Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making.

Timestamps:

0:00 - Preview

1:56 - BS & Intros

7:20 - Overlap of Cybersecurity & CS

11:54 - 80% of AI is Getting Data in the Right Format

18:52 - Business Intelligence for CS Teams

20:30 - Do CSMs Need a Data Mindset?

22:45 - Pendo Isn't Designed for CSMs

26:40 - Importance of Understanding Personas

28:40 - Good Food. Good Business. Good Life.

34:34 - Do Traditional CS Platforms Solve Real Problems?

46:46 - Closing

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Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

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👉 Connect with the guest

Alok Shukla: https://www.linkedin.com/in/akshukla/

👉 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/

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Keywords:

How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Pendo, FunnelStory, Data mindset, Customer success platforms, Alok Sharma, customer progression, technology adoption, cybersecurity, big data analysis, human interactions, behavioral insights, business intelligence, data mindset, customer relationships, in-person meetings, post-COVID era

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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.