Description

In this episode, Ross and John chat to Jeff Cofield, the Guru in all things Engineering, Services and Customer Success. Jeff has managed teams globally across North America, APAC and EMEA. Jeff has done Customer Success long before it was cool for global organizations such as American Express, Motorola, Quest, Dell and BMC.

Jeff talks about:

• Doing Customer Success before Customer Success was even cool!
• Who is your customer? External Vs Internal in a 6,000 person company.
• Why the term “trusted advisor” is too overused and ineffective?
• How do you manage the Sales Engineer to Sales Ratio and how to work with yours as a Sales Rep?
• Why is demoing bad?
• When does your customer provide an ROI and why are you onboarding the wrong customers?
  

John asks why it is that people are not taking advantage of 80% of the software they’ve paid for. It’s not just for the sake of churn management but more importantly because customers are not seeing the business impact they deserve. We then explore how we can use AI to front load and predict customer events ahead of time and proactively lead with value.

• Why no news is always bad news in SaaS Customer Success?
• How do you deliver globally with local expectations?
• What does a successful customer onboarding look like?
• What mediums do people expect to be served through today?
• Why it’s all of our jobs to make our ‘Customers Successful’?
  

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