Value Realized, Customer Success Podcast

Value Realized, Customer Success Podcast

The Value Realized, Customer Success Podcast uncovers perspectives that shape tomorrow’s strategies and tactics in Customer Success. Value Realized caters to individual contributors, managers, directors and leadership in the field by providing thoughtful insight and context on how professions deliver more value to their customers. Value Realized will help uncover trending best practices, thought provoking strategies, how to build a brand/career in CS and how to deliver impactful experiences to those around us. This is the for the customer success community, this is our podcast.

Episodes

February 26, 2020 6 min

Team,

Thanks for hanging in there! I'm doing my best to keep the Value Realized, Customer Success Podcast alive. I recently stepped into a new role that requires me to flex my strategic muscles even further. With the current headspace I'm in, I'd like to add value to the Customer Success community in a new and meaningful way. 

I'm introducing a new alternative format whereby I invite guests onto the Podcast to, yes hi...

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Everything changes when everything changes - so how the hell do you navigate the changing change? In customer success there are varying speeds at which change is occurring. Whether you're moving your Solutions Engineers to your Customer Success Organization (nice call out in the episode, Dave!), building a consulting arm or solidifying the strategic long term direction of your customer success managers or anything/everything in...

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In the customer success space, the Customer Success formula coined or at least heavily championed by GainSight (CX+CO=CS) has gained a lot of traction over the past year. Despite the growing popularity, I've been shocked to see the many liberal interpretations of both CX and CO. In my opinion, there's one Customer Success leader who seems to have a firm understanding of these components both equally in theory and in...

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According to Evia, (cited by Small Business Trends) women make up less than 20 percent of U.S. tech jobs, even though they make up more than half of the U.S. workforce. According to McKinsy and Company, Gender diversity is correlated with both profitability and value creation. Like gender diversity, top-team ethnic and cultural diversity is correlated with profitability. In the most crude business terms - more diversity means more ...

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Take two deep breathes, in and out, with a three second pause in between. Close your eyes and imagine you wake up in the morning fully engaged, you feel "on" like nothing in your day is going to deter you from unleashing your full potential. You're actually excited to get in front of your laptop, to walk into your meeting, or handle any situation that would have previously given you anxiety. Any pressure of "not bei...

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At SaaS companies (or really any kind of company), processes at their best are efficient, dynamic and easy to understand. At their worst, processes create a bureaucratic maze that drive you crazy and provoke you to throw your hands up in disbelief that something so incredibly convoluted is preventing you from doing your job well. There’s a balance to be struck. With Customer Success how do you create enough boundaries to foster pro...

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Often times Customer Success organizations have been born out of companies that are  established with decades of experience. These companies have typically undergone some sort of re-invention to be solely focused on preventing churn (fancy or hideous word for cancellations), helping customers achieve business outcomes within the influence of the companies products and services and to create advocates for the business. This transfor...

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Intuitively one might not expect a rapidly improving and expanding technology like virtual reality (VR) to drive us closer to human connection. Yet the Head of Customer Success at STRVR, Rich Wang, presents an incredibly strong and relationship focused approach to his work. In this episode of the Value Realized Customer Success Podcast, Rich’s expertise and distinct strategies are highlighted as he discusses the challenges and oppo...

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Previous research suggests that increasing customer retention by 5% can increase profits by 25% to 95%. However there's a gap between where companies are today and where they want to be tomorrow. According to a recent survey published by UserIQ, 50% of 450 SaaS leaders do not have formal user adoption programs and 70% said improving onboarding was a top priority this year. Customer onboarding is commonly accepted as a best prac...

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A rich dialogue with MetaCX Co-Founder and Chief Customer Officer, Dave Duke, on the methodology and guiding principles behind Business Outcome Management. The conversation begins with historical context of the rise of SaaS and the consequences for Customer Success in the subscription economy. Dave and I then discuss being “customer first” as a core principle, which propels us deeper into how Customer Success organizations can appl...

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In the introductory episode of the Value Realized podcast, your host Nate Fiedler explains the ways context influences how customers, customer success organizations and businesses define value. Nate outlines:

  • The need for context to provide value to your customers
  • How customer success managers can quickly capitalize on this opportunity 
  • What it means for customer success organizations to arm the rest of the business with their insight...
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