84: Kristi Faltorusso - Aligning Customer Success and Product Management

PRODUCTEA with Leah, Growth & Senior Leadership

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المحتوى المقدم من Leah Tharin. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Leah Tharin أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.

This Is Woman's Work with Nicole Kalil

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QUALIFIED: How Competency Checking and Race Collide at Work with Shari Dunn | 284 33:58

منذ 10 أيام33:58

التشغيل لاحقا

قوائم

إعجاب

احب

33:58

In this episode, we delve into the concept of being "qualified" in the workplace, examining who gets labeled as such, who doesn't, and the underlying reasons. We explore "competency checking"—the practice of scrutinizing individuals' abilities—and how it disproportionately affects underrepresented groups, often going unnoticed or unchallenged. Our discussion aims to redefine qualifications in a fair, equitable, and actionable manner. Our guest, Shari Dunn , is an accomplished journalist, former attorney, news anchor, CEO, university professor, and sought-after speaker. She has been recognized as Executive of the Year and a Woman of Influence, with her work appearing in Fortune Magazine, The Wall Street Journal, Ad Age, and more. Her new book, Qualified: How Competency Checking and Race Collide at Work , unpacks what it truly means to be deserving and capable—and why systemic barriers, not personal deficits, are often the real problem. Her insights challenge the narratives that hold so many of us back and offer practical solutions for building a more equitable future. Together, we can build workplaces and communities that don’t just reflect the world we live in, but the one we want to create. A world where being qualified is about recognizing the talent and potential that’s been overlooked for far too long. It’s not just about getting a seat at the table—it’s about building an entirely new table, one designed with space for all of us. Connect with Our Guest Shari Dunn Website& Book - Qualified: https://thesharidunn.com LI: https://www.linkedin.com/today/author/sharidunn TikTok: https://www.tiktok.com/@thesharidunn Related Podcast Episodes: How To Build Emotionally Mature Leaders with Dr. Christie Smith | 272 Holding It Together: Women As America's Safety Net with Jessica Calarco | 215 How To Defy Expectations with Dr. Sunita Sah | 271 Share the Love: If you found this episode insightful, please share it with a friend, tag us on social media, and leave a review on your favorite podcast platform! 🔗 Subscribe & Review: Apple Podcasts | Spotify | Amazon Music…

منذ عام واحد 47:19

MP3•منزل الحلقة

We explore effective onboarding strategies, the importance of aligning customer success with product development, and the necessity of quantifying challenges faced by customer success teams.

What’s the importance of defining effective KPIs for customer success, focusing on leading indicators rather than lagging ones? How DO we measure customer happiness? Is the NPS as useless as I believe it is?

takeaways

Onboarding strategies must focus on delivering value quickly by measuring time to value.
Consultative approaches to customer success add significant value.
Customer success teams often act as advocates for product improvements.
Focus on leading indicators for customer success.
Customer segmentation should be based on use cases, not just size.

Chapters

04:45 Understanding Customer Success and Onboarding Strategies

09:48 The Role of Customer Success in Product Development

14:50 Bridging the Gap Between Customer Success and Product Teams

19:56 Quantifying Customer Success Challenges and Solutions

23:41 Understanding Product Impact on Business Metrics

28:19 Defining Effective KPIs for Customer Success

33:06 Measuring Customer Engagement and Value

38:07 The Myth of Customer Happiness

43:11 Data-Driven vs. Data-Informed Decisions

Send us a text

Leah on Linkedin / Twitter / Youtube

96 حلقات

#Business #Leah Tharin #Productledgrowth #Productledsales #Plg #Pls #Growth #Scaleups #MBA #Entrepreneur #Productivity #ProductLed #Startup

84: Kristi Faltorusso - Aligning Customer Success and Product Management

PRODUCTEA with Leah, Growth & Senior Leadership

published منذ عام واحد

MP3•منزل الحلقة

We explore effective onboarding strategies, the importance of aligning customer success with product development, and the necessity of quantifying challenges faced by customer success teams.

takeaways

Onboarding strategies must focus on delivering value quickly by measuring time to value.
Consultative approaches to customer success add significant value.
Customer success teams often act as advocates for product improvements.
Focus on leading indicators for customer success.
Customer segmentation should be based on use cases, not just size.

Chapters

04:45 Understanding Customer Success and Onboarding Strategies

09:48 The Role of Customer Success in Product Development

14:50 Bridging the Gap Between Customer Success and Product Teams

19:56 Quantifying Customer Success Challenges and Solutions

23:41 Understanding Product Impact on Business Metrics

28:19 Defining Effective KPIs for Customer Success

33:06 Measuring Customer Engagement and Value

38:07 The Myth of Customer Happiness

43:11 Data-Driven vs. Data-Informed Decisions

Send us a text

Leah on Linkedin / Twitter / Youtube

96 حلقات

#Business #Leah Tharin #Productledgrowth #Productledsales #Plg #Pls #Growth #Scaleups #MBA #Entrepreneur #Productivity #ProductLed #Startup

كل الحلقات

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96: Lidia Oshlyansky - 3 Skills That Outlast Any Tech Shift 58:12

منذ 11 يومًا58:12

58:12

Lidia Oshlyansk reflects on navigating decades of tech evolution - from webmaster days to AI - and shares tactical advice for product operatives. Drawing parallels between today’s AI boom and past shifts (web/mobile revolutions), we talk about transferable skills (negotiation, systems thinking) over fleeting tools, debunks "future-proofing," and advocates curiosity-driven adaptability . Key Timestamps 01:58 - Lidia’s unconventional path: From "business architect" to CPO roles at Spotify/Google 04:07 - Case Study: How "information architects" evolved into modern UX strategists 08:51 - Reality Check: "GPT-5 won’t fix human-centered leadership" (critical systems thinking) 14:21 - Data Point: 27 COBOL developer jobs in Sweden today (adaptation > prediction) 20:21 - Framework: Transferable skills that outlast tools (with PM/UX examples) 27:46 - Leadership Hack: Building "future-proof" teams through skill adjacency mapping 34:39 - Candid Talk: Why existential crises plague tech leaders (and how to reframe them) 42:02 - Tactical Takeaway: "Block 30 min/week for AI upskilling – no agenda required" 50:26 - Counterintuitive: "Stop future-proofing careers – start curiosity-proofing" 3 Strategic Themes for GTM Leaders Navigating AI Disruption Why AI adoption curves mirror mobile/web revolutions1 The critical human skills that remain automation-resistant (e.g., negotiation, prioritization) Building Resilient Teams Identifying "evergreen" skills (e.g., information architecture → modern UX strategy)1 Creating psychological safety for continuous reskilling Personal Adaptation Playbook Curated peer learning networks > generic upskilling platforms Career capital vs. career comfort tradeoffs Quotes "Your ability to negotiate priorities with engineers/designers/execs is the ultimate transferable skill" – Lidia "We don’t need future-proof careers – we need curiosity-proof humans" – Leah Guest Background Current Role : CPO @ Gillian (building the world’s largest growth platform for founders) Career Highlights : Scaled products at Spotify, Google, and Eschew PhD in Human-Computer Interaction (early web/UX focus) Pioneer in animated GIFs and 1990s web design Send us a text Leah on Linkedin / Twitter / Youtube…

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95: Tal Raviv - AI for PMs: Stop Overthinking, Start Tinkering 48:41

منذ 18 يومًا48:41

48:41

From streamlining user research to improving cross-functional alignment, Tal Raviv shares practical tips for PMs to embrace AI without fear. The key? Start small, experiment often, and use AI as a thought partner - not a replacement. Whether it’s summarizing transcripts, building custom assistants, or leveraging tools like ChatGPT and Notion AI, the future of PM work isn’t about avoiding AI - it’s about mastering it. Key Takeaways AI Won’t Replace PMs, But It Will Change the Job: AI is a tool, not a threat. PMs who learn to use it effectively will thrive. Start Small & Iterate: Don’t wait for the “perfect” AI solution. Experiment with tools like ChatGPT, Claude, and Whisper to find what works for you. Cross-Functional Alignment Gets Easier: AI can surface insights from unstructured data, helping PMs align teams and avoid conflicts. AI as a Thought Partner: Use AI to generate ideas, simulate scenarios, and streamline workflows—but always stay connected to the raw data. The Future is Contextual: Tools like Notion AI and Slack AI are powerful because they have access to your company’s unique context. 01:36 - 04:16 Why Product Management Feels Less Fun (And AI Isn’t Helping) Tal dives into why product management has become less enjoyable in recent years, citing increased pressure, fewer PMs per team, and the added uncertainty of AI. He emphasizes the importance of staying hands-on and experimenting with AI tools to cut through the noise. 04:16 - 07:59 AI’s Impact on PM Workflows: From Discovery to Go-To-Market AI isn’t just changing how PMs work—it’s reshaping entire workflows, team structures, and even job applications. Tal breaks down the four key areas where AI is shaking things up and why PMs need to adapt quickly. 07:59 - 10:07 The Antidote to AI Fear: Small Experiments & Tinkering Instead of fearing AI, Tal advocates for small, hands-on experiments. He shares practical tips for PMs to start tinkering with AI tools, like dedicating time each week to test new tools and iterate on prompts. 10:07 - 14:20 AI for User Research: Summarizing Transcripts & Building Craft Leah and Tal discuss how AI can streamline user research, from summarizing transcripts to identifying key insights. Tal emphasizes the importance of iterating on prompts and staying connected to the raw data to maintain product intuition. 14:20 - 18:25 Trusting AI Outputs: When to Double-Check & When to Let Go Leah shares a practical tip: test AI with data you already know well to gauge its accuracy. Tal adds that even when AI gets it right, PMs should still engage with the raw data to keep their intuition sharp. 18:25 - 22:54 Cross-Functional Alignment Made Easier with AI AI can help PMs connect the dots across departments, like spotting conflicts between marketing campaigns and product launches. Tal and Leah discuss how AI can surface insights from unstructured data, making cross-functional collaboration smoother. 22:54 - 27:14 Building Custom AI Assistants: From SQL Queries to API Docs Leah shares how she built a custom ChatGPT bot to handle SQL queries and API documentation, saving hours of manual work. Tal highlights the importance of giving AI context to make it truly useful. 27:14 - 29:53 AI Isn’t Magic: Start Small & Iterate Tal debunks the myth that AI requires “magic spells” (aka perfect prompts) to work. He encourages PMs to start small, iterate, and not overthink the process. Send us a text Leah on Linkedin / Twitter / Youtube…

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94: Julia Chatain - Misconceptions and How to Crush Them like a Scientist 53:13

منذ 26 يومًا53:13

53:13

Senior Scientist Julia Chantin unpacks how cognitive biases and flawed feedback loops sabotage learning—and why SaaS leaders need to care. From debunking misconceptions (like why “proving” someone wrong often backfires) to the power of embodied learning, Julia reveals how diverse perspectives and physical interaction drive breakthroughs. Learn actionable strategies to challenge assumptions, build resilient teams, and design products that align with how humans actually learn - not just how we think they do. "We need to reward effort, not just success." 01:20 - 07:30 Why Feedback Loops Fail (And How to Fix Them) Julia breaks down why homogeneous feedback reinforces biases, the danger of “echo chambers,” and why SaaS teams need diverse perspectives to challenge assumptions. 07:30 - 14:45 Embodied Learning: The Science Behind VR, Physicality, and Retention Deep dive into Julia’s research: How physical interaction (e.g., movement, touch) reshapes learning, why traditional education often misses the mark, and implications for SaaS product design. 14:45 - 22:00 From Theory to Practice: Actionable Strategies for Leaders Tactical advice: Building resilient teams, designing experiments that embrace failure, and fostering curiosity over “convincing.” Includes Leah’s relatable analogies (e.g., gym consistency vs. learning). 22:00 - 28:50 The Emotional Side of Learning: Fear, Identity, and Incentives Julia explains why emotional engagement matters (e.g., imposter syndrome, fear of failure), and how leaders can align incentives with sustainable learning processes. 28:50 - 33:00 Key Takeaways & Closing Julia’s final wisdom: Why “explaining to understand” beats “explaining to convince,” and how SaaS leaders can start small (e.g., toy projects, cross-functional feedback). Send us a text Leah on Linkedin / Twitter / Youtube…

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93: Emily Kramer - The Death of Marketing Channels 52:45

منذ عام واحد52:45

52:45

The amazing Emily Kramer talks with me about B2B Marketing, the rise and fall of influencer marketing, and the challenges of navigating the 2025 social media noise. What does the future of marketing look like while everything changes so rapidly? takeaways Influencer marketing is becoming less effective. Sound Bites "The death of channels might be more accurate." "You have to figure out your strengths first." "You need to shut up about the other things." "Don't run your startup like an enterprise." Chapters 00:00 Understanding Marketing Channels 05:06 The Evolution of Marketing 10:07 Influencer Marketing in B2B 15:13 Navigating the Noise of Social Media 19:58 Identifying Unique Marketing Advantages 25:13 The Importance of Focus in Marketing 26:39 Navigating Brand Messaging and Differentiation 29:02 The Importance of Focus in Marketing Strategies 31:11 Balancing Ideas and Execution in Marketing Plans 33:05 Marketing as a Product: A New Perspective 35:51 Lifecycle Marketing: Engaging Existing Customers 39:20 Rethinking Marketing Goals and Metrics 42:39 The Evolution of Marketing Structures 45:02 The Future of Marketing: Innovation and Adaptation Send us a text Leah on Linkedin / Twitter / Youtube…

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92: Kris Rudeegraap - New Marketing Channels for 2025 and Product-Led Sales 49:23

منذ عام واحد49:23

49:23

Kris Rudeegraap, Co-CEO of Sendoso, talks about Sendoso’s journey from plg to sales-led back to plg and what all of this has to do with personal branding in B2B marketing. Why is Sendoso betting on physical advertising channels like gifts and direct mail as a provider, and what does he see the future of getting attention from the market looking like with AI changing everything? Takeaways Companies are exploring underutilized marketing channels for 2025. Direct mail and gifting are emerging as effective marketing strategies. The evolution of Sendoso reflects the need for both sales-led and product-led growth. Sales and product-led growth must be balanced for success. Sound Bites "The inbox on LinkedIn is broken." "Resumes are almost dead." Chapters 00:00 Exploring Underutilized Marketing Channels 05:00 The Evolution of Sendoso: From Sales-Led to Product-Led Growth 09:49 Navigating the Challenges of Product Development 13:50 The Importance of Personal Branding in B2B 20:11 The Future of Content Creation and Marketing Strategies 24:39 The Evolving Landscape of Business Growth 25:57 Rethinking Go-to-Market Strategies 27:48 The Renaissance of Employee Education 29:44 Building a Sustainable Outbound Engine 31:10 Balancing Sales and Product-Led Growth 33:20 Navigating Customer Success and Sales Dynamics 35:35 The Future of Account Management 38:26 AI Agents in Customer Interaction 41:43 The Integration of AI in Customer Support 43:37 The Expanding Definition of Go-to-Market 45:31 The Future of Cross-Functional Teams 47:27 The Role of AI in Product Optimization Send us a text Leah on Linkedin / Twitter / Youtube…

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91: Dave Kellogg - Organizational design: Signs of Health vs. Conflict 1:01:10

منذ عام واحد1:01:10

1:01:10

“The only time where I saw all the VPs align is when they all hated the CEO” Why do we keep getting organizations wrong? How should you think about your team, the team of teams, and the organization you’re in? Our five principles of organizational design and how to navigate growth and scaling challenges, particularly in startups. takeaways Growth should be a collective responsibility across all departments. High internal conflict is a sign of poor organizational health. C-level executives must act as translators between departments. Internal curiosity is as important as external curiosity. Smaller companies often scale too quickly without solid foundations. Founders should maintain humility about what they don't know. Sound Bites "We start out with a high-level idea, then complicate it." "You should measure MQLs, not celebrate them." "Make sure you're alive to fight in the next round." Chapters 00:00 Understanding the Dual Role of a CMO 06:08 The Ownership of Growth: A Collective Responsibility 12:12 Organizational Design: Indicators of Health and Conflict 17:51 The Complexity of Metrics and Data Overload 23:56 Cross-Functional Collaboration: The Role of C-Level Executives 30:38 The Importance of Internal Curiosity 31:36 Lessons from the GE Hawthorne Experiments 32:32 Feedback and Communication in Organizations 34:21 Five Principles of Organizational Design 36:14 Designing for Healthy Conflicts 37:40 Rethinking Marketing Qualified Leads (MQLs) 40:02 The Role of Incentives in Organizational Success 42:17 Establishing Fail-Safe Processes 44:13 Challenges Faced by Smaller Companies 45:08 The Need for Humility in Startups 48:57 The Complexity of Large-Scale Projects 50:50 Understanding Time vs. Money in Enterprise Sales 52:00 Practical Advice for Implementing Change 56:41 Managing Big Projects Effectively 59:01 Staying Alive in the Competitive Landscape Send us a text Leah on Linkedin / Twitter / Youtube…

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90: Harini Gokul - How to keep things "simple" at scale 57:41

منذ عام واحد57:41

57:41

The evolution of sales models, the critical role of customer success in driving revenue, and the responsibilities of C-level executives in fostering cross-functional collaboration with Harini Gokul, CCO @ Entrust, from a first principle perspective. The challenges of implementing product-led sales strategies and the importance of simplifying metrics for effective decision-making. Why traditional customer metrics don’t work that well anymore and why it’s all about two things in business, no matter the scale: Securing and growing customers. Takeaways C-level roles require a focus on company-wide outcomes, not just departmental interests. Cross-functional problems often feel dangerous with little upside. Sales teams often lack the skills to interpret data effectively. Transforming organizations requires a willingness to challenge the status quo. Sound Bites "Revenue happens everywhere." "What does good look like?" Chapters 00:00 Rethinking Sales Models for Modern Business 12:04 The Role of Customer Success in Revenue Generation 24:06 Understanding C-Level Responsibilities and Cross-Functional Collaboration 28:19 Bridging Data Silos in Organizations 32:34 The Challenge of Product-Led Sales 36:47 Simplifying Metrics for Better Decision Making 39:11 Rethinking NPS and Customer Success Metrics 42:56 Time to Value: A Key Metric for Success 46:48 External Benchmarks and Customer Perspectives 49:40 Transforming Organizations for Modern Business 55:50 Closing Thoughts and Future Connections Send us a text Leah on Linkedin / Twitter / Youtube…

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89: David Yockelson - Revolutionizing Sales with Interactive Demos 51:48

منذ عام واحد51:48

51:48

We explore the rising significance of interactive demos in B2B SaaS. How these demos serve as a bridge between potential buyers and products, improving all relevant pipeline numbers. The evolution of demo technology, the role of Gen.AI in enhancing demo creation, and the shifting dynamics of the sales process towards a more self-service model. How does the future of marketing in a product-led world look like for Sales? Takeaways Gen.AI will revolutionize demo creation and usage. The market for interactive demos is expanding rapidly. Buyers prefer to explore products independently before engaging sales. Budget holders are becoming more flexible and decentralized. Value-driven marketing will replace traditional methods. Sound Bites "Interactive demos are a stepping stone towards PLG." "Stop playing with words, play with value." Chapters 03:57 Defining Interactive Demos 09:46 The Evolution of Demo Technology 14:02 The Impact of Gen.AI on Demos 20:04 The Future of Sales and Interactive Demos 26:05 The Evolving Role of Sellers in Tech Sales 27:05 Changing Dynamics of Budget Holders 28:54 The Shift in Market Approach 30:15 The Importance of Market Understanding 32:05 Navigating the Competitive Landscape 33:32 The Power of Buyer Enablement 34:32 The Role of Interactive Demos 36:50 The Future of Interactive Demos 39:22 The Impact of Interactive Demos on Sales 41:13 The Fragmentation of the Interactive Demo Market 44:05 The Integration of Sales and Product Analytics 48:50 The Future of Marketing in a Product-Led World Send us a text Leah on Linkedin / Twitter / Youtube…

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88: Teresa Torres - Under the hood of Solopreneurship 38:54

منذ عام واحد38:54

38:54

Teresa Torres offers a rare sneak peek behind the curtain of how she runs her business. How can you maximize your chances when you’re reaching out to people like us who have limited attention to go around? What is our pricing strategy for what we do, and how did we come up with it? How does Teresa’s demand generation differ from Marty Cagan's or mine? takeaways Coaching should be a mutual investment of time and resources. Not all requests for help are equal; specificity matters. Sound Bites "I charge a speaking fee to protect my energy." "Be brief when reaching out for help." Chapters 01:13 Understanding Introversion in a Social World 04:02 Setting Boundaries: The Challenge of Social Requests 08:15 The Value of Speaking Engagements and Energy Management 12:09 Crafting Effective Requests: The Importance of Specificity 15:27 Navigating the Landscape of Help Requests 20:30 Monetization and Value: Setting the Right Price 30:12 The Evolution of Pricing Strategies 37:19 Final Thoughts: The Importance of Investment in Coaching Send us a text Leah on Linkedin / Twitter / Youtube…

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87: Francesca Cortesi - From Market fit to IPO 47:17

منذ عام واحد47:17

47:17

Why is it so difficult for most companies to shift gears after reaching product market fit? Why can’t we just keep doing what made us successful? Francesca Cortesi shares with me insights on the difficult journey from finding product market fit to getting to an IPO. We particularly explore the details of Hemnet, a Swedish B2B2C SaaS marketplace and how they dealt with this challenge. takeaways Defending existing revenue becomes a priority as companies scale. Diluting your value proposition can occur when scaling too quickly. Sustainable growth should be prioritized over rapid expansion. Post-market fit requires speed within control and structured decision-making. Founders must transition from product-centric to organizational leadership roles. titles From Market Fit to IPO: The Hemnet Journey Scaling Strategies for Product Leaders Navigating Growth Stages in Tech Companies The Role of Innovation in Sustaining Growth Sound Bites "It's a matter of taking down your ego." "Don't forget about your core product." Chapters 04:53 The Journey of Hemnet: From Startup to IPO 09:57 Navigating Company Growth Stages 14:57 The Importance of Innovation Post-IPO 20:09 Challenges of Scaling: CFO and CPO Perspectives 23:53 The Challenges of Scaling and Alignment 27:59 Mindset Shifts for Sustainable Growth 30:18 Navigating Post-Market Fit Dynamics 35:22 The Lottery Win: Managing Growth Expectations 39:34 Focus and Structure: Keys to Avoiding Pitfalls 44:27 B2B2C Dynamics: Balancing Customer Needs Send us a text Leah on Linkedin / Twitter / Youtube…

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86: Joan Palmiter Bajorek: Layoff Anxiety in Tech and Career Optionality 51:23

منذ عام واحد51:23

51:23

The pervasive issue of layoff anxiety in the tech industry, particularly in the wake of COVID-19, overvaluation and the rise of AI. Dr. Joan Palmiter explores with me the importance of networking and personal branding as essential tools for job security and career advancement. Are multiple income streams and optionality realistic to mitigate the fear of job loss? How does personal career development overlap with product management? The significance of networking and communication skills and the evolving field of AI and how to adapt to it. takeaways 70% of job seekers find opportunities through personal connections. It's important to be open and generous in networking efforts. Finding personal goals is crucial; not everything is monetizable. Continuous learning and adaptation are vital in the tech landscape. Sound Bites "Don't stay in one lane; connect two lanes." Chapters 12:47 The Importance of Networking and Personal Branding 24:07 Exploring Optionality and Income Streams 26:10 Leveraging Product Management Skills in Diverse Fields 27:09 Finding Personal Goals: Money vs. Joy 28:31 The Importance of Passion in Career Success 30:34 Navigating Career Choices and Social Status 32:54 Building a Career Roadmap: Steps and Strategies 34:23 Overcoming Hurdles: Grit and Resilience in Career 37:18 The Art of Follow-Up: Networking and Communication Skills 41:00 Understanding AI: Getting Started in a New Field 46:28 The Future of AI: Learning and Adapting to Change Send us a text Leah on Linkedin / Twitter / Youtube…

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85: Wes Kao - Strategies for communicating with leaders 1:01:03

منذ عام واحد1:01:03

1:01:03

The nuances of executive communication and the importance of building buy-in for ideas with Wes Kao. The role of credibility, understanding bandwidth in conversations, and strategies for framing discussions to enhance clarity and reduce cognitive load. De-risking strategies to avoid surprises and the significance of celebrating good decision-making processes rather than just successful outcomes. Takeaways Working autonomously means communicating more, not less. Surprises in the workplace are generally unwelcome. Celebrate the process of good decision-making, not just results. Make your proposals easy for others to present. Communication should be proactive, not reactive. Chapters 01:51 Introduction to Wes Cowell and His Journey 02:51 Obsession vs. Discipline in Achieving Success 06:30 The Art of Executive Communication 07:51 Building Buy-In for Ideas 11:10 The Role of Credibility in Communication 15:24 Understanding Bandwidth in Conversations 19:34 Framing Conversations for Clarity 22:22 Reducing Cognitive Load in Communication 27:31 Cross-Functional Communication Strategies 30:51 Effective Communication in Leadership 34:06 De-risking Proposals and Feedback Loops 39:38 Celebrating Good Decisions Over Results 44:10 The Importance of Rigorous Thinking 54:30 Preparing Others for Success in Presentations Send us a text Leah on Linkedin / Twitter / Youtube…

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84: Kristi Faltorusso - Aligning Customer Success and Product Management 47:19

منذ عام واحد47:19

47:19

Kristi Faltorusso, a CS executive and coach, joins me in this high-energy conversation about customer success-assisted onboarding, alignment, and the dreaded realities of cross-functional working with product & sales. We explore effective onboarding strategies, the importance of aligning customer success with product development, and the necessity of quantifying challenges faced by customer success teams. What’s the importance of defining effective KPIs for customer success, focusing on leading indicators rather than lagging ones? How DO we measure customer happiness? Is the NPS as useless as I believe it is? takeaways Onboarding strategies must focus on delivering value quickly by measuring time to value. Consultative approaches to customer success add significant value. Customer success teams often act as advocates for product improvements. Focus on leading indicators for customer success. Customer segmentation should be based on use cases, not just size. Chapters 04:45 Understanding Customer Success and Onboarding Strategies 09:48 The Role of Customer Success in Product Development 14:50 Bridging the Gap Between Customer Success and Product Teams 19:56 Quantifying Customer Success Challenges and Solutions 23:41 Understanding Product Impact on Business Metrics 28:19 Defining Effective KPIs for Customer Success 33:06 Measuring Customer Engagement and Value 38:07 The Myth of Customer Happiness 43:11 Data-Driven vs. Data-Informed Decisions Send us a text Leah on Linkedin / Twitter / Youtube…

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83: Tadas Labudis - Overcoming the fear of founder-led selling 54:33

منذ عام واحد54:33

54:33

Founder-led sales done well has a lot of power especially in product-led companies. Tadas Labudis shares his experiences with founder-led sales and how it helped him build confidence in the product and himself. How to embrace your vulnerabilities and the importance of leaving a positive impression in sales interactions while getting insights you would never get just by looking at data. How to balance product-led growth with effective sales strategies before its too late. takeaways Sales can be enjoyable once you find your own style. Calculated risks in entrepreneurship are often misunderstood as reckless. Product-led growth can coexist with sales-led strategies. The definition of product growth is evolving. Founder-led sales is crucial for early-stage startups. Hiring salespeople too early can be risky. Sound Bites "I learned to enjoy sales." "Entrepreneurship is not as risky as it seems." "You cannot hurry your clients." "Sales is about refining the ICP and messaging." "Product-led growth is about cost efficiency." Chapters 03:09 Understanding Risk in Entrepreneurship 05:59 The Psychology of Product Development 08:48 Balancing Product-Led and Sales-Led Approaches 12:06 Navigating Early Sales Challenges 14:52 The Importance of Customer Retention 18:11 Building a Product That Sells Itself 21:00 The Role of Paid Pilots in Sales 23:57 Leaving a Lasting Impression in Sales 27:36 The Power of Founder-Led Sales 30:26 Misconceptions About Sales and Selling Styles 33:16 The Importance of Personal Sales Experience 36:19 Leveraging Sales Insights for Product Development 43:01 Refining Messaging and Understanding Customer Expectations 48:03 Balancing Product-Led Growth and Sales Strategies Send us a text Leah on Linkedin / Twitter / Youtube…

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82: Maranda Dziekonski - When selling never ends - CS in 2024 and beyond 56:38

منذ عام واحد56:38

56:38

Maranda Dziekonski on the evolving landscape of customer success, the importance of driving value for customers, and owning revenue outcomes for a function that traditionally never has. Like product. Why the traditional role is shifting to a more integrated approach and how this works when “the sale never ends” We discuss the complexities of customer success, the impact of budget constraints on customer retention, and the importance of understanding customer churn. What it means to build around mission-critical services and having the correct timing to introduce customer success to a company. How does sales compensation integrate with customer success actions and how can we transition customers smooth between sales and customer success? What do “Head of” titles mean if anything? Without a doubt one of my favorite episodes I have ever recorded. takeaways The role of customer success is evolving to include revenue ownership. Customer success can be seen as an extension of sales but with a different approach. The sale never truly ends; it's an ongoing relationship. Customer success leaders need to demonstrate their impact on revenue. Customer success should be integrated into product development. Sales compensation should align with customer success goals. Sound Bites "Own revenue outcomes ." "The sale never ends." "A ‘head of’ is a lawyer for their function." Chapters 06:46 The Evolution of Customer Success 13:48 Revenue Ownership in Customer Success 19:57 The NPS Debate: Metrics and Insights 28:21 Understanding Customer Churn and Budget Constraints 31:08 The Role of Customer Success in B2B SaaS 33:59 When to Introduce Customer Success Management 36:14 Sales Compensation and Customer Success Integration 39:37 The Importance of Smooth Handoffs in Customer Success 40:34 Connecting Product Usage Data to Sales 45:22 Navigating Titles: Head of vs. VP in Organizations Send us a text Leah on Linkedin / Twitter / Youtube…

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