Ep 5: Navigating Change and Customer Success: Insights from Marta Montero of Gatekeeper

Ep 5: Navigating Change and Customer Success: Insights from Marta Montero of Gatekeeper

Marta Montero, leading customer success for Gatekeeper in North America and APAC, shares her journey from archaeology to tech. With 10 years in customer success, she highlights the industry’s evolution from product-focused to outcome-driven strategies.

Montero emphasizes the need for customer success to focus on change management and people skills, separate from technical roles. She advocates for the COLTS framework (Communicate, Observe, Listen, Train, Share, Celebrate) for customer engagement and stresses the importance of leaders engaging directly with customers.

Montero also notes regional differences in customer success approaches and defines success as a blend of business consulting and change management, aimed at helping customers achieve their goals. Her insights are invaluable for professionals in adapting and succeeding in customer success roles.

LinkedIn:

https://ca.linkedin.com/in/martamontero

Jaksot(33)

Ep 10: Crafting Messages that Resonate with Tyler Lessard

Ep 10: Crafting Messages that Resonate with Tyler Lessard

Tyler Lessard discussed the importance of authenticity in marketing and the role of customer stories. He emphasized the need for individuals to create and share videos, and how AI can enhance authenti...

22 Helmi 202443min

Ep 6: Exploring Customer Success Innovations with Stephen Smith and Brendan McDonald, CS Toolkit's Founders

Ep 6: Exploring Customer Success Innovations with Stephen Smith and Brendan McDonald, CS Toolkit's Founders

Join us in uncovering the innovative strategies behind CS Toolkit, a game-changing tool in the customer success landscape, as shared by its founders, Stephen Smith and Brendan McDonald. Dive into our ...

29 Tammi 202430min

Ep 9: From Data to Decisions: Derek Vollebregt on Shaping Customer Success

Ep 9: From Data to Decisions: Derek Vollebregt on Shaping Customer Success

In this conversation, Derek Vollebregt, VP of Customer Success at iLobby, shares his background and journey into customer success. Takeaways Create meaningful moments that matter in customer relat...

29 Tammi 202442min

Ep 8: Customer Journey Mastery with Lindsay Lane

Ep 8: Customer Journey Mastery with Lindsay Lane

Explore pivotal Customer Success strategies with industry expert Lindsay Lane in our enlightening podcast. Lindsay shares her blueprint for curating exceptional customer journeys and driving business...

18 Tammi 202438min

Trailer with Elizabeth Italiano

Trailer with Elizabeth Italiano

Elizabeth unpacks her journey from Salesforce to leading Go-to-Market Advisors in this enlightening conversation, blending insights with experience. Key takeaways include: 🌐 The unique perspectiv...

11 Joulu 20231min

Ep 7: Navigating the Evolving Landscape of Customer Success and Go-to-Market Strategies with Elizabeth Italiano

Ep 7: Navigating the Evolving Landscape of Customer Success and Go-to-Market Strategies with Elizabeth Italiano

Join us in our latest CS In Focus podcast episode featuring Elizabeth Italiano, a beacon in Customer Success and Go-to-Market strategies. Elizabeth unpacks her journey from Salesforce to leading Go-to...

11 Joulu 202352min

Short clip for Ep6 with Stephen Smith and Brendan McDonald

Short clip for Ep6 with Stephen Smith and Brendan McDonald

Tune in to our latest episode of CS In Focus, where we unravel the story behind CS Toolkit with its creators, Stephen and Brendan. From a casual tennis match to pioneering a tool changing the game in...

20 Marras 202356s

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