Shows
The Jasons take on...Customer Success in Crisis: Redefining Identity, Value, and Future ImpactIs Customer Success facing an identity crisis? In this bold, thought-provoking episode of The Jasons Take On, co-hosts Jason Noble and Jason Whitehead dive deep into the core challenges facing CS today. From misalignment across internal teams to confusion among customers, the Jasons explore how the term "Customer Success" has become diluted, misunderstood, and often misused.
They tackle hard questions: Who really owns the customer? Should CS be responsible for revenue? Is it time to rebrand the entire function? And how can CS leaders shift from reactive support to being true commercial drivers of growth and outcomes?2025-06-2630 minThe Jasons take on...The End of CS as We Know ItIs Customer Success as we know it broken—or simply overdue for bold reinvention? In this no-holds-barred episode, Jason Noble and Jason Whitehead confront the growing wave of skepticism around CS in B2B SaaS. From mass layoffs to AI reshaping engagement models, we explore whether traditional CS roles and processes are still relevant. The Jasons dive deep into why many CS teams have become reactive, why internal metrics like NPS aren't cutting it, and what it really means to deliver measurable customer value. Tune in for provocative insights, a call for visionary leadership, and a bold challenge to re...2025-06-1831 min
The No Bull PodcastE52 - How to Crush the "Tell Me About You" Interview QuestionIn this episode of the No Bull Podcast, Jason Noble dives deep into the most dreaded interview question: "Tell me about yourself." Jason breaks down why this question is more than just an icebreaker, reveals what interviewers are really looking for, and shares a proven formula to craft a compelling answer. Learn how to tailor your response for different audiences, avoid common pitfalls, and set the right tone for your interview. Whether you’re a job seeker or just want to sharpen your storytelling skills, this episode is packed with actionable tips to help you stand out. Don’t forg...2025-06-1109 min
20 Minutes of Clarity20 Minutes of Clarity | How to Generate Passive Income In RetirementJason Noble and Andy Merchant with Prime Capital Financial discuss the advantages of passive investing and passive income in retirement.
In retirement, passive income refers to generating income that requires minimal or no ongoing effort after the initial investment or setup, like rental income, dividends from stocks, or royalties from intellectual property.
Here's a more detailed explanation:
What is Passive Income?
Definition:
Passive income is income generated from assets or activities that require little to no ongoing effort or active participation from the income earner.
Examples:
Investments: Dividends from stocks...2025-03-2524 minThe Jasons take on...Leveraging AI for Growth and Customer Success in B2B SaaSJoin hosts Jason Noble and Jason Whitehead on this engaging podcast episode as they explore the transformative role of AI in technology and customer success. They discuss practical ways AI can enhance B2B SaaS growth by improving efficiency, reducing churn, and enhancing customer engagement. Discover insights on integrating AI into business strategies, the challenges of adoption, and staying competitive in the evolving tech landscape.2025-02-1829 min20 Minutes of Clarity20 Minutes of Clarity | How to Turn Financial Stress Into a Powerful PartnershipJason Noble and Andy Merchant discuss how the lack of communication causes financial stress for couples and how fix it and leverage the opportunity.2025-02-0322 min
Clear Picture CaresClear Picture Cares With Jason Noble | Victor Coachman of Expanding the TableIn this episode of Clear Picture Cares, Jason Noble interviews Victor Coachman of Expanding the Table. The mission at Expanding the Table is to feed as many people in their community as possible, with no questions asked. Each week, the truck serves up to 200 meals at different stops and a total of up to 800 meals per month come from their kitchen into the community through other partnerships and donation locations. Expanding the Table was created to display the love of Jesus to all who join them at the table by meeting immediate needs and equipping guests with the tools...2025-01-2817 min20 Minutes of Clarity20 Minutes of Clarity | How To You Turn Your Intentions Into ResultsIn this 20 minutes conversation, Jason Noble and Andy Merchant discuss the importance of financial planning when it comes to matching your results to your goals.2025-01-2723 minThe Jasons take on...Customer Centricity in 2025: Leading Strategies for Business GrowthIn this episode of Jason's Take On podcast, hosts Jason Whitehead and Jason Noble explore the evolving concept of customer centricity in 2025.
We discuss how advancing technologies, shifting customer expectations, and economic pressures are reshaping business strategies.
The conversation highlights the importance of delivering value at all stages of the customer journey and moving beyond lip service to practical actions. 2024-12-1732 minThe Jasons take on...Handling Customer Exits: Essential Strategies for Offboarding CustomersIn this episode, Jason Noble and Jason Whitehead discuss the often overlooked topic of managing customer exits in SaaS businesses.
They delve into the significance of handling departures effectively and its impact on company reputation and future engagements.
The podcast highlights how companies can develop structured approaches to customer exits, ensuring positive experiences and learning opportunities for all parties involved.
With emphasis on long-term growth and customer retention, we provide insights into creating win-win scenarios for businesses and departing customers.2024-12-1031 minClear Picture CaresClear Picture Cares | Charleston Port and Seafarers SocietyIn this episode of Clear Picture Cares, Jason Noble interviews Clark Cromwell of the Charleston Port and Seafarers Society. The Charleston Port and Seafarers Society is a Christian organization that exists for the purpose of welcoming and serving the needs of those men and women who make their livelihood in the port or at sea, without regard for nationality, race, ethnicity, politics or religion. For more information or to donate, head to: https://www.charlestonseafarers.org/2024-12-0920 minThe Jasons take on...Guest: Jay Nathan - Exploring the Future of Customer SuccessJoin hosts Jason Noble and Jason Whitehead as they discuss the evolving landscape of customer success with industry leader Jay Nathan. This episode explores whether customer success is an outdated term and how businesses can adapt to changing market dynamics. With insights into AI's role and strategic alignment, listeners gain a comprehensive view of the future challenges and opportunities in customer success. Jay Nathan shares his expertise in B2B SaaS and offers ideas on how companies can remain profitable through customer-centered strategies.
About Jay Nathan:
I’m an entrepreneur and tec...2024-12-0333 min20 Minutes of Clarity20 Minutes of Clarity | Boeing FurloughsJason Noble and Dale Kelly talk about how Boeing employees can navigate a layoff and what employees need to consider in this situation.2024-11-2228 minClear Picture CaresClear Picture Cares | Interview With NAMIIn this episode of Clear Picture Cares, Jason Noble interviews Laura Moss of NAMI. NAMI is the National Alliance on Mental Illness, the nation's largest grassroots mental health organization dedicated to building better lives for the millions of Americans affected by mental illness. NAMI works to educate, support, advocate, listen, and lead to improve the lives of people with mental illness and their loved ones. For more information or to donate, head to: https://www.nami.org/2024-10-2230 minClear Picture CaresClear Picture Cares | Carry 177In this episode of Clear Picture Cares, Jason Noble interviews Henok Berhanu and Ashley Bohinc of Carry 117. Carry 117's heartbeat is orphan prevention and family preservation through empowering women. They believe that economic empowerment provides the foundation necessary for sustainable development. The Carry 117 model revolves around this belief, going beyond charity to support income alternatives. They provide a hand-up by providing opportunities for women to learn a skill and earn a paycheck, rather than a handout. By buying Carry 117's products, you are helping women rediscover their dignity and helping preserve families in Ethiopia. For more information or to...2024-10-0128 minClear Picture CaresClear Picture Cares | Charleston Senior CitizensIn this episode of Clear Picture Cares, Jason Noble interviews Donna Cook of Charleston Area Senior Citizens. Founded in 1967, and located in the heart of the Charleston Historic District, Charleston Area Senior Citizens, Inc. is a non-profit agency serving Berkeley, Charleston and Dorchester Counties. CASC helps seniors through a variety of services. Most CASC programs and services target low income seniors and are offered at no charge, primarily serving those who cannot pay. Although CASC utilizes federal, state, local funds and private donations, community support is what makes the difference in changing seniors' lives. They provide an opportunity for...2024-09-2621 minClear Picture CaresClear Picture Cares | Teachers' Supply ClosetIn this episode of Clear Picture Cares, Jason Noble interviews Lynette Duggins of Teachers' Supply Closet. Teachers' Supply Closet (TSC) is a nonprofit organization that provides free school supplies to teachers in the Tri-County area who work at schools where 69% or more of the students are on the free or reduced meals program. For more information or to donate, head to: https://www.teacherssupplycloset.org/2024-09-0919 minClear Picture CaresClear Picture Cares | Shared CityIn this episode of Clear Picture Cares, Jason Noble interviews Kristin Parker of Shared City. Shared City works to strengthen existing charitable work by providing specialized training, facilitating sharing, and strategically connecting people and resources to maximize city impact. For more information or to donate, head to: https://sharedcitychs.org/2024-08-2625 minClear Picture CaresClear Picture Cares | Engaging Clear MindsIn this Clear Picture Cares Interview, Jason Noble speaks with Robin Berlinksy of Engaging Creative Minds. ECM, a nonprofit based in Charleston, South Carolina, works with school districts, principals, teachers, and the local workforce to identify specific knowledge and skillsets all students should master before graduating high school. ECM Instructors are local artists, STEM (science, technology, engineering, and mathematics) professionals, and cultural organizations who we train to work with K-12 teachers. Their instructors help teachers enhance student learning via arts integrating learning using innovation, design, and creativity. Their goal is for every student to achieve academically, stay engaged in...2024-08-2317 minThe Jasons take on...Guest: Dan Gianfreda - Proactive to Reactive Customer SuccessIn this insightful episode, co-hosts Jason Noble and Jason Whitehead are joined by customer success veteran Dan Gianfreda to delve into the transformation from reactive to proactive customer success. Dan shares his wealth of experience working across sales, marketing, customer success, and operations to set better customer expectations, gain commitment to success, and build strong relationships with customer executives.
Discover the critical importance of involving not just the software executive sponsor but also getting the CFO and CEO on board to see the value in the software investment. This approach is key to securing continued funding for...2024-07-1732 min20 Minutes of Clarity20 Minutes of Clarity | Your Retirement Questions Answered Part 2Jason Noble and Sean Thompson discuss healthcare, tax and income questions in retirement planning.2024-04-3024 min20 Minutes of Clarity20 Minutes of Clarity - Optimizing Cash FlowJason and Andy discuss cash flow optimization strategies fro financial and retirement planning2024-03-1122 minClear Picture CaresClear Picture Cares - Erin Ulmer - Camp Rise AboveJason speaks with Erin Ulmer, the Executive Director of Camp Rise Above in Charleston. Camp Rise Above is a unique non-profit organization that provides fun, life changing camp experiences to children and young adults with serious illnesses, life challenges, and disabilities.2024-02-2921 min20 Minutes of Clarity20 Minutes of Clarity - Your Relationship with WealthJason and Andy discuss the importance of understanding your relationship with money. Like all relationships in life, your relationship with your money isn't easy or perfect. But with ongoing effort and commitment, you can strengthen your bond, so you can improve your financial security, reach your money goals and build a strong future together.2024-02-2220 min20 Minutes of Clarity20 Minutes of Clarity - Monitoring and Maintaining your Wealth Plan.Jason and Andy discuss the process of regularly evaluating and adjusting one's financial plan to stay on track with financial goals and objectives.2024-02-1920 min20 Minutes of Clarity20 Minutes of Clarity - Exploring Investment StrategiesJason and Andy discuss asset diversification and different investment strategies.2024-02-0922 min20 Minutes of Clarity20 Minutes of Clarity - Public markets, Private Markets & Protected MarketsJason and Andy talk about the importance of asset location. The three areas of focus are the public markets, private markets and protected markets.2024-01-3121 min20 Minutes of Clarity20 Minutes of Clarity | Foundation of Wealth Building: Budgets and SavingsPrime Capital Investment Advisors Jason Noble and Andy Merchant discuss reevaluating your budget and savings goals for 2024.2024-01-1721 min20 Minutes of Clarity20 Minutes of Clarity - Bad vs Good Debt and Investment JargonPrime Capital Investment Advisors Jason Noble and And Merchant discuss how debt can help and hurt your financial planning. Good debt and bad debt are two types of debt that differ in their impact on your financial health. Good debt is a type of debt that is considered an investment, such as a mortgage or student loans. It is taken on to purchase something that will increase in value or contribute to your overall financial health. On the other hand, bad debt is used for purchasing material things that lose value over time, such as credit card debt with...2024-01-1721 min20 Minutes of Clarity20 Minutes of Clarity - Silver Lining in a High Interest Rate EnvironmentJason & Andy talk about Investing opportunities in a high interest rate environment.2024-01-0222 min20 Minutes of Clarity20 Minutes of Clarity - Year End Tax PlanningJason and Andy discuss tax planning for 2024.2023-12-2024 min20 Minutes of Clarity20 Minutes of Clarity - Julie Cane CEO and co-founder of Democracy InvestmentsJason interviews Julie Cane. Julie is the CEO and co-founder of Democracy Investments, a registered investment advisory firm that is the Adviser to the Democracy International Fund ETF (Ticker DMCY). The index strategy neutrally and systematically re-weights an all-world ex-US equity portfolio towards democracies and away from authoritarians by leveraging The Economist's Democracy Index, with the goal of supporting democracy and influencing capital flows in international financial markets.2023-12-1420 min20 Minutes of Clarity20 Minutes of Clarity - Women and WealthJason discusses financial issues and opportunities unique to women with katie Randall.2023-12-1245 min20 Minutes of Clarity20 Minutes of Clarity - Retirement ReadinessJason and Andy discuss considerations when planning for retirement.2023-12-0123 minClear Picture CaresClear Picture Cares - Salvation Army InterviewJason Noble speaks with Captain Mike Michaels of the Salvation Army2023-12-0123 min20 Minutes of Clarity20 Minutes of Clarity - Year End PlanningPrime Capital Investment Advisors Jason Noble and Andy Merchant discuss year end financial planning considerations.2023-11-1728 min20 Minutes of Clarity20 Minutes of Clarity - Quantifying an Advisors ValueFor any business relationship to work, the value gained for both parties must exceed the cost. The calculation for a financial advisor is quite simple: The relationship works for the advisor if the compensation received in return for advice and service is enough to cover costs and a reasonable profit. The calculus for clients choosing a personal financial advisor is more nuanced, but broken down to its most basic level would be: Is the value obtained from hiring an advisor greater than what I pay?
Prime Capital Investment Advisors' Jason Noble and Andy Merchant discuss this question.2023-10-0623 min
The Jasons take on...Guest: Jay Nathan- Playing for the long gameJoin us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain.
In this episode, Jay is going to talk to us his recent blog post and newsletter on long term value and growth.
About Jay Nathan
Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a w...2023-08-2143 min20 Minutes of Clarity20 Minutes Of Clarity - Private Placement Strategies for Accredited InvestorsJason and Andy discuss private placement investing for high net worth investors.2023-08-1621 min20 Minutes of Clarity20 Minutes Of Clarity Staying Connected With Prime Capital Investment AdvisorsJason and Andy discuss technology to help clients stay connected with Prime Capital Investment Advisors.2023-08-1620 min20 Minutes of Clarity20 Minutes Of Clarity - Prime Capital Investment Advisors Team ApproachAndy and Jason discuss Prime's team approach to financial and retirement planning.2023-08-1620 min20 Minutes of Clarity20 Minutes Of Clarity - Maintaining Cashflow in RetirementJason Noble and Andy Merchant with Prime Capital Investment Advisors talk about developing cash flow with their proprietary Portfolio Payday process.2023-08-1620 min20 Minutes of Clarity20 Minutes of Clarity - A.I. Questions & AnswersIn this exclusive podcast, Jason Noble and Andy Merchant, with Prime Capital Investment Advisors discuss the implications, opportunities and potential pitfalls that could result from A.I. technology.2023-07-2617 min20 Minutes of Clarity20 Minutes of Clarity - Preparing for RetirementJason Noble and Andy Merchant, with Prime Capital Investment Advisors, talk about important considerations when preparing for retirement.2023-07-2622 min
The Jasons take on...Guest: Vanessa Neurohr - Scaling CS via Customer EducationMany CS organizations need to move from delivering high-touch services to every customer, to a more scalable approach. Developing a high-impact customer education program that enables customers to achieve success on their own is one approach for reducing the need for high-touch CS. In this episode, we sit down with Vanessa Neurohr, Vice President of Customer Success at MuckRack to learn how she has transformed and scaled her CS team by building out their customer education program.
About Vanessa Neurohr
Vanessa Neurohr is the Vice President of Customer Success at Muck Rack, the...2023-07-2124 minClear Picture CaresMaria Kelly - AMOR Healing KitchenIn the episode of Clear Picture Cares, Jason Interviews Maria Kelly, Founder of AMOR Healing Kitchen who provide nutritious, plant-based meals made with love by teen volunteers for people facing health challenges.2023-04-2117 min
The Jasons take on...Guest: Pat Phelan - The Journey to Becoming A Chief Customer OfficerJoin us when we speak with Pat Phelan. Pat is the Chief Customer Office for GoCardLess, where he's responsible for building and scaling a best in class customer success organisation with leadership of Customer Onboarding, Support, Experience, CS management and Account Management disciplines globally.
In this episode, Pat is going to talk to us about his journey to becoming a Chief Customer Officer.
About Pat Phelan
Pat is a seasoned CCO in the fintech space and has held a multitude of leadership roles in different GTM and commercial...2023-04-1226 min20 Minutes of Clarity20 Minutes of Clarity - DFD PartnersIn this episode jason Noble interviews DFD Partners, one of the most innovative tech enabled data driven platforms helping asset managers scale their businesses.2023-03-3020 min
The Jasons take on...Guest: Jay Nathan - Strategic Behaviour As It Relates To Customer SuccessJoin us when we speak with Jay Nathan. Jay’s the CCO for Higher Logic and one of the co-founders of Gain Grow Retain.
In this episode, Jay is going to talk to us about strategic behaviour and how it relates to customer success.
About Jay Nathan:
Jay is a world renowned CS leader and has worked in exec roles across pretty much all the post sales customer facing parts of the business and has built up a methodology and approach for building, leading, and scaling SaaS companies serving a wide ra...2023-03-2338 min20 Minutes of Clarity20 Minutes of Clarity with Jason NobleIn this episode Jason Interviews Rewire's Ryan Hoover. ReWire is an organization of professional basketball players who make themselves available for practical and spiritual support by their peers.2023-03-2122 min
The Jasons take on...Guest: Maranda Dziekonski - What does the future customer success manager look like?Join us when we speak with Maranda Dziekonski. Maranda is the SVP of Customer Success at HourWork. She is seasoned customer success executive and leader and with extensive experience building and scaling teams in early and mid-stage startups and has been part of 3 companies who have all seen successful exits.
In this episode, Maranda is going to talk to us about the future of the customer success manager role.
ABOUT Maranda
Maranda Dziekonski was until very recently the Chief Customer Officer at Swiftly. For those that don’t know Swiftly is he...2023-03-1422 min
The Jasons take on...Guest: Ryan Johansen - The Impact of Burnout to our Mental Well-BeingJoin us when we speak with Ryan Johansen. Ryan is customer success leader based in Boston who has been an IC, Manager and Director of CS.
In this episode, Ryan is going to talk to us about mental health as it relates to CSM's and their workloads.
ABOUT RYAN JOHANSEN
As a first time manager at a startup, Ryan ended up in a hospital because of a mental breakdown caused by workplace stress. After going to a dark place with mental health, he discovered putting your mental health first can actually...2023-03-0735 min
The Jasons take on...Guest: Jamie Bertasi - Customer Success Predictions for 2023Join us when we speak with Jamie Bertasi. Jamie is the President and COO of Totango. Previously she was also the company's Chief Customer Officer.
In this episode, Jamie is going to share her predictions for Customer Success in 2023!
ABOUT JAMIE BERTASI
She is responsible for the go-to-market, onboarding and customer success teams at Totango. A proven and trusted leader, Jamie has a demonstrated track record for building high-value experiences for customers and partners, delivering strong business results and building teams with a positive culture.
Jamie is a recognized...2022-12-2025 min
The Jasons take on...Guest: Deborah Andrews - The Acceleration of Customer Success OperationsJoin us when we speak with Deborah Andrews. Deborah (aka "Debs") currently works across all post-sales functions at Unit4, alongside leading the Customer Success Operations and Digital teams.
In this episode, Debs is going to talk about the world of customer success operations and why it's critical to businesses today.
ABOUT DEBORAH ANDREWS
Having a varied background in IT, Support, Operations and Customer Success Management for companies such as Sage, Gainsight and Salesforce, she actively collaborates to drive the awareness and implementation of customer centric initiatives that are intentionally designed to...2022-12-0619 min
The Jasons take on...Guest: Alan Fecamp - The World of Recruitment in Customer SuccessJoin us when we speak with Alan Fecamp. Alan is a Director in Zeren’s Commercial team and has 20+ years of experience in senior level recruitment and Executive Search, and has worked extensively across the UK, EMEA, and US.
In this episode, Alan is going to share his journey as the head of Customer Success at Zeren, an executive recruitment and head-hunting firm that works with innovative businesses to really help accelerate their growth.
ABOUT ALAN FECAMP
In more recent years, Alan has operated extensively in the post-sale arena, and has de...2022-11-2924 min
The Jasons take on...Guest: Rupesh Rao - Managing Complexity during On-boarding and ImplementationJoin us when we speak with Rupesh Rao. Rupesh is the CEO and founder of CogniSaaS. CogniSaaS helps enterprise SaaS companies deliver customer-centric onboarding and implementation at scale.
In this episode, Rupesh is going to share his experiences and insights in how to best help companies manage complexity during the onboarding and implementation process.
ABOUT RUPESH RAO
Rupesh has over 20 year’s experience globally (including US, EMEA and APAC) in leading multi-national companies as well as fast growing SaaS companies in multiple industry verticals. These roles include software engineer, account manager, Ch...2022-11-2524 min
The Jasons take on...Guest: Nick Mehta - The Next 5 Years in Customer SuccessJoin us when we speak with Nick Mehta. Nick is the CEO of Gainsight, the platform that helps companies of all sizes and industries drive durable growth through customer-led and product-led strategies.
In this episode, Nick shares his view of the growing importance of Customer Success in the next 5 years.
ABOUT NICK MEHTA
Nick Mehta is a SaaS veteran. He works with a team of over 1400 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes...2022-11-1425 min
The Jasons take on...Guest" Manuel Harnisch - Delivering Customer Success for Technical ProductsJoin us when we speak with Manuel Harnisch. Manuel is VP a seasoned VP of Customer Success with extensive experience building and leading CS teams with very technical products and technical teams.
Many SaaS companies have technical staff in their product team, but, especially in the B2B space, they are focused on providing functionality that is used by non-technical users, such as front-office staff. We don’t often talk about what it takes to make customers of very technical products, with very technical staff, successful. Today we are going to change that.
ABOUT MA...2022-10-2525 min
The Jasons take on...Guest: Lynn Hunsaker - CS Leaders as the Stewards of Customer ValueJoin us when we speak Lynn Hunsaker. Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum. Lynn is joining us today to talk about CS leaders as the stewards of customer value.
Lynn recently wrote an important article for My Customer talking about shrinkflation and skimpflation, and how during times of economic downturns many companies make the mistake of reducing the scope, content, and value of their products and services. Lynn shares insights about how this can harm your company, brand and customers. She also shares ideas about what you can do instead.
ABOUT...2022-10-1834 min20 Minutes of Clarity20 Minutes of Clarity Podcast with Jason Noble20 Minutes of Clarity Podcast with Jason Noble by Prime Capital Investment Advisors2022-10-0521 minThe Jasons take on...Guest: Dana Alvarenga - Creating & Growing Your Voice of the Customer (VoC) ProgramJoin us when we speak with Dana Alvarenga, VP of Customer Experience at Slap Five. Dana Alvarenga is a very well know and leader in customer experience and customer success, with a big focus on voice of the customer programs, advocacy and customer marketing.
In this episode, Dana shares her insights into growing and expanding your Voice of the Customer Program.
ABOUT DANA ALVARENGA
Dana has over 15 years of experience in the technology industry within sales, sales training, management, customer education and success. At SlapFive she is the VP of Customer Ex...2022-08-0323 minThe Jasons take on...Ideal Customer BehaviorIn this episode, we discuss the concept of "Ideal Customer Behavior" (ICB) and how you can use it to drive desired customer actions and success.
Far too often, we narrowly focus on things like the customer profile and journey map without identifying and influencing the specific actions – the behaviors – our customers need to take to ensure success. By taking a behavior-based approach, you can improve the way you engage with customers to ensure they, and you, achieve greater levels of success.
Check out this episode to learn how focusing on Ideal Customer Behavior can help you...2022-06-0736 minThe Jasons take on...Guest: Kristi Faltorusso - Why do we Need to Talk About Customer Marketing?"What Do We Need to Talk About Customer Marketing?"
This is an often overlooked, but huge aspect of marketing. Customer marketing extends beyond acquiring customers and is focused on our existing customers. It aims to identify and market additional products or services to existing customers, retain them as customers, and develop them into advocates.
Join Jason Noble and Jason Whitehead when we sit down with Kristi Faltorusso, to learn why customer marketing is so important, how it is different than traditional marketing, and what you need to do to effectively market to existing cus...2022-05-1728 minThe Jasons take on...Is Customer Success a Professional Service?In this episode, we take a deep dive into the question, "Is Customer Success a Professional Service?”
There is still a wide variety of perspectives if customer success is a cost-center, a profit-center, a professional service, or something else entirely. In addition, many organizations struggle with deciding what level of service to give for free, and what, if anything, should include a fee.
Check out this episode to learn more about the considerations and implications for treating customer success as a professional service!
CONNECT WITH THE JASONS
Jason...2021-12-0727 minThe Jasons take on...Speaking the Customer's LanguageIn this episode, we examine the critical need for customer success professionals to learn to “Speak your customer’s language.”
Customer Success professionals need to establish strong, trusted relationships where we can truly influence our customers to take actions that can increase their own success. To do this, you need to learn to engage with them and use language that resonates with them. Yet, sadly this is not often done
Check out this episode to learn more about why and how you can learn to speak your customer’s language!
CONNECT WITH THE JASON...2021-09-2830 minThe Jasons take on...Scaling Customer SuccessIn this episode, we're talking about scaling your customer success program. As the field of customer success (CS) matures, increasingly organizations are looking for how they can improve the reach of their CS programs, without just adding headcount. This often involves expanding their low-touch programs, developing new content, and investing in new tools.
We explore some of the options for scaling your CS program, challenges you face, and approaches that can make you successful.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK-based visionary customer...2021-08-0331 minThe Jasons take on...What is Customer Lifetime Value (CLTV)In this episode, we're talking about something that is super important, not just to customer success, but to the wider business, customer lifetime value (CLTV). What is it? What do we mean by it? And what does it mean for our customers?
Customer lifetime value is not just about the sale or the acquisitions, it's about the long-term relationship. , but when you start to think about customer lifetime value it opens up a lot of doors for how to improve your organization. This episode takes a deep-dive into the concept of CLTV and how you can use i...2021-06-2923 min
The Pursuit Desk13: Uncovering the business and technology side of Legal with Michael WarrenIn this week’s episode of The Pursuit Desk Michael Warren, VP Client Development & Intake Practice at Wilson Allen, joins Jason Noble to discuss the business and technology side of the legal industry.
With years of experience in the legal industry, Michael is a notable consultant and well-known entrepreneur after starting his consulting firm, Stanton Allen, which later merged with Wilson Legal Solutions to become Wilson Allen.
Michael started his career in legal data, and has worked with smaller firms, global conglomerates, and everything in between. What he observed is that most firms have th...2021-05-0333 minThe Pursuit Desk12: How firms of different sizes approach similar challenges with Kalisha CrawfordJason meets with Kalisha Crawford, Director Of Marketing & Business Development at Ropers Majeski. With her experience working with firms of different sizes, they discuss how she brings big firm processes and perspectives into the mid-sized market.2021-04-0836 minThe Jasons take on...Why You Need a Chief Customer Officer (CCO)The last few years have seen the rise of a new customer focused C-suite role – the Chief Customer Officer. This role is part of the shift to organizations being more customer centric and delivering customer focused outcomes and values. Join us this month for a conversation talking about what this new role is, why it's important and how it fits into the wider organization and why more and more companies are seeing it as part of their strategic shift to customer centricity.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Ja...2021-04-0725 minThe Jasons take on...What Sales Leaders Need to Know About Customer SuccessToday, sales leaders still have a lot of confusion and misunderstanding about what customer success is and how talking about it during the sales process can help accelerate close rates and increase revenues. Sales leaders can leverage their organization's customer success team and capabilities to change how they sell and win more deals. In this episode of The Jasons Take On… we examine how sales leaders and customer success teams can better collaborate to accelerate initial sales, increase renewals, and increase the total lifetime value of the customer.
Come join us for this unplugged conversation with the tw...2021-02-0929 minThe Jasons take on...Being Customer Centric in 2021 and BeyondBeing customer centric has never been more important than today but what it means to be customer centric has and is evolving. With the global pandemic still here, it's critical that we look at what it really means to be customer centric today and for the future and what our customers really want and need.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of...2021-01-1335 minThe Jasons take on...Guest: Dan Steinman - "The Future of Customer Success"Customer success has had an amazing progression over the past decade and with incredible change in 2020 alone. So what can we expect in 2021 and beyond?
Join The Jasons Take On… when we sat down with one of the original gurus of customer success, Dan Steinman. Dan shares his experiences and views about the future of customer success. You don't want to miss this episode!
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US base...2020-12-1734 minThe Pursuit Desk11: Elevate your Business Development Team with Heather RitchieIn this week’s episode of The Pursuit Desk features Heather Ritchie, Chief Knowledge and Business Development Officer at Hicks Morley joins Jason Noble to discuss leveraging firm knowledge to improve operations and service delivery.
Heather Ritchie has decades of experience working in the legal industry, starting with her experience practicing law. After going back to school to study information studies, she became interested in database design and architecture.2020-12-0736 minThe Jasons take on...How To Measure the Impact of Customer Success?Are you measuring the wrong shit? A great question and one that can be difficult to get right. Is it about revenue? Is it about customer happiness or loyalty or something very different. Figuring out how to measure customer success is super critical and it can have some specifics depending on your industry, your competition and of course your customers. NPS, CSAT, CES, LTV, churn, time to value, NRR, GRR and many more.
Join us this month and find out how to measure customer success, and which measurements work best for you and why.
...2020-12-0733 minThe Jasons take on...False Assumptions That Are Killing Your CS ProgramThere are many false assumptions and myths that surround the world of customer success – and it can be challenging and very frustrating to start a new customer success program or initiative with these in the background, and with some key stakeholders challenged to break loose from these.
These false assumptions can be simply to identify and highlight, but the question then is how do you overcome any damage already done from them and get things to where they need to be – for your customer success program and vision to be successful.
Join us this month wher...2020-11-2037 minThe Pursuit Desk10: How to Leverage your Firm’s Data with Jonathan OelerIn this week’s episode of The Pursuit Desk features Jonathan Oeler, Senior Manager of IT and Development at Reed Smith joins Jason Noble to discuss solution development in legal applications and how it can help your marketing and business development teams.
Jon has been working in big law for 16-17 years all in development working on intranet extranet systems, legal review systems matter management and experience, and everything in between.
Connect with Jonathan Here
Connect with Reed Smith Here2020-11-0900 minThe Pursuit Desk9: Optimizing Business Development and Marketing Workflows with Joshua FiremanIn this week’s episode of The Pursuit Desk features Joshua Fireman, founder and president of Fireman & Company, joins Jason Noble to discuss the activities that result in optimizing your bd and marketing workflows.
Joshua has over 20 years of experience in knowledge management in the legal space. Joshua has a background in legal with a law degree and practiced law with two of north Americas largest law firms before founding Fireman and Company
Connect with Joshua Here
Connect with Fireman & Company Here2020-10-2800 minThe Jasons take on...Does Customer Success Mean Anything to Your Customers?Does Customer Success Mean Anything to your Customers? It should, but there's a good chance that it doesn't. We all know customer success is still a relatively new term and way of thinking for many but often misunderstood. This makes it all the more difficult to ensure everyone, including our customers understands what it is and what it means for them. Ultimately it is about their success, and we need them to help us understand what that success looks like. We've all seen examples where customer success is seen as another line of support or even as an extension...2020-09-3039 minThe Jasons take on...Customer Success Isn't Just a DepartmentThe clue is in the name "Customer Success" and that clearly is what all your company or business is trying to do – ensure that your customers are successful. Or are they? We too often still see customer success just as a department or even an individual in companies, and no other teams or leaders, being aligned to what it is and why it's important to everyone. Join us this month as we explore how to make it more than just a team and why it has to be.
Come join us for this unplugged conversation with the tw...2020-09-1625 minThe Pursuit Desk8: Tech and Artificial Intelligence in Law Firms with Shawn HainsworthWe’re thrilled to welcome Shawn Hainsworth, a Senior Architect/Developer & Programmer at Cooley LLP. Shawn joins Jason Noble to discuss the technologies that are driving innovation in legal marketing.
Shawn has a very impressive background, spending over 27 years in Legal IT as a business analyst, programmer, and database designer. He has designed and implemented numerous applications, including Financial Business Intelligence Dashboards, a Deal/Case Tracking Marketing tool by practice area with Salesforce and Tableau integration, New Business Intake modules, Attorney Workload Assignments Management, Secure Partner Voting application, Preservation Holds and Ethical Screen Applications, Lateral/New Hi...2020-09-1040 minThe Pursuit Desk7: Building Great Business Development Leaders with Ian FarmerThis week’s episode of The Pursuit Desk features Ian Farmer, a notable “rainmaker” and sales coaching with over 30 years of experience changing salespeople’s lives one deal at a time. He focuses on helping then improve their sales pitch and sales process. Ian sits down with Jason to discuss how to build great business development leaders.2020-09-0333 minThe Pursuit Desk6: The Evolution of Legal Knowledge Management with Ginevra SaylorThis week’s episode of The Pursuit Desk features Ginevra Saylor, the National Director of Innovation and Knowledge Programs at Gowling WLG. She joins Jason Noble to discuss the ways that legal knowledge management has evolved.2020-09-0337 minThe Jasons take on...Change Management and Customer SuccessChange management is a whole separate discipline and one overlooked far too often, with no group or team heading up your change management activities. For our customers it is even more critical, as their supplier or partner, what you are proposing, selling, implementing and delivering, will mean that they need to change (both them as individuals and as part of their company). Who is helping to navigate and manage this change? Join us this month as we talk about this and more and the role of your customer success team as change managers.
Come join us for...2020-08-1229 minThe Pursuit Desk5: Drive Growth and Efficiency Using Firm Experience with Clinton GaryThis week’s episode of The Pursuit Desk features Clinton Gary, Chief Strategy and Business Development Officer and Burr & Forman LLP joins Jason Noble to discuss leveraging a firm's experience to drive growth and firm efficiencies.
Clinton started in a traditional business consulting role at Arthur Anderson before moving to work in legal professional services. His role has always been based around information and being able to answer questions when professionals need to know what they have done and their previous experiences.2020-07-2853 minThe Jasons take on...The Psychology of Customer Success & CustomersOur customers are individuals as well as being parts of bigger organizations. How do we know what makes them tick, what they're motivations are and what their own needs and values are. The topic of customer psychology is a fascinating and very in-depth one. Join us this month for a conversation talking through some of the key ideas and schools of thought in this space.
ABOUT THE JASONS...
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and...2020-07-0334 minThe Jasons take on...Revenue ownership - How commercial is your customer success organization?Revenue ownership still differs from organization to organization, we know that sales are there to bring in new business and close deals, but what about renewals, cross sells and up sells, where do they sit and ideally where should they sit in your business?
Customer success professionals are often seen as the trusted advisors for customers but when it comes to anything commercial they get other teams involved. Is this the right model and approach for your customers and what are some other more aligned approaches of driving commercial customer success?
Come join u...2020-04-2337 minThe Jasons take on...How do you build in and integrate customer success from the very beginning?Customer success is still coming into many business as almost an afterthought, and there are not many shining examples of where it's been there from day 1.
How do you integrate and build in customer success from the start, and what are some of the learnings when companies have done this right?
Typically we see smaller technology startups thinking about customer success from day 1, but it needs to be more widespread across all type and sizes of businesses. As a founder and CEO what steps do you need to take to get it right and why...2020-04-0624 minThe Jasons take on...Where Does Customer Success Fit in Your Organization in 2020As customer success professionals and leaders we understand how critical our customers' success is to our future and our own success, and why it's not just about having a customer success team or function within your business. But what is still often missing is that wider understanding and fit within the whole organisation. There are still some major changes needed across industry as we move to become more customer centric and drive outcomes for our customers.
What's needed from the C-suite and leadership in your business to shift the focus to customer success and how can we h...2020-03-0938 min
The Jasons take on...Creating Proactive Customer Success Teams and ProcessesWe all know that customer success more often than not starts in the trenches fighting fires with your customers, your sales teams and your product teams and working in that mostly reactive mode and mindset. But for us to help our customers achieve the outcomes that they need to, to be successful, how do we make that shift to being proactive in how we work and then going one step further to being predictive and driving value for your customers based intuitively on where they are in their customer lifecycle and their specific level of engagement and behavior and...2019-12-1736 min
The Jasons take on...Product-Led Customer SuccessCS is now ingrained in the mindsets of many founders, investors, leaders and companies, but it is still functioning as an add-on to the product and services we offer and provide. How do we make that shift to enable our product and services themselves to drive customer success growth for us. How do we build customer success into our products from day one and how do we move the shift from a people intensive customer success philosophy.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based...2019-11-2146 min
The Jasons take on...Customer Success as a Growth EngineWe all know that customer success is a rapidly growing area of focus for businesses and a growing industry in its own right. Your prospects and customers are facing a wide variety of customer success services, approaches, capabilities and price-points. The customer success services and your ability to deliver customer outcomes is the new competitive battleground for renewal and growth. This poses several new challenges for you from a sales, delivery and success perspective.
You need to figure out: • How do you develop and deliver fast, efficient, effective and scalable CS services that beat the competition?
...2019-09-1751 min
The Jasons take on...Customer Success Expertise vs. Domain ExpertiseThis is a topic that we're super passionate about and the conversation this month will talk through the pros and cons of both approaches, what our recommendations are, and the trends we're seeing in different companies now. Many CS leaders and professionals have extensive and broader experiences, across different industries and sectors, and when positioned correctly, it can have significant benefits for companies. How important is specific domain expertise in customer success? Join us to hear our insights from our own experiences on this topic.
Come join us for this unplugged conversation with the two leading Jasons...2019-08-1355 min
The Jasons take on...Low-Touch and Tech-Touch Customer SuccessCome join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software adoption leader, discuss a variety of topics and issues of importance in the field of customer success.
Not all customers need or want the same approaches and engagement (and experiences) from you. Segmentation is a critical part of delivering your customers' success and how you approach delivery within your segmentation drives that success. This month we're going to talk about the...2019-07-2447 min
The Jasons take on...Accelerating User and Customer AdoptionWe covered some of the big challenges in customer adoption and onboarding in our February episode. Join us this month where we're talk about how you can accelerate the process and the adoption of your solutions within your customers. We'll be looking at user adoption and engagement, stakeholder adoption and ultimately the organisational adoption, and how they work in tandem with each other and what the key approaches are to accelerating them, with some solid examples of ideas that we've seen working in different organisations.
Come join us for this unplugged conversation with the two leading Jasons...2019-06-1848 min
The Jasons take on...Customer Success Technology - Platforms, Solutions & MoreWe always say that technology is a critical part of customer success, along with people and processes but what does this mean and how does technology help organisations deliver success for their customers? We're all very aware of how many great technology solutions there are in the marketplace but what areas do we need to look at for our own customer success management? Join us this month for an unplugged conversation talking about where technology fits in, the many different areas it covers (including customer success management, onboarding, adoption, product, task management and project management) and some of the...2019-05-1442 min
The Jasons take on...Episode 0 - Intro To The Jasons Take On...Get to know your hosts, Jason Noble (UK) and Jason Whitehead (USA), and the reason for "The Jasons Take On…" podcast. We are all about encouraging Bold Customer Success, and we want you to go out and do great things to help your customers succeed with technology.
In this brief introduction you learn a bit about why we are so passionate about customer success, our backgrounds, and experiences. This show is our opportunity to try to give back to the customer success community and help you and your customers be more successful. Thanks for listening!2019-05-0709 min
The Jasons take on...The Jasons Take on... The Financial Side of Customer SuccessIn this unplugged conversation, Jason Whitehead (US) and Jason Noble (UK) discuss the financial issues, considerations, and impact of an effective Customer Success program for SaaS vendors.2019-04-2051 min
The Jasons take on...Building Trusted Relationships With CustomersBuilding great relationships and partnerships with our customers is one of the cornerstones of customer success management and account management, but it’s not easy to do well, particularly when customers are as busy as they are in 2019. In this conversation we look at the most effective strategies for building long term and lasting relationships with all our customers, and what the key areas are to focus on, and some common pitfalls to avoid.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success ex...2019-03-2750 min
The Jasons take on...Getting Customer Onboarding RightWe all know that proper onboarding and effective adoption is critical for minimizing time to first value, getting quick wins, building positive client relationships, and setting yourself up to have long-term customer relationships. In this conversation we look at how to design, build and deliver a fantastic customer onboarding program that will set you and your customers up for long-term success.
Come join us for this unplugged conversation with the two leading Jasons in customer success. Jason Noble, a UK based visionary customer success executive and leader, and Jason Whitehead, a US based customer success and software...2019-02-131h 03