Customer Success Ideology

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

The most successful organizations are the ones whose teams are synchronized, fueled by motivation, and moving together towards their common goals. It all starts with the leaders… but how can companies create a truly strong philosophy that resonates with all of their members? In today’s episode, our guest Francis Cordón, Vice President of Field Operations at Quantum Metric, podcaster and martial arts guru, joins us to chat about his philosophy and three-level practice to level up entire organizations towards a more fruitful future. You’ll get inspired and educated in a topic you may have not stopped to think about enough, that could have been preventing you and your team from unleashing your full potential. Regardless of your profession, if you’re a leader, you’ll definitely want to listen to this conversation.

Jump straight into:

(01:31) - Francis’s background, career and life as a podcaster - “I am a man on a mission thinking of the customer first.”

(08:57) - Finding the unexpected spot where Customer Success and martial arts merge - “It’s not about talent, it’s about persistence.”

(10:34) - Francis’s three-level practice: how to transform a regular company into a meaningful and authentic one - “When you think about certain companies that do very well, it’s because there’s a passion, people believe in what they’re doing.”

(20:43) - How often should leaders revisit this three-level model to keep it fresh and relevant? - “Aim at bringing initiatives in every quarter with your organization.”

(25:06) - The importance of reflecting on philosophies and reinventing the framework - “It seems a waste, but the truth is we are creating maturity. As a leader, you owe it to yourself to think deeply about it.”

Resources

Connect with Francis via LinkedIn

A Thousand Exits

Quantum Metric

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

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