This is Growth!

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals. In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity. Imagine having a virtual assistant that not only understands customer queries but can also craft personalized responses that resonate deeply with each individual. That's the promise of generative AI. Today, we're going to uncover the practical ways in which Customer Success Professionals can leverage Update.ai and ChatGPT to streamline their workflows and ultimately drive business growth. So whether you're a seasoned customer success veteran looking to adapt to the digital age or a newcomer curious about the possibilities, get ready to be inspired by the insights and experiences shared by Mickey Powell. Music: Workday by Scott Dugdale

3 Aug 202336min

The lines between Marketing and Customer Success blur when we start scaling the CS team. Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy. To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community. In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new heights. Jeff shares his wealth of experience and expertise, offering invaluable insights on how to effectively expand customer success initiatives while maintaining a personal touch. Discover the key strategies, tools, and techniques that have propelled Jeff's community Gain, Grow, Retain and learn how you can apply them to your own organization. Whether you're a seasoned CS professional or just starting your journey, this episode is packed with actionable advice that will empower you to build thriving customer success teams in today's dynamic business landscape. Tune in now and unlock the secrets to scalable growth and exceptional customer experiences! Music: Workday by Scott Dugdale

27 Jun 202344min

"The only constant is change." Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Margaret Harrison. As CS professionals we operate at the intersection of the vision our customers have for their organisations and their current reality. And we do that while navigating the waves of change inside our organisations. But change is not easy. In fact, change can be exhausting. In this episode, we discuss the psychology of change and why it can be so difficult to navigate it. We dive into simple and effective approaches to driving transformative change for your team and customers alike. And we leave you with 3 proven tactics to achieve successful change outcomes. Don't miss this captivating opportunity to ignite change and create a lasting impact in your organisation. Resources: Book - Switch Music: Workday by Scott Dugdale

30 Mai 202346min

Jan Young is a Customer Success Consultant at The Success League and an advisor to some of the most beloved CS brands and communities like Catalyst, Gain Grow Retain and CS Insider. A leader in Customer Success for over 13 years, Jan is a great person to help us answer the question "What does it take to be a great Customer Success Leader?". By blending the purpose of CS leadership with agile methodologies, business acumen and emotional intelligence, she brings a powerful and fresh perspective to the discussion of the role of a CS leader. We covered a multitude of topics: the power of storytelling, why you should have a pragmatic customer journey and the importance of creating a roadmap for your CS organisation. You will leave this session inspired to approach your every day as a CS leader differently. Music: Workday by Scott Dugdale

27 Apr 202346min

For the first episode of this season, I am joined by Marija Skobe Pilley. For some, Marija needs no introduction, she is a pillar of the CS community. But, if you are hearing your name for the first time, make sure to check her out on LinkedIn. She is the Director of Customer Success at Click up and the founder of Women in Customer Success. She hosts an incredible podcast interviewing the amazing women in CS and also runs a great mentoring programme called Power Up, where established success women including myself, mentor the next generation of CS professionals. Marija has built an incredible career in CS and we dive a little into her story during our conversation. But the meat of the podcast is really on how to scale basic CS approaches, Marija shares with us how she is helping Clickup scale its success function and has a lot of insights on what it takes to build CS from scratch. We cover tips on how to scale effectively, what roles are most important, building communities and more. You will leave this session with a ton of golden nuggets that you can apply immediately to your teams. Music: Workday by Scott Dugdale

31 Mar 20231h 10min

Welcome to season 2 of the This is Growth Podcast! In Season 1 we got to know 9 people that built successful careers in Customer Success. For Season 2 we are shifting gears. The goal of season 2 is to help Customer Success leaders unlock the next level of performance of their Customer Success organisation. I want to help you go from Customer Success to Efficient Customer Success and then reach the holy grail of a truly Scaled CS organisation. These will be a series of conversations with the experts, the people who have been there and done that. Each episode will be packed with tips, honest discussions, and best practices that will take your team to the next level. And we want to help you do that while focusing on the most important aspect of CS: delivering customer outcomes. Get the latest podcast in your inbox by signing up for the This is Growth! newsletter at https://www.daphnelopes.com/ Music: Workday by Scott Dugdale

30 Mar 20231min

In this episode of the podcast, we are joined by Padraic McMahon Senior Manager of Customer Success at Hubspot and former guitarist/bassist in the platinum-selling band The Thrills, to answer 4 listeners' career dilemmas: How do you know you’re on the right career path? I keep getting rejected for roles I feel like I am qualified for. What can I do to get the job? Should I stay in this company or should I go? Is management right for me? Padraic and Daphne discuss each dilemma, share personal experiences and offer advice on how to get unstuck if you are experiencing any of these situations. If any of these questions resonate, you will love this episode. Grab your headphones and find some headspace because this episode is packed with practical stuff you can start implementing today. Music: Workday by Scott Dugdale

28 Feb 20231h 2min

When life throws us a punch, it hurts. There are no two ways about it. But it also presents us with an opportunity to get off the hamster wheel, pause, and reflect. It gives us space to explore interests, and relaunch with intentionality. Shane Stenson, Team Lead and Principal Customer Success Manager at HubSpot, shows us that a growth mindset is not just about climbing the career ladder, but a way to approach life. In this episode, we talk about the roadblocks and hiccups in our careers, and about landing on our feet. Shane shares stories about being part of a company that was acquired, feeling burned out and taking a career break, going for roles that didn’t feel right, failing interviews and the amazing feeling of knowing what your next step is. In his own words, “A lot of people think ‘I’ve worked so hard over the last 6 months to get into the particular role that I am in, I’ve grown so much’. But there is equally as much to be learned from scenarios where it didn’t work out in the way you would have hoped. It’s that old cliche, you learn more from the losses.” In midst of layoffs and uncertainty, this is a great episode to ground us. Music: Workday by Scott Dugdale

3 Feb 202351min