10-Minute Trumpet - Specialized Roles
This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles...
28 Aug 20238min
The Vault -Building Relationships During Uncertain Times
In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Although they talk about the impact of COVID on the market i...
21 Aug 202355min
Scaling CS with Community
This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is fo...
14 Aug 202344min
10-minute trumpet - Relationships at Scale
This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale. Why scale a relationship? The changing dynamic of the stakeholders themselves as well...
7 Aug 20238min
10-Minute Trumpet - Over-indexed on having named CSMs
This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems. Ins...
31 Juli 20237min
Scaled CS is all about efficiency
Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well? Chris Dishman, SVP of Customer Success at Totango spends some t...
24 Juli 202347min
10-minute Trumpet - Take Pressure Off Your CSM Team
This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs. Jeff walks you through 5 steps to move quickly into some effective and s...
17 Juli 20237min
The Vault - 7 Pillars of CS
This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success. Focusing on the fact that it is moments with the customer rather than the customer relationship...
11 Juli 202339min
