In 2025 Look For:Greg and Kristen Tell You What To Do - Greg Brisendine and Kristen Hayer share their leadership experiences, talk about how to be a great leader, and laugh a whole lot along the way.Customer Success For Regular People - Russell Bourne and Allison Tiscornia interview leaders who are inserting customer success into traditional industries like transportation, building, education and healthcare.Thanks for listening, and we hope you'll join us in 2025 for these new podcasts!
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Transforming Customer Success: Harnessing Digital Education and Data-Driven Strategies with Casey Trujillo and Todd Kirk
Unlock the secrets to transforming customer education into a powerhouse for customer success. Join us as we learn from Casey Trujillo and Todd Kirk of Brainstorm, who bring a wealth of experience in professional services, SaaS product development, and customer success strategies. Discover how Brainstorm helps organizations implement consistent training practices, using change management principles to drive software adoption and organizational change. Find out how this approach prevents customers from improvising their educational processes, which can negatively impact their success.How can digital education revolutionize your customer success strategy? We explore this question by comparing it to Tesla’s innovative user experiences, emphasizing that customers crave ownership of their success without constant intervention from customer success managers. Our conversation sheds light on the importance of data-driven, engaging digital education experiences, especially for early-stage companies transitioning from personal interactions to scalable digital solutions. We dissect the balance between emotion and data in creating effective educational content and how organizations can harness this to enhance customer relationships.Data isn't just a metric—it's a tool for driving business results. We discuss how tracking user behavior can boost customer retention and software renewal, introducing the concept of "brilliant basics" for long-term engagement. Discover how to optimize persona training strategies to meet diverse user needs, from daily administrators to high-level decision-makers. Learn how microlearning and short-form content can transform digital education, making it adaptable, effective, and engaging. As B2B customers increasingly demand consumer-like experiences, explore how companies can rethink their training strategies to create impactful content that resonates with modern users.
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Revolutionizing Customer Success: Integrating AI for Efficiency and Revenue with Pallavi Gadepalli
Unlock the secrets of how AI can revolutionize the customer success space with insights from Pallavi Gadepalli, the dynamic founder and CEO of Stealth AI Startup. Pallavi's fascinating journey from developer to product manager and ultimately to customer success sets the stage for her unique perspective on integrating AI into high and mid-touch customer success roles. Her company's AI assistant, inspired by Jarvis from Ironman, promises to automate repetitive tasks and enhance in-call experiences, making customer success managers not only more efficient but also more effective in their roles.Prepare to reimagine how your organization handles customer interactions with Pallavi's vision of a unified customer experience. By harmonizing high-touch customer success management with low-touch digital strategies, Pallavi demonstrates how feedback from high-value customers can create a centralized, comprehensive knowledge base. This approach ensures that sales, support, and service teams all work from the same playbook, leading to more cohesive and effective customer journeys. Discover how AI can assist CSMs in preparing for customer interactions by organizing key stages such as kickoff, onboarding, and renewal, making every step of the customer experience more streamlined and impactful.Tune in for actionable insights from industry leaders and practical strategies for leveraging AI to transform your customer success efforts.
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From Individual Contributor to Strategic Leader: Julie Fox's Journey
Discover the future of Customer Success with Julie Fox, Global Director of Customer Success at Cin7, as she shares her journey into her transformative new role. Julie is driving her team towards a proactive, predictive model while also enhancing upsell and cross-sell strategies. Learn how Julie is navigating the dynamic environment of Cin7, an inventory management solution, and addressing the unique challenges and rewards of her role. Julie highlights the significance of community networking, and how leveraging personal and professional connections can provide substantial support during a job search. Engaging in thorough research and actively participating in dialogues are key strategies she emphasizes for meaningful, two-sided engagement in job searches, especially for leadership roles.Listen as host Kristen Hayer discusses with Julie transitioning from an individual contributor to a senior leader, the importance of mentorship and feedback, and the transformative journey towards confident, strategic leadership.
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Mastering Customer Success in Shifting Landscapes: Retention, Revenue, and AI with Parul Bhandari
Have you grappled with the complexities of customer success programs, especially in a year fraught with industry shifts and layoffs? Join our host Kristen Hayer and our esteemed guest, Parul Bhandari, founder of South Asian Success, as we tackle the evolution of Customer Success and the imperative of retention focus in today's businesses. They discuss the controversial role of CS teams in managing renewals, drawing on our own initial stumbles to highlight the essential preparation and skill-building necessary for triumph in this domain.Parul and Kristen don't shy away from the contentious debate on revenue stewardship after the first sale, pondering the reconfiguration of compensation structures and how it can challenge CSMs to promote customer value and revenue growth simultaneously. Plus, we dissect the strategic placement of Customer Success within organizational hierarchies and how it reflects on their pivotal role in maintaining revenue streams.They also share personal accounts of how machine learning and generative AI are revolutionizing the way we analyze data, communicate with customers, and streamline strategic planning. Tune in and arm yourself with the insights to propel your customer success initiatives into the future.
The Success League presents a lineup of customer success interviews, book reviews and conversations with authors, and features hosts Kristen Hayer and Russell Bourne.
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