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Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst)
Manage episode 414360001 series 3373995
Nội dung được cung cấp bởi Josh Schachter - UpdateAI. Tất cả nội dung podcast bao gồm các tập, đồ họa và mô tả podcast đều được Josh Schachter - UpdateAI hoặc đối tác nền tảng podcast của họ tải lên và cung cấp trực tiếp. Nếu bạn cho rằng ai đó đang sử dụng tác phẩm có bản quyền của bạn mà không có sự cho phép của bạn, bạn có thể làm theo quy trình được nêu ở đây https://vi.player.fm/legal.
Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.
Timestamps
0:00 - Preview, BS, & Meet Seth Terbeek
4:05 - Effectiveness of phone calls and texting in a business setting
7:06 - What is Customer Transformation?
11:40 - Creating a customer transformation department to increase renewal dollars
16:40 - Sharing customer information cross-functionally and centralizing information
20:44 - the need for focusing on managing accounts and addressing friction separately
26:46 - Finding the right customer experience balance
30:00 - Customer Transformation Goals 2024
32:36 - Change management and training for using Plan Hat effectively
34:10 - Plan Hat coffee and its Swedish origins
36:46 - Failing forward, creating safe spaces, and customer-centric thinking
41:30 - Recognizing areas for improvement, & customer journey map
47:06 - CS Meetup, London
48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop
50:30 - Closing
___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Seth Terbeek: https://www.linkedin.com/in/sethterbeek/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
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______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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