Daniel Cattini And Alex Truman

Shows

The European Startup ShowRav Dhaliwal, ex-head of Slack’s EMEA Customer Success on: How to Measure, Align and Drive Value through Customer Success[01:13] - What is customer success and what is it not?[06:32] - How do you align an organization to make customer success everyone’s business? [19:20] - When is the right time to introduce usage telemetry and analytics in an organization?[20:58] - How do you hire the customer success leader?[25:13] - What should your customer success organization should be based upon? [26:55] - How do you set up Customer success metrics or incentive system?[31:33] - How do you structure CS teams to align with the farming/account expansion vs purely engagement and customer satisfaction?[37:15] - What are the common mistakes companies make when it...2021-04-2147 min

Gain Grow RetainCreating customer success w/ Daniel Cattini and Alex TrumanJay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.2020-07-151h 13

Creating Customer SuccessCreating Customer Success - Episode 23: Kevin ScheperIn this episode, we were joined by Kevin Scheper, who is currently Vice President, Customer Success at Drift. Kevin shared some fascinating insights on his experience leading teams in Customer Success, Professional Services, Customer Engagement, and Voice of the Customer functions. Here we discussed how CS teams should be structured to drive outcomes, as well as the role that Drift is playing in driving Conversational Marketing.2020-06-161h 06

Creating Customer SuccessCreating Customer Success - Episode 22: Gemma EspineiraIn this episode we spoke with Gemma Espineira who is an experienced Software Executive, skilled in building and leading global post sales teams (Customer Success, Success Planning, Insight and Education services) with a focus on driving gross retention, product adoption and customer advocacy. Gemma believes that customer success is a way of doing business and is the fastest path to sustainable growth for software companies. Gemma currently leads global Customer Success teams at Decibel where she built Customer Success programs supporting the company's growth from 10-150 employees and raising of $54 million in funding. Having lived in Spain...2020-06-0456 min

Creating Customer SuccessCreating Customer Success - Episode 21: Sandra GuadagnoliIn this episode we spoke with Sandra Guadagnoli who has over 25 years of experience in customer success, sales, financial alignment and operations. She has partnered with large, international customers to set up, implement and execute a variety of programs, products and solutions. As well as designing and delivering the CS function within organizations to transform the organizations landscape to meet the needs of the every changing environment. Sandra is an avid New Yorker, and spends her free time traveling and exploring new food destinations with her husband and two daughters all over the world.2020-05-271h 07

Creating Customer SuccessCreating Customer Success - Episode 20: Peter CohanIn this episode we were joined by Peter Cohan, author of the book, Great Demo! Peter founded Great Demo! in 2003 to address the challenge of bringing a method for consistent success to the process of creating and delivering software demonstrations. Prior to this Peter enjoyed over 20 years in senior management, business development, sales and marketing roles. This episode is one not to be missed if you want to gain practical advice on how to deliver better product demonstrations to your customers. 2020-05-191h 03

Creating Customer SuccessCreating Customer Success - Episode 19: Jake DunlapIn this episode we were joined by Jake Dunlap who is the CEO of Skaled Consulting, and who was previously the Vice President of Sales at Glassdoor, and Head of Sales & Customer Success at Chartbeat. Jake is shaping the future of modern sales and marketing with some of the practices that he implements across organisations. We took this opportunity to learn more about these and how to implement them across Customer Success. This episode is full of great actionable advice and new ideas. 2020-05-1453 min

Creating Customer SuccessCreating Customer Success - Episode 18: Nick MehtaIn this episode we spoke with Nick Mehta who is the CEO of Gainsight, the Customer Success company that helps businesses improve customer retention, accelerate expansion and capitalize on customer advocacy. Nick works with a team of nearly 700 (affectionately nicknamed) “Gainsters.” Together, they've created the customer success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software report three years in a row, one of the Top CEOs of 2018 by Comparably, was a finalist for EY’s Entrepreneur of the Year, and holds one of highest Glassd...2020-05-1247 min

Creating Customer SuccessCreating Customer Success - Episode 17: Paul HendersonIn this episode, we spoke with Paul Henderson, otherwise known as the Outcomes Guy. Paul founded and runs a company called Outcome Leaders, who lead organisations to outcome-based Customer Success. Before founding Outcome Leaders, Paul Henderson led the Asia Pacific region for a mid-sized enterprise software company. He had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, he led the design and running of an outcomes program across the whole region. He learnt what worked and what didn’t across diverse cultures. At the end of that five years, Pa...2020-05-071h 05

Creating Customer SuccessCreating Customer Success - Episode 16: Jeanne BlissIn this episode, we spoke with Jeanne Bliss, who is the Founder and CEO of Customer Bliss.For over 35 years, Jeanne has led companies to earn business growth. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft...2020-04-2952 min

Creating Customer SuccessCreating Customer Success - Episode 15: Perry MonacoIn this episode we spoke with Perry Monaco, who is the Head of Customer Success at LinkedIn across NAMER. Perry has a wealth of experience in CS and offers a great perspective on how you should be thinking about the experiences which you have with your...2020-04-2058 min

Creating Customer SuccessCreating Customer Success - Episode 14: Jay NathanIn this episode we spoke with Jay Nathan, who is Founder and Managing Partner of Customer Imperative. In 2016, Jay founded Customer Imperative, a purpose-driven company focused on helping B2B SaaS retain customers, grow revenue and scale customer...2020-03-191h 13

Creating Customer SuccessCreating Customer Success - Episode 13: Peter MajeedOn this episode we spoke with Peter Majeed who is the Head of Customer Success for EMEA at Qualtrics. Peter has previously held roles at Delphix and SAP, and has over 20 years of experience in solution selling and Customer Success within the Data...2020-03-011h 03

Creating Customer SuccessCreating Customer Success - Episode 12: Kate ForgioneOn this episode we spoke with Kate Forgione who is Head of Customer at Service Rocket and also CEO and Founder of the Customer Success Network. Kate has also held previous roles at Microsoft, Yammer and KPMG. Kate is passionate about imagining,...2020-02-1844 min

Creating Customer SuccessCreating Customer Success - Episode 11: Anika ZubairOn this episode we speak with Anika Zubair who is the Global Director of Customer Success at ZAP. Anika is responsible for a team of Customer Success Managers in EMEA, APAC, and North America that are driving value, adoption and ensuring customers...2020-02-0955 min

Creating Customer SuccessCreating Customer Success - Episode 10: Lulu DermecheOn this episode we spoke with Lulu Dermeche, the Head of Customer Success for HowNow (an innovative integrated learning platform). Being comparatively new to the field, she brings a refreshingly novel perspective on the challenges and issues faced by...2020-02-0454 min

Creating Customer SuccessCreating Customer Success - Episode 9: Violaine YziquelOn this episode we spoke with Violaine Yziquel who runs the EMEA Customer Success Management team at Box, a cloud content management platform that helps organizations and people transform the way they work. Violaine is very enthusiastic in articulating...2020-01-3043 min

Creating Customer SuccessCreating Customer Success - Episode 8: Ian RobsonOn this episode we spoke with Ian Robson who has had a 20 year career in customer success roles including leadership roles at Siebel, Oracle, Salesforce, SDL, Veracode and most recently as Chief Customer Officer at Fuse Universal. Convinced that...2019-12-101h 40

Creating Customer SuccessCreating Customer Success - Episode 7: Pat PhelanIn this episode we speak with Pat Phelan who is the Chief Customer Officer at UK Fintec GoCardless.2019-12-021h 08

Creating Customer SuccessCreating Customer Success - Episode 6: Dan FarleyIn this episode we speak with Dan Farley who is VP of Customer Success at Seenit.2019-11-201h 22

Creating Customer SuccessCreating Customer Success - Episode 5: Jenna BraastadIn this episode we speak with Jenna Braastad who leads the Customer Success team at Mixpanel across EMEA, APAC, and Eastern US.2019-10-0748 min

Creating Customer SuccessCreating Customer Success - Episode 4: Steve McDougalSteve McDougal is committed to delivering exceptional experiences to employees, customers and communities. He has over 16 years experience in Customer Success, Customer Experience and Account Management. He has built high performing Customer Success...2019-09-2751 min

Creating Customer SuccessCreating Customer Success - Episode 3: Matt MyszkowskiIn January 2018 Matt joined SAP as their Vice President, Customer Success EMEA responsible for a team of Customer Success Managers driving value, adoption and success for the most valuable, strategic, enterprise customers across Europe, Africa and...2019-09-2053 min

Creating Customer SuccessCreating Customer Success - Episode 2: Dan SteinmanIn this episode, we speak with Dan Steinman who is the General Manager of Gainsight EMEA.2019-09-121h 13

Creating Customer SuccessCreating Customer Success - Episode 1: Rav DhaliwalOn today’s episode, we’re joined by Rav, who has previously worked as a CS Leader at Zendesk, Yammer, and more recently Slack.2019-09-051h 16