In this episode of the Customer Strategy Podcast, I'm talking with Kirt Manecke. Kirt is the author of the best-selling book SMILE Sell More With Amazing Customer Service. We had an interesting conversation about how Kirt has transformed the businesses he's run and worked for through incredible customer service. It's often the simple things that wh…

In this episode of the Customer Strategy Podcast, I'm talking with Sri Ganesan, Founder, and CEO of Rocketlane. Rocketlane helps businesses accelerate customer time to value by delivering a transparent, consistent, and delightful customer onboarding journey every single time. Sri and I had an interesting conversation about what it was like to have …

In this episode of the Customer Strategy Podcast, I'm talking with Gil Baumgarten, founder, and CEO of Segment Wealth Management. Gil built a billion-dollar advisory firm in less than 10 years on the back of incredible customer engagement strategies. Gil and I get into the specific strategies that have enabled his success. Here are some of the stra…

In this episode of the Customer Strategy Podcast, I'm talking with Howard Tiersky, author of the Wall Street Journal Bestseller: Winning Digital Customers, The Antidote To Irrelevance. Howard is one of the top 10 Digital Transformation Influencers in the world and has worked with brands like Verizon, NBC, Nutrisystem, Viacom, Avis, Universal Studio…

In this episode of the Customer Strategy Podcast, I'm talking with Wayne McCulloch who is the author of the brand new book: The 7 Pillars of Customer Success. This book is a blueprint for how to build a world-class Customer Success organization and should be read by every Customer Success professional. Wayne does a brilliant job of distilling his v…

In this episode of the Customer Strategy Podcast, I'm talking with Donna Weber who is a customer onboarding expert and the author of the book Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions. In our discussion, we talked about the need for an orchestrated customer onboarding, the 6 stages of an orchestrated …

In this episode of the Customer Strategy Podcast, I'm talking with Dana Soza who is the founder and CEO of customereverything.com. Dana has just released an e-book called How To Land & Succeed in a Customer Success Career: The Success Playbook for Your Employment Journey. Dana used Customer Success frameworks from me and other thought leaders to cr…

In this episode of the Customer Strategy Podcast, I'm talking with Matt Barnett, Founder, and CEO of Bonjoro. Bonjoro is a personalized video messaging service that can be used at specific points in your sales or customer success processes to engage in a meaningful way with your customers. The user is presented with a notification that something ha…

In this episode of the Customer Strategy Podcast, I'm talking with Ruben Rabago, Chief Customer Officer (CCO) at Intellum, and Greg Rose, Chief Experience Officer (CXO) at Intellum. Intellum is combining Customer Experience and Education to help large brands and fast-moving companies achieve the business outcomes that really matter. Ruben just join…

In this episode of the Customer Strategy Podcast, I'm talking with Shreesha Ramdas who is the co-founder of Strikedeck, which is now a Medallia company and serves as Senior Vice President and General Manager. Shreesha and I talk about how companies can better achieve retention, expansion, and advocacy in their customer base by utilizing customer he…

In this episode of the Customer Strategy Podcast, I'm talking with Alex Katzman, the chief growth officer at Enervee. Alex and I talk about how to develop a joint roadmap that's aligned between the customer and Enervee in a way that allows them to deliver value as soon as possible and help Enervee grow down the line. Enervee provides Choice Engines…

In this episode of the Customer Strategy Podcast, I'm talking with Sara Bochino, Director of Customer Success at Integrate. Sarah and I got into an interesting conversation around how to build an executive sponsorship program that not only scales but also gets executives involved early in the process. With everything going on in the world today, yo…

In this episode of the Customer Strategy Podcast, I'm talking with Jennifer Chiang. Jennifer is the Director of Customer success at Yup. Jennifer and I got into an interesting conversation about the challenges she was facing when onboarding new employees in the company. Up to now, Jennifer has been able to spend a lot of time with every new hire in…

In this episode of the Customer Strategy Podcast, I'm talking with Maranda Dziekonski, the VP of Customer Success and People Operations for Swiftly. With everything that is going on right now with the global pandemic, Miranda and I talked about the challenges and some strategies for handling engagement and renewal conversations with their customers…

In this episode of the Customer Strategy Podcast, I'm talking with Jake Jorgovan. Jake is the founder and CEO of Content Allies, a firm that specializes in helping industry experts and consultants become thought leaders through content marketing. Jake and I got into an interesting conversation around how to drive the urgency and engagement of his c…

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In this episode of the Customer Strategy Podcast, I'm talking with Kelley Turner, the VP of customer success at Upland Kapost. Kelly and I got into a really interesting conversation around how to handle the turnover at the executive level of their accounts, and the reality is that at the leadership level of their clients, turnover is a constant cha…

In this episode of the Customer Strategy Podcast, I talk with Stephanie Stapleton, the VP of customer success at Udemy for Business. In this episode, we talk about adoption and specifically how the Udemy for Business CS team can engage their clients in a meaningful way throughout the entire customer lifecycle. We also cover how to make a small psyc…

In this episode of the Customer Strategy Podcast, I talk with Brett Andersen, the VP of Client Success at Degreed, a learning experience platform on a mission to 'Jailbreak the Degree’. Brett and his team of client success managers at Degreed are on a mission to inspire transformative learning practices in companies around the world. Brett and I go…

This episode of the Customer Strategy Podcast is a special one. I'm the guest on the show and I'm interviewed by my good friend Jake Jorgovan, who is the founder and CEO of a company called Content Allies. Jake and his team at Content Allies turn consultants into thought leaders through content marketing. So if you're an expert in your field, but n…

In this episode of the Customer Strategy Podcast, I talk with Joe Schmitt, the vice president of customer success at Upkeep Maintenance Management. Joe and I got into a really interesting conversation, as they have two primary tiers that their customers are on - a high-touch model and a low-touch model. We took a look at what the gold standard is t…

In this episode of the Customer Strategy Podcast, I talk with my good friend Gray Skinner, the CEO of MasterBorn Software. MasterBorn Software is a development outsourcing firm based in Poland that serves customers in Silicon Valley. Gray and I first met several years ago when he moved to Bend, Oregon, to become a professional triathlete. He ended …

In this episode of the Customer Strategy Podcast, I talk with Magnus Hillestad, the CEO & co-founder of Sanity.io. Sanity is a platform for structured content. It comes with an open-source editing environment called Sanity Studio that you can customize with JavaScript and a real-time hosted data store. They're essentially a developer tool that enab…

In this episode of the Customer Strategy Podcast, I talk with Coleen Bachi, the Customer Success Lead at Hotjar. Coleen and I had a fascinating conversation around prioritization. Hotjar operates in a one-to-many world, and there are so many different programs and areas that Coleen and her colleagues can focus on. However, she wasn't sure where the…

In this episode of the Customer Strategy Podcast, I'm talking with Angela Carmack, Director of Customer Success at Journeyfront. Journeyfront uses hiring data and machine learning to accurately predict candidate performance and retention. They offer a predictive hiring platform that helps teams make better hiring decisions through easily collecting…

In this episode of the Customer Strategy Podcast, I'm talking with John Bosch, Director of customer success at HqO. John and I get into a lot of really interesting topics because what he's dealing with is a B2B2C environment with his customers. And oftentimes, there are multiple companies involved with one individual customer. What we talk about - …

In this episode of the Customer Strategy Podcast, I talk about what customer strategy is and why it’s important to have one for your business. Deep down, we all want to be led. We want to have a prescriptive experience from an expert. We want someone who knows more about their functional area than we do, to tell us what we need to do that will get …