enjoy!
In this episode we speak with Shannon Hanson, VP of Customer Success at ZPA (formerly Profitect).
Shannan first joined the Customer Success field 10 years ago, and has overseen huge changes in CS, particularly the transition of the classic Account Manager to Customer Success Manager role.
Have a listen as Shannan takes us back to how she built successful CS teams at Cloudlock (Bought by Cisco) and Profitect, the challenges she first encountered trying to win internal buy-in for what was then an unknown "Customer Success" entity, and the effect on her team operations as a result of Covid.
Enjoy!
In this episode I interview once of the most remarkable thought-leaders within the Customer Success Space, Lincoln Murphy.
Take a listen as Lincoln takes us through the early days at Gainsight, the Customer Success Platform giant, where he was tasked with co-writing the number 1-selling Customer Success book on Amazon. He talks about what Customer Success means to him, the common mistakes often made by CS leaders, and his passion for his other day job; Professional wrestling!
Enjoy!
In this episode I speak with Monday.com's Tom Ronen, who runs their Customer Success team.
Having come from a fascinating background in the Israeli Navy, Tom has overseen huge change at Monday, which is now one of the world's leading project management tools.
Listen as Tom explains how Monday.com had to shift their attitudes, processes and strategy as they developed a more High-touch, hight-value client base.
Enjoy!
In this episode I spoke with Rob MacAllister, Head of Customer Success at Filtered, an Ed-tech company who recently received their Series A funding.
Rob provides a very refreshing philosophy on Customer Success; educating the client by challenging their assumptions on their learning content in an increasingly-significant sector; Learning & Development.
As a former product implementation specialist, Daniel explains how Perimeter 81's current Customer Success program is built off the back of a strong, cohesive relationship between his Customer Success Technical Specialists and the Account Managers.
In this episode we are joined by Nuno Das Neves, Head of Customer Success at SafetyCulture, who discusses how his organisation has risen to the challenge of assisting their customers from a Health & Safety perspective, something of which is very...
Cooperation not isolation.In this episode we're joined by Abby Hammer, Chief Customer Officer at Churn Zero, who discusses the importance of product and customer success teams being joined at the hip when it comes to servicing their clients' needs. Also...
The concept of Customer Success only works when the people in an organisation truly believe in it. In this episode Daniel Nathan speaks with Boaz Arbel, VP of Operations & Support at Logz.io, who talks about how he has introduced a culture of...
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