DiscoverStrikedeck Radio: Customer Success Live
Strikedeck Radio: Customer Success Live
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Strikedeck Radio: Customer Success Live

Author: Strikedeck & Kristen Hayer

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Podcast by Strikedeck & Kristen Hayer
54 Episodes
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Andreas, a seasoned customer success leader, fellow consultant and partner in the development of the Customer Success Performance Index, joins Kristen to discuss the CSPI - a publicly available tool that CS leaders can use to benchmark their performance on 8 dimensions.
Jim joins Kristen to share his interesting approach to creating an exceptional customer journey with a cross-functional team. He calls them Journey Teams! Jim goes over who is a part of them, how you form them, how to get buy-in for them, and much more!
Kristen worked with Evan Rich, the Director of Customer Success at NS1, as he built out their first health scoring system. This episode covers that process, what it took to build, how that reporting helped his team, and what he would recommend to other leaders looking to do the same.
Courteney joins Kristen to talk about data-driven Customer Success programs. They get into the details of how to shift from an emotional, reactive program to a data-driven, proactive customer journey, and much more!
John Laino, the Vice President of Customer Success from ServiceTitan joins Kristen to talk about a very cool initiative he kicked off on his team called ALIGN, which is all about optimizing customer outcomes to go beyond product adoption.
Tim is the Director of Client Success at Finalsite; Finalsite is a company that produces top-notch websites for schools and school districts around the world. Tim joins Kristen to discuss how important it is for Customer Success leaders to serve as the public relations team for Customer Success within their own companies, and how to do it successfully.
Shaun join Kristen on the podcast to talk about an interesting role that is surfacing on a lot of success teams – the success engineer. Shaun VanWeelden is the Senior Manager of Success Engineering at Engagio. He started at the company back in 2016 as a success engineer, and has grown his role and the team. He’s going to share his journey and ideas on this episode.
Bill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.
Mike Sasaki, the Director of Customer Success for Mitek Systems, joins Kristen to talk about what to do, and bravely, what not to do in your first year as a Customer Success leader.
Kristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.
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