Claim OwnershipThe Customer Success Channel
Subscribed: 147Played: 1,845
Subscribe
© 2024 The Customer Success Channel
Description
At Planhat we believe customer success is everybody’s business, and with this podcast - we want to help you succeed. Our host Anika Zubair, discusses customer success with leaders in the B2B SaaS and tech space. We dive into important and relevant topics to help spread knowledge about customer success and help companies center their business around customers. Because when a companies customers become successful, so does the company. Learn from the best at www.planhat.com
73 Episodes
Reverse
This podcast episode marks a special moment as Anika Zubair wraps up her four-year hosting journey on the Customer Success Channel podcast.The exciting news is that we're welcoming our very own, Malin Skoglund, VP of Customer Success Americas, who will be stepping in as the new host. Listen to the full episode now and learn more about the future of our podcast.Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Sue Nabeth Moore, Co-Founder of Success Chain about the future of customer success. As we approach the end of the year, it's crucial to begin strategizing for customer success in 2024. Despite the hurdles we've encountered recently, we must now pave the way for a successful year ahead. So, what should be the key focus areas for customer success in 2024? And how can we strike the perfect balance between customer ROI and fostering business growth? Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Maranda Dziekonski, Senior VP of Customer Success at Datasembly about the importance of viewing customer success as a revenue generator rather than a cost center.The field of customer success (CS) has been through a whirlwind of changes this year due to the global economy. As we near the end of 2023 and start planning for 2024, sustainability and revenue have become top priorities for every CS department. But why is revenue such a vital piece of the CS puzzle? And how can CSMs and CS leaders enhance their skills to adapt to the evolving market?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Chris Regester, Chief Customer Office at Planhat about how to deliver customer outcomes through a value framework. Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building such a framework?Podcast enquiries: sofia@planhat.com
1In this episode, our host Anika Zubair chats with Daniel Ennis, Scale Team Manager at Monday.com about scaled customer success and explores its significance in today's ever-evolving business landscape. Customer success at scale has been a longstanding practice, but it has gained even greater significance in the current economy. So, what are the initial steps to consider when establishing a scaled CS team? How can we strike the perfect balance between automated interactions and maintaining a genuine human connection with customers? And what are the key metrics and KPIs that your team should track?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Tulasi Ryali, CSM of the Year by Customer Success Excellence about how to help your customer reach their business goals through value creation.Being a Customer Success Manager (CSM) requires great multitasking skills and adaptability. You need excellent communication skills, outstanding problem-solving abilities and a remarkable understanding of customers. So, who holds the title of the "Best CSM of the Year" and how can you join their league?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Shannon Nishi, Director of Customer Success at Customer.io about sustainable growth in Customer Success.Times are tough and the “big hiring days” when scaling a SaaS business are long gone. In today’s economy, you have to think about sustainable growth rather than growth at all costs. So, how do you do that in Customer Success? How do you ensure your CSMs are strategic and not just support? And how do you measure sustainable growth? Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Declan Ivory, VP of Customer Support at Intercom about how AI is transforming the customer support department. The future of customer support departments is rapidly approaching. So, what changes can we expect in 2023 and beyond? What skills will support agents need to keep up? And what key performance indicators should we be tracking when proactive support becomes the norm?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success. ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have? Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Carly Agar, Founder and CEO at CarlyAgar about landing a customer success job in 2023. As the tech industry experiences a wave of layoffs, the job market is flooded with talented professionals seeking their next customer success opportunity. So, what should you do if you have been laid off? And how do you prep for interviews and find the right next company? Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times. If you’re currently looking for strategies to prevent and reduce customer churn - you’re not alone. With the gloomy outlook for the world economy, companies are preparing for the effects of an economic downturn. Hence increased focus on churn and how to handle it. But how do you decrease the risk of churn? How do you show ROI daily to your customers? And how are you working on expansion during renewals?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first CS role without any SaaS experience. Taking the first step into your customer success (CS) career is something we all have to do once. But how do you apply for your first CS role without having any SaaS experience? And what are some of the transferrable skills you can bring from your previous role?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Jennifer Yorke, Chief Customer Officer at Omertria about how to ensure the success of your CS department during a recession.With the recession looming, there are many things a CS leader has to consider in order to ensure that the customer success department is still thriving. For example, how are you able to keep your team focused on the success of their customers during such turbulent times? And how can you do more with potentially less resources?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Prashanth Jothi, Customer Success Manager at HubSpot about how to drive customer outcomes based on customer maturity.The life of a Customer Success Manager (CSM) is never a dull one. Everyday you meet fascinating people, change how businesses operate (normally for the better), and even help a few get out of a hole. Sometimes it can even be a rollercoaster of emotions!But how can a CSM make sure they are making the most of their precious time? What are the best tactical things a CSM can do today to help their customers? How can they ensure every customer in their portfolio continues to see success? And more importantly, how do you measure that success?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For example, when it comes to customer success, what does leadership want to know? And what are the metrics that really matter?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Claire O'Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days.Getting a quick return on investment (ROI) from new software is essential. But how long should it take for a new customer to start seeing value? And is it actually possible to get customers up and running in just two weeks?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes. Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation of those metrics?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell. While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the customer for the renewal? And how should a CSM be compensated?Podcast enquiries: sofia@planhat.com
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.To charge for customer success or not to charge is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are some metrics CS leaders should track if they do?Podcast enquiries: sofia@planhat.com
Comments
Download from Google Play
Download from App Store
United States