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The Jasons take on...

The Jasons take on...

Author: Jason Whitehead & Jason Noble

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Conversations on Bold Customer Success!
28 Episodes
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Our customers are individuals as well as being parts of bigger organizations. How do we know what makes them tick, what they're motivations are and what their own needs and values are. The topic of customer psychology is a fascinating and very in-depth one. Join us this month for a conversation talking through some of the key ideas and schools of thought in this space. ABOUT THE JASONS... Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US-based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/
Join us for a great double guest podcast with Chris Adlard and Daniel Bausor, to talk about their book “The Customer Catalyst: How to Drive Sustainable Business.” Launched last year, their book helps companies put the customer at the heart of their business and catalyze genuine sustainable growth. Chris and Daniel are both experienced customer experience professionals working across a range of industries with some great companies. In their book they’ve created a framework for the c-change to help CEOs drive change in response to the customer economy. Many of their ideas align with our podcast topics over the last 18 months and how we both work and think. Join us for this great four-way customer focused podcast and get your questions answered by the experts! THE CUSTOMER CATALYST https://thecustomercatalyst.com/ THE JASONS TAKE ON https://thejasonstakeon.com/
Revenue ownership still differs from organization to organization, we know that sales are there to bring in new business and close deals, but what about renewals, cross sells and up sells, where do they sit and ideally where should they sit in your business? Customer success professionals are often seen as the trusted advisors for customers but when it comes to anything commercial they get other teams involved. Is this the right model and approach for your customers and what are some other more aligned approaches of driving commercial customer success?   Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.
Come join The Jasons Take On… with our special guest, Marty Kaufman. Marty is a highly accomplished Customer Success leader who has built and scaled high-impact CS teams. Marty shares his insights about, “"How Marketing and Customer Success can actually collaborate to achieve 1:M influence)" CONTACT MARTY KAUFMAN Marty Kaufman - Founder and principal at Infinipoint, the customer retention consultancy. Questions or Contact: email: marty@infinipoint.com linkedin: https://www.linkedin.com/in/martykaufman/ Website: www.infinipoint.com ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/
Customer success is still coming into many business as almost an afterthought, and there are not many shining examples of where it's been there from day 1. How do you integrate and build in customer success from the start, and what are some of the learnings when companies have done this right? Typically we see smaller technology startups thinking about customer success from day 1, but it needs to be more widespread across all type and sizes of businesses. As a founder and CEO what steps do you need to take to get it right and why is it so important for you, your customers and your investors? Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.
Come join The Jasons Take On… with our special guest, Kellie Lucas. Kellie is a gifted customer success leader and author of the great book, “The Customer Success Pioneer”. Kellie shares her insights about how to excel during the first 12 months of your customer success journey! CONTACT KELLIE LUCAS: Kellie Lucas - Author, Coach Mentor Email: talk@thecspioneer.com Website: http://forselucas.com/ Link to buy the book: https://amzn.to/39kHaLx (Affiliate Link)   ADDITIONAL RESOURCES Watch other episodes of The Jasons Take On... and register for upcoming live episodes: https://thejasonstakeon.com/ Learn more about Tri Tuns: https://trituns.com/ Follow The Jasons Take On company page on LinkedIn: https://www.linkedin.com/company/3562... Join The Jasons Take On... group on Linkedin: http://trituns.co/TheJasonsLI Get customer success training and certification at Customer Success Mastermind: https://csmastermind.com/
As customer success professionals and leaders we understand how critical our customers' success is to our future and our own success, and why it's not just about having a customer success team or function within your business. But what is still often missing is that wider understanding and fit within the whole organisation. There are still some major changes needed across industry as we move to become more customer centric and drive outcomes for our customers.  What's needed from the C-suite and leadership in your business to shift the focus to customer success and how can we help facilitate and drive this change?  Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.  
Customer success as a discipline is rapidly maturing, yet it still has a long way to go. Many CS programs are not yet delivering full value and more improvements are needed. So, what will you do to boldly lead and grow your CS program in 2020? In this episode, The Jasons share our thoughts and vision for customer success. We talk about trends we noticed in 2019 and layout a bold vision for 2020.
We all know that customer success more often than not starts in the trenches fighting fires with your customers, your sales teams and your product teams and working in that mostly reactive mode and mindset. But for us to help our customers achieve the outcomes that they need to, to be successful, how do we make that shift to being proactive in how we work and then going one step further to being predictive and driving value for your customers based intuitively on where they are in their customer lifecycle and their specific level of engagement and behavior and not having to wait until they call you or you schedule that regular call. You need to figure out: • Why we need to be reactive to start • What are the next steps for our CS teams to grow and develop • What else do we need to look at beyond just CSMs down in the trenches Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: thejasonstakeon.com/ Learn more about Tri Tuns at: trituns.com/ Join The Jasons Take On... group on Linkedin: trituns.co/TheJasonsLI
In this episode of The Jasons Take On… we are joined by special guest, Abby Hammer. Abby is the VP of Customer Succes and Head of Product at Churn Zero, a leading customer success platform. Join us as we discuss the importance of close alignment between customer success and the product team. Abby shares her keen insights, experiences and practical recommendations for how you can better align these two critical functions. ADDITIONAL RESOURCES: Connect with Abby on LinkedIn: https://www.linkedin.com/in/abbyhammer/ Learn more about Churn Zero: https://churnzero.net/ CONNECT WITH THE JASONS: thejasonstakeon.com/
The topic of this episode is "Product-Led Customer Success". Dave Jackson is a recognised expert in customer focused organisations and is a strong advocate for product-led customer success. He is CEO of TheCustomer.Co, which helps companies profitably win, satisfy, retainand grow their chosen customers better than the competition. In 2000 Dave founded and was CEO of Clicktools, one of the UK’s first SaaS companies. ADDITIONAL RESOURCES: Connect with Dave on LinkedIn: https://www.linkedin.com/in/davidjacksonuk Learn more about Dave and his work at The Customer.Co: https://thecustomer.co FREE EBOOK ON PRODUCT-LED CUSTOMER SUCCESS Download Dave's insightful ebook on Product-Led Customer Success: https://thecustomer.co/2018/07/17/product-led-cs-ebook/ CONNECT WITH THE JASONS https://thejasonstakeon.com/
CS is now ingrained in the mindsets of many founders, investors, leaders and companies, but it is still functioning as an add-on to the product and services we offer and provide. How do we make that shift to enable our product and services themselves to drive customer success growth for us. How do we build customer success into our products from day one and how do we move the shift from a people intensive customer success philosophy. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: thejasonstakeon.com/ Learn more about Tri Tuns at: trituns.com/ Join The Jasons Take On... group on Linkedin: trituns.co/TheJasonsLI
With the rapid growth in customer success over recent years, your customers are now working with multiple customer success managers and team and systems, with multiple vendors for different parts of their overall value chains. How do you best work with your customers to ensure they're achieving the outcomes that they need to from you that contribute to their overall success. How do you work with other vendors' CS teams to best help your customers? You need to figure out: • How can we help customers work with multiple customer success managers, and how do we get a better insights into where are services fit into the overall value chain for the customer and that we're not almost competing with each other for our customers' time. • How do you align your CS services and capabilities with integration partners to ensure an effective end-to-end experience that delivers the customer outcomes across all integrated applications and services? • How do you help partners and VARs build their own competitive CS services that support your brand reputation
We all know that customer success is a rapidly growing area of focus for businesses and a growing industry in its own right. Your prospects and customers are facing a wide variety of customer success services, approaches, capabilities and price-points. The customer success services and your ability to deliver customer outcomes is the new competitive battleground for renewal and growth. This poses several new challenges for you from a sales, delivery and success perspective. You need to figure out: • How do you develop and deliver fast, efficient, effective and scalable CS services that beat the competition? • How do you market, bundle and sell CS services as a competitive differentiator that accelerates sales and growth? Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. **Download our free "Software Buyer's Guide to Evaluating Vendor's Customer Success Services" and learn that questions you need to be prepared to answer during the sales process. https://trituns.co/SWBuyer Read Jason Whitehead's article, "The Big Bold Future of SaaS Growth is Customer Success" https://trituns.co/BoldFutureSaaSGrowth Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI
The Jasons... welcome special guest, Mona Yoast, VP of Educator Success at Learning Ally. Mona discusses, "Upping Your Customer Success Game" and shares her experiences and what she learned while transforming her customer success team. Learn about Learning Ally: https://learningally.org/ Learn more about Tri Tuns: https://trituns.com/ Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/
Guest: Lawton Ursrey

Guest: Lawton Ursrey

2019-08-2633:31

The Jasons... welcome special guest, Lawton Ursrey, VP of Customer Success at UserIQ. Lawton shares his experiences running a customer success team and maturing the delivery of great customer success services. Learn about User IQ: https://useriq.com/ Learn more about Tri Tuns: https://trituns.com/ Learn more about The Jasons Take On, including catching replays and registering for upcoming episodes: https://thejasonstakeon.com/
This is a topic that we're super passionate about and the conversation this month will talk through the pros and cons of both approaches, what our recommendations are, and the trends we're seeing in different companies now. Many CS leaders and professionals have extensive and broader experiences, across different industries and sectors, and when positioned correctly, it can have significant benefits for companies. How important is specific domain expertise in customer success? Join us to hear our insights from our own experiences on this topic. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. Not all customers need or want the same approaches and engagement (and experiences) from you. Segmentation is a critical part of delivering your customers' success and how you approach delivery within your segmentation drives that success. This month we're going to talk about the so called low touch and tech-touch models for customer success, when to use them, what they look like and how to ensure they're delivered at the right level. Many businesses start with a one size fits all, very reactive approach to customer success. By looking at different models like this, you can scale and grow your customers successfully. 3 Things you will learn: 1. Why and how to segment your customers for low-touch and tech-touch customer success services  2. Challenges with building effective low-touch and tech-touch models Steps you can take to ensure your low-touch and tech-touch efforts are impactful and accelerate customer's success Watch other episodes of The Jasons Take On... and register for upcoming live episodes at: https://thejasonstakeon.com/ Learn more about Tri Tuns at: https://trituns.com/ Join The Jasons Take On... group on Linkedin: https://trituns.co/TheJasonsLI
The Jasons are very excited to have our first guest join "The Jasons Take On…". Please join our conversation with Sue Farrance, Head of Customer Success at Signable. Sue shares her experiences and insights into how to best develop trusted relationships with Customers. Enjoy Sue's insights into how she built the customer success program from scratch, her unconventional approach to highering great customer success talent, and how she has focused all of her team's actions on building trust with customers. You can connect with Sue on LinkedIn at: https://www.linkedin.com/in/suefarrance/ Learn more about The Jasons Take On, and register to join one of our live podcasts at https://thejasonstakeon.com/
We covered some of the big challenges in customer adoption and onboarding in our February episode. Join us this month where we're talk about how you can accelerate the process and the adoption of your solutions within your customers. We'll be looking at user adoption and engagement, stakeholder adoption and ultimately the organisational adoption, and how they work in tandem with each other and what the key approaches are to accelerating them, with some solid examples of ideas that we've seen working in different organisations. Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success. EXTRA RESOURCES: Free Ecourse: Why Software Projects Fail..and What To Do About It https://trituns.com/free-ecourse-why-sw-projects-fail/ The Jasons Take On: https://thejasonstakeon.com/ The Jasons Take On LinkedIn Group: https://www.linkedin.com/groups/12224398/ The Jasons Take On Twitter: https://twitter.com/TheJasons_CS Tri Tuns Resources: https://trituns.com/resources/ Customer Success Mastermind: https://csmastermind.com/
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