In Episode 12 of The inSide Scoop on Customer Success, we tackle a very important topic: How to start a simple Customer Success Community. Listen in I talk to Kristi Faltorusso, VP of Customer Success at ClientSuccess and Founder of CS Real Simple. Starting a community doesn’t need to be complicated, but how do you go about […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Wayne McCulloch, Global Head of CS (SaaS) at Google Cloud, about the taboos of Customer Success. The function of Customer Success is still maturing, and most companies are currently evolving and growing their CS departments. That being said, […]

In Episode 11 of The inSide Scoop on Customer Success, we tackle a very important topic: the Community Success Plan. Listen in as as I talk to Jeff Breunsbach, Director of Customer Experience at Higher Logic and founder of  Gain Grow Retain. Communities take a lot of work and they’re not an overnight success, but what does it take […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Emmanuel Malanda, Global Head of Customer Success at Calypso, about data driven workflows and scaling CS Operations. Emmanuel leads a growing team of CSMs and CS Ops teams dotted around the world. He is extremely passionate about customers and […]

Neither tech touch Customer Success nor customer communities are a new concept. We have seen segmented and tiered approaches to customer success since the start of Software as a Service (SaaS). Also, customer communities are something that has been around long before software, but in today’s world where remote work is the standard and customer […]

the wonderful Elisabeth Courland, Digital Customer Success Manager at Talentsoft, about data driven customer journeys in digital CS. Data is undoubtedly crucial in customer success management, as it enables you to have data driven insights, provide analytics, and any upsell opportunities. So, how do you integrate this data into your customer journey to optimize the process, track […]

In Episode 10 of The inSide Scoop on Customer Success, we tackle a very important topic: customer conversations. Listen in as I chat with Steve Sanchez, VP of Customer Success at Gong, and Adam Joseph, Head of Customer Success at Gainsight.  They’ll dive into how you can understand your customer conversations better and at what point should you […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with the inspiring Kristi Faltorusso, VP of Customer Success at IntelliShift, and voted one of the top 25 Customer Success Influencers of 2020. When establishing their CS team, many organizations start with a reactive business strategy, responding to unanticipated […]

On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Kellie Lucas, author of the best-selling book, The Customer Success Pioneer, and coach to business leaders on pioneering customer success to drive growth. Gathering customer feedback is an important part of the customer success journey, not only […]

Today I had the pleasure of being a guest on Marija Skobe-Pilley‘s podcast, Women in Customer Success. Marija invite me on her podcast to chat all about the hottest topic in Customer Success in 2021 – digital customer success. Digital-first customer success is an approach to customer success that prioritizes automated digital interactions rather than […]