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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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Want to learn more about Customer Success? On this Customer Success podcast we invite guests from all over the world to open up about their Customer Success strategies and provide you with tactical advice that you can use in your own organization to improve customer retention, increase solution adoption, expand upsell revenues, perfect your renewal processes and gain more advocates. Be sure to subscribe to our podcast to get notified when we upload a new podcast episode!
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The Customer Success Playbook

Kevin Metzger and Roman Trebon

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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As a CEO, you’ve demonstrated your ability to solve complex problems and achieve extraordinary results. You've skills, resources and experience. But you have the potential for even greater impact and a more satisfying legacy. What will it take to multiply your positive impact - in the business, for your people, and in the world at large? Join Richard Medcalf, Founder of Xquadrant, and high-impact CEOs from some of the world’s most exciting firms - for a perspective-shifting conversation at t ...
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Let's be honest: building a company from nothing is freaking hard. It has been for me. I grew my company Accelity from 0 to 7 figures with no partners and no funding. I'm also a startup mentor, a speaker, and a dedicated mother of three. Welcome to The Art of Entrepreneurship podcast—I’m your host, Jackie Hermes. Listen in as I share all the mistakes I’ve made and, more importantly, what I’ve learned from them, with no fluff, and no rose-colored glasses. The Art of Entrepreneurship is a show ...
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MarketoApp podcast is for Growth Hackers, Digital Marketers and Product Managers. Here you'll only listen about Growth and Marketing. We believe that only to do the right marketing is not the best way to grow, it used to work way back in early days of digital marketing era. Now every channel and your audience is mature, you also need to mature your strategy to be in industry and show the growth.
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We believe Mission and Margin is the business of healthcare. Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin. Each discussion includes a healthcare executive and innovator concentrating on the same problem. Think “Nightline” or “How I Built This” just for healthcare. Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Exec ...
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The Accord Research Alliance Podcast

The Accord Research Alliance Podcast

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The Accord Research Alliance podcast brings you short but powerful conversations with innovators who are committed to measuring what matters in Christ-Centered relief, development, and advocacy. Hosted by Nathan Mallonee and Rodney Green.
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Send us a text AI Revolutionizing Customer Education: Insights from Kristine Kukich In this enlightening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger dive deep into the transformative impact of AI on customer education with guest expert Kristine Kukich, principal owner of The Training Sherpa. Kristine share…
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How can you increase your net retention rate by 20%? Discover insights from Johan Nilsson, CEO of a leading customer success platform. Explore the transformative approaches that propelled his company beyond the average retention rates, diving into real-life strategies and cultural shifts that make a tangible difference. Click here to watch the epis…
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Episode 238: In what appears to be a paradox, Verizon is accelerating its responsible AI journey through a measured, deliberate approach—ensuring its technology is primed to enhance customer experiences when they matter most. Verizon isn’t rushing to put AI in front of customers. Instead, they’re deliberately building trust, refining data quality, …
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Send us a text Mastering the Customer Journey: Insights from Freshworks' Preethie Vimalan In this insightful episode of the Customer Success Playbook Podcast, host Roman Trebon engages in a thought-provoking conversation with Preethi Vimalan, Manager of Onboarding at Freshworks. Preethi shares her expertise on the five key phases of the customer jo…
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Discover essential strategies for becoming a top-tier Customer Success Manager (CSM) with Ifat Lev! Learn how to define success criteria, align business objectives with customer goals, and implement value-driven CSM frameworks effectively. Want to get access to Ifat Lev’s exclusive framework? Join our Mastermind program: https://bit.ly/jointhecusto…
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What are the skills you'll need to develop in your business, in an AI world? This is the question Richard explores with today's guest. Tim Smeaton is the CEO and Co-Founder of Kubrick Group, a company that helps organizations realise the value of data, AI, and cloud technology. In this conversation, you’ll learn: Why Tim recommends you "ignore amaz…
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importa…
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Have you implemented a Customer Champion program yet? Andrea Galvez, VP of Client Success at Lionize, shares her expert insights on driving growth through enhanced client engagement with her Customer Champion program. In this must-watch episode, Andrea discusses the pivotal role of engagement strategies, her innovative approaches to reducing churn,…
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Send us a text In this special edition reviewing 50 episodes of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger take a moment to celebrate a significant milestone. The duo reflects on their journey from the podcast's inception in March 2023 to their 50th release in August 2024, sharing insights into the evolution of thei…
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Send us a text In this episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger delve into the often-overlooked realm of Partner Success within the SaaS industry. Joined by Pauline Van Backle, Partner Success Manager, and Karen Siddiqi, Senior Director of Partner Success at Five9, the discussion explores the strategic …
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This episode of The Art of Entrepreneurship is for anyone who’s juggling the chaos of building a business while keeping their relationship intact. My guests today are Gunjan and John, a power couple who built a thriving business together. Gunjan, John, and I discuss how they balance their roles, handle the inevitable disagreements, and navigate the…
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Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices. Click here to watch the video on …
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How does democratizing intelligence enhance productivity and drive smarter decision-making? Murli Buluswar, Citigroup’s Head of Analytics for the US Personal Bank, joins host Rob Markey to explore Citi’s strategies for democratizing intelligence. Murli emphasizes building a conversational intelligence platform that enables proactive and reactive in…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Irit Eizips, a world-renowned expert in customer success strategies and the mastermind behind Keep Your Customers. With accolades, including Top Customer Success Strategist of 2024 and induction into the CX Hall of Fame in 2023, Iri…
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This episode of The Art of Entrepreneurship is for anyone who feels like they’re perpetually drowning in their to-do list and can’t catch a break. I recently read Greg McKeown’s book, Effortless, and I sped through it because I really needed to hear his lessons. We’ll talk about shifting from "Why is this so hard?" to "What if this could be easy?" …
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How can telemetry data and capability adoption scores drive higher net retention? Join Irit Eizips in an engaging conversation with Akash Singh, the head of customer success for Asia-Pacific and Japan at Software AG. Discover how Akash has transformed customer success through innovative strategies like capability adoption scores and telemetry data …
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Kevin Maufer, Principal Consultant and Fractional Leader at CX Services. With over 25 years of experience in customer-facing roles, Kevin shares his expertise on the critical importance of defining and aligning on an Idea…
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This episode of The Art of Entrepreneurship is a follow-up from last week’s conversation about elevating your company culture with an internal Net Promoter Score (NPS) survey. This week, I’m joined again by Jenny Weeden, my business partner and President at Accelity. We discuss how we’ve made personal and cultural changes in the business to promote…
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How can implementing a CSM pooled model enhance scalability and efficiency in customer success operations? For leaders looking to optimize team resources and improve customer engagement, Jeff Kinne will help you understand this strategy is crucial. Click here to watch the video on YouTube! 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover how a CSM pooled model can drasticall…
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Send us a text In the latest episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interviewed Swati Garg, a renowned entrepreneur and thought leader in customer success (CS). The discussion delved into the evolving role of CS leaders, highlighting the shift from reactive to proactive strategies, the increasing impo…
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Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry expe…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Alok Shukla, co-founder of FunnelStory, to discuss how AI and data analytics are revolutionizing customer success. FunnelStory is a platform that provides product funnel intelligence to optimize conversion, adoption, renewal rates, …
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This episode of The Art of Entrepreneurship is for anyone who wants to know what their team is really thinking (but is too afraid to ask). A Net Promoter Score, or NPS, is a common tool for measuring customer experience. It asks customers to rate how likely they are to recommend a brand to a friend on a scale of 1 to 10. We applied the same concept…
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Dive into a riveting conversation with Krishna Raj Raja, the visionary Founder and CEO of Support Logic, as he unveils the game-changing fusion of Customer Success and Support roles in the era of AI. Discover how embracing these changes can revolutionize customer service experiences and empower businesses to thrive in the digital age. Join us for a…
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That's what Richard Medcalf explores with Michael Riedl, the CEO of Team Internet. The business was founded in 1996 as a web services company distributing domain names, until Michael led a strategic charge to double-down on new solutions including online marketing. In this conversation, you’ll learn: The story of how they acquired 17 businesses in …
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Send us a text In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.…
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Are we ready to say goodbye to the NPS score? Stephen Fulkerson, VP of Research and Advisory at TSIA, shares his groundbreaking framework, the KORE score, designed to assess various aspects of customer success and provide insights into organizational performance, customer satisfaction, and retention. The KORE Score - Keeping Organizational Outcomes…
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Episode 236: When telecom rivals offered lower rates and bigger networks, Macquarie bet big on customer loyalty—and won. David Tudehope, Macquarie Technology Group’s CEO, joins Rob Markey to discuss Macquarie’s competitive differentiator: a bold, customer-centric approach. David co-founded Macquarie to prioritize exceptional customer experience ove…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger sit down with Ravi Bulusu, the co-founder and CTO of TheLoops. Ravi shares insights on how TheLoops, an AI-driven intelligence support operations platform, is revolutionizing customer support by providing real-time data integration and anal…
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Sanjeet Bali shares her journey of transforming a struggling customer success practice into a revenue-generating powerhouse. Learn how she monetized customer success, generating millions in revenue through strategic alignment, team building, and value realization. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Discover Sanjeet Bali's journey of transforming a failing customer succe…
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In this conversation, you’ll learn: How Logan (and Richard) relate business and faith How to 'wow' people and build a powerful network of 6000 people (it's simple, but not always easy) The three big decisions everybody needs to address How Logan has built a culture of excellence that resulted in a Net Promoter Score "so high its almost unbelievable…
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What is a Customer Success Operations team and why do you need one? Ben Krefting, Chief Customer Officer at Cross River, shares invaluable insights from his extensive experience, shedding light on the strategies that have proven effective in scaling customer success operations and significantly improving customer experience. 𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒 - Ben's uniq…
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Send us a text In this episode of the Customer Success Playbook podcast, we're excited to host Samuel Cummings, CEO of DataPlant, who is at the forefront of revolutionizing customer success through AI and data science. Samuel shares his fascinating journey from being a data scientist at Gainsight and LinkedIn to founding DataPlant, a company dedica…
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In this episode of The Art of Entrepreneurship, Jackie talks about 10 common leadership patterns that can hurt teams. From shiny object syndrome to retaliation and more, Jackie talks through how to become a better leader and grow out of bad habits. If you like this episode, check out these resources. Podcast: The professional habits that stop you f…
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How can executive advisory boards transform your company's approach to Customer Success? In this episode of the CSMP Podcast, Irit Eizips and Mike Marchetti, Chief Customer Experience Officer at DRB, discuss the pivotal role these boards play in driving growth and enhancing customer engagement. With a background in Silicon Valley, Mike offers inval…
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Episode 235: In 2012, T-Mobile lost nearly two million customers. Its revenue fell precipitously. Its situation seemed hopeless. Then came a new CEO with an audacious plan and a penchant for F-bombs. Jon Freier, president of T-Mobile’s US Consumer Group, joins host Rob Markey to share his firsthand account of the remarkable corporate turnaround. Jo…
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In this episode,- Richard Medcalf speaks with Björn Thorngren, the CEO and co-founder of MEDS, a leading online pharmacy in Sweden. MEDS has been the fastest-growing Swedish company (2018-2021) according to the Financial Times, having grown in 6 years to 800,000 customers with a brand recognised by 50% of people. In this conversation, you’ll learn:…
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Send us a text In this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding, making it smoother and more effective through its innovative platform. Peter shares his j…
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This episode of The Art of Entrepreneurship is for anyone who has or is thinking about bringing in a partner in your business. My guest today is Jenny Weeden, President of Accelity and former pod guest. Jenny and I discuss the origin stories of our journeys with Accelity, the personal and professional growth we’ve experienced together, and how to n…
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Are you contemplating a leap into a customer success role or pondering a career shift within the tech landscape? This episode is tailor-made for you! We're thrilled to feature Imro Budhoo, Director of Customer Success Europe at Basware, and Waseem Shaikh, Manager of Customer Success at BrowserStack. They're here to unfold their transformative journ…
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Send us a text In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger welcome Nik Mijic, founder of Matik, to discuss innovative solutions for automating data-driven content creation. Matik's platform simplifies the generation of personalized metrics, text, tables, and charts for presentations, enabling custo…
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“That wasn’t my intention”... I hear this a lot. Heck, I’ve said it a lot. As humans, it’s in our DNA to engage with each other, and because we’re humans, that engagement can be messy. So when our good intentions get perceived as negative, that can hurt. In this episode of The Art of Entrepreneurship, I dig into a recent example of how my good inte…
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Dive into the depths of the Customer Success career path and uncover career development insights with Christine Boermeester, Senior Director of Customer Success at Deltek, on this enlightening episode of the CSM Practice Podcast. Christine, a true mastermind in the CS domain, shares her invaluable experience with Deltek's groundbreaking approach to…
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Send us a text Get ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world. First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's k…
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Are you a founder who is raising money—or thinking about raising money in the future? This episode is for you. My guest today is Alex Chompff, an entrepreneur and investor whose ventures include a fund for underrepresented founders, namely women and entrepreneurs of color. Alex and I discuss why these communities are typically passed over for inves…
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Discover the transformative power of AI tools in customer support with industry experts Irit Eizips and Boaz Arbel. Gain insights into how Gen AI enhances support services and drives proactive strategies for efficient and advanced support teams. Explore real-world examples showcasing AI's impact on response quality and streamlined processes. Key Hi…
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