Shows
Psychology of Customer SuccessThe Human Problem with Customer SuccessWouldn't it be nice if customers would just do what we tell them to do so they can get what they say they want?Unfortunately, humans don't work that way. For better and worse, we're much more complicated. Dive into the fascinating fields of behavioral economics, neuroscience, and cognitive behavioral psychology to understand why people do the things they do, what motivates them, and how to use that to create positive outcomes for your customers, your company, and yourself.BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: Why y...
2026-02-0441 min
Customer Success TalksThe Psychology of Customer Success: How Understanding Human Behavior Drives Retention & ChangeIn this episode, we have the pleasure of having a special guest, Rachel Provan, a seasoned customer success leader, to explore the intersection of psychology and customer success. We discuss the importance of understanding human behavior, the psychological barriers customers face, and how these insights can enhance customer engagement and retention. Rachel emphasizes the need for customer success managers to focus on change management, motivation, and effective communication to drive results. The conversation also highlights the significance of recognizing and rewarding small achievements to foster positive habits in customers. Ultimately, the episode provides valuable strategies...
2026-01-1453 min
Your Customer, Your SuccessYCYS Year One Retrospective (Part 2): The Best of CX, Customer Success, and Leadership InterviewsThis episode is Part 2 of the 1-Year Anniversary Retrospective for Your Customer, Your Success.Part 1 focused on the fun, signature segments of the show. This episode highlights the best conversations and lessonsfrom year one — featuring Customer Experience leaders, Customer Success leaders, and leadership experts who shared thoughtful, practical perspectives.It’s a reflective, easy listen designed for the holiday break — and a look ahead to year two.⏱️ What You’ll Hear in This Episode🎧 Best of Customer Experience (CX)Highlights and perspectives from CX leaders on trust, metrics, storytelling, technology, and...
2026-01-0750 min
The Customer Success PlaybookCustomer Success Playbook - Final Episode with Kevin and RomanSend us a textThis finale feels less like an ending and more like a graduation ceremony for everyone who has ever cared about Customer Success.In this closing chapter of the customer success playbook podcast, Kevin Metzger and Roman Trebon look back on a journey that started as a “ludicrous” idea over food and drinks and turned into a global community with nearly 13,000 downloads across countries like Australia, Israel, France, and beyond. They revisit how the show began as a simple networking experiment during a job transition and evolved into a platform for learning, conn...
2025-12-2237 minPsychology of Customer SuccessLet's Talk Failure - and why you need it!Failure happens to all of us. In this episode, we'll delve into the often-feared concept of failure and discover its hidden potential for growth and learning. We'll explore the essential role of mindset, how to differentiate between a fixed mindset and a growth mindset, and uncover sneaky signs that a fixed mindset holding you back in both your personal and professional life. Embrace a fresh perspective on failure, seeing it not as a setback, but as a vital stepping stone to success. Come learn to a...
2025-12-0427 min
Generally speaking: The RCGP Scotland PodcastGenerally Speaking: The RCGP Scotland Podcast - with Dr Rachel PhillipsIn this, the eight episode of Generally Speaking, Dr Chris Provan is joined by Dr Rachel Phillips, RCGP Scotland's Clinician Representative for alcohol, to discuss our upcoming mini-series 'Conversations about Alcohol', a joint project with Scottish Health Action on Alcohol Problems.
The mini-series covers important topics such as approaching difficult conversations with patients, recovery, and alcohol related brain damage. Episodes will be released over the coming weeks.
To help improve our content and increase its reach please ensure that you rate, review and share. If you would like to send us feedback on this episode or su...
2025-10-2928 min
SaaS TherapyThe Science of Retention with Rachel Provan, Founder & CEO of Provan SucessIn this episode of SaaS Therapy, Todd and Casey engage with Rachel Provan, a seasoned customer success leader, to explore the intersection of behavioral psychology and customer success. Rachel shares insights on how understanding human decision-making can enhance customer relationships, the importance of empathy in sales, and strategies for effective communication. The conversation delves into common pitfalls in sales, such as loss aversion and the need to tailor messages for different personas. Rachel emphasizes the significance of listening and understanding the customer's perspective to foster stronger connections and improve retention rates.TakeawaysBehavioral psychology plays...
2025-10-0744 min
The Success Revenue PodcastPsychology, Power and Leadership in Customer Success ft. Rachel ProvanWhat if the biggest blocker to your growth wasn’t your skill — but your self-belief?In this episode, Rachel Provan, Top 25 Customer Success Leader in the U.S, brain-based leadership coach, and founder of Provan Success, gets real about the mindset shifts required to lead. From her early days in acting to building and coaching high-performing CS teams, Rachel shares the behind-the-scenes work most leaders never talk about: confidence, imposter syndrome, executive buy-in, and the emotional weight of managing people.This isn’t a theoretical conversation. It’s a vulnerable, tactical, and empowering guide for anyone n...
2025-07-151h 01
The Growth SignalWhy CX Will Never Exceed EX with Rachel ProvanIn this episode of The Growth Signal, Alyssa Nolte sits down with Rachel Provan—leadership coach, CS expert, and psychology nerd—to explore why the human element is vanishing from modern business and what we can do about it. Rachel argues that corporate culture has become emotionally abusive, treating employees like disposable cogs instead of people with real needs, fears, and ambitions.They unpack the psychological roots of fear-based leadership, how our brains are wired to resist change, and why logic often takes a back seat to emotion, even in B2B. Rachel shares practical frameworks for coac...
2025-07-1030 minPsychology of Customer SuccessFrom Junk Drawer to Revenue Engine: How Psychology Transforms CS TeamsTired of being treated like the company's junk drawer? Frustrated that executives don't see the strategic value of your CS team? Struggling to get buy-in for the resources and respect you deserve? Rob Zambito, founder of Success Scaled Consulting and three-time VP of Customer Success, joins us to reveal how behavioral psychology transforms CS teams from reactive everything departments into proactive revenue-generating engines. With his unique background in consumer psychology and behavioral economics, Rob shares the secrets to what separates successful CS leaders from those stuck on every QBR.
2025-06-3047 min
Your Customer, Your SuccessFrom Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersEpisode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time ManagersSUMMARYIn this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how she leveraged the power of leadership psychology to transform herself and now coach others.In this conversation, Gary Marra and Rachel Provan delve into the intricacies of customer success and leadership. They discuss the importance of hum...
2025-05-2855 min
Friday FeelingsEmotional Agility: Adapting with GraceSend a textLife is unpredictable, but how we navigate change defines our resilience and growth. In this episode of Friday Feelings, we welcome Rachel Provan, leadership expert and founder of the CS Leadership Academy, to dive deep into the power of emotional agility—the ability to pivot, adapt, and thrive even in uncertain times.Together, we explore the psychology behind emotional agility, why resilience often feels uncomfortable, and how rewiring your thoughts can transform your ability to handle challenges. Rachel sh...
2025-03-2138 minFriday FeelingsEmotional Agility: Adapting with GraceSend a textLife is unpredictable, but how we navigate change defines our resilience and growth. In this episode of Friday Feelings, we welcome Rachel Provan, leadership expert and founder of the CS Leadership Academy, to dive deep into the power of emotional agility—the ability to pivot, adapt, and thrive even in uncertain times.Together, we explore the psychology behind emotional agility, why resilience often feels uncomfortable, and how rewiring your thoughts can transform your ability to handle challenges. Rachel sh...
2025-03-2138 min
The Daily StandupUsing your psychological advantage | Rachel ProvanEpisode 200: Self-described psych nerd Rachel Provan gives the guys some tips.⏱️ Timestamps:00:00:00 - Intro00:01:34 - Psychology’s role in customer success 00:05:07 - Business-oriented empathy explained 00:06:25 - The hidden power of reducing friction 00:08:27 - Psychology and personal motivation 00:11:31 - The mere exposure effect in onboarding 00:13:20 - The three-step strategy for success 00:14:21 - Wrapping up📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the hosts:Dillon's LinkedIn: ht...
2025-03-1316 min
Account Management SecretsTips to Thrive as an Account Manager | EP25Drowning in unrealistic expectations? If “hero mode” feels like your default setting, it’s time for a reset.
Rachel Provan, a customer success leader turned coach, joins Alex Raymond to discuss why so many account managers are expected to operate at peak performance with fewer resources and more demands. She breaks down how to push back effectively, set real priorities, and communicate workload challenges without feeling like you’re making excuses.
This episode digs into the mindset shifts that help account managers move from constantly defending their role to confidently leading client con...
2025-02-2141 minPsychology of Customer SuccessMind Games: Using Psychology to Boost Customer SuccessHave you ever wondered why your customers say they want a result - and then don’t do ANY of the things you tell them to?No, it’s not that they’re lazy or bad-fit customers…You're just not speaking to the way human brains actually work!Join Rachel ProvanJoin Rachel Provan to learn the secrets of how people really make decisions, and how you can use this knowledge to help your customers succeed with your product.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:Why huma...
2024-11-1545 min
Grow & TellCustomer Success Leadership with Rachel ProvanNobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that. Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.Nobody prepares you for the jump from CSM to CS leader. But Rachel Provan is trying to change that.Rachel is a customer success leadership coach, helping CS leaders and early-stage companies build customer success strategies and leadership habits that scale.She joined Alex to discuss...
2024-11-1141 minPsychology of Customer SuccessWhen You’re Promoted Above Your PeersJust got that big promotion and now you're leading your former peers? Feeling overwhelmed by the sudden shift in responsibilities and relationships? It's time to equip yourself with the leadership skills you need to excel in your new role!In this episode, we break down the crucial lessons every new leader needs to learn when transitioning from peer to manager. Drawing from real-world experiences and psychological insights, we'll guide you through the dos and don'ts of this challenging career move.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:- The critical difference between...
2024-10-0934 min
Customer Success TalksGetting Customers the Results They Came For | Rachel ProvanIn this power-packed episode, I sit down with the customer success expert Rachel Provan, the founder of Provan Success. With 17 years of experience, Rachel has built a reputation for helping CS leaders develop revenue-generating customer success departments while fast-tracking their careers toward leadership roles. She’s also the host of The Psychology of Customer Success, a podcast exploring the intersection of human behavior, business psychology, and leadership.
She explains why customer success isn’t just about building relationships; it’s about understanding human behavior, motivation, and the psychology of adoption. Rachel shares practical advice on why retention is the...
2024-09-2534 minPsychology of Customer SuccessHelping Sells - Mastering the Art of Consultative Customer SuccessHave you ever struggled to get customers to see things your way, even when you know you're right?The problem might be that you're up against some powerful cognitive biases that impact how people process information and make decisions.In this eye-opening episode, Rachel chats with Dan Smaida, author of "The Psychology of Advice" and an expert in using behavioral science to drive better communication and influence.BY THE TIME YOU'LL FINISH LISTENING, YOU'LL DISCOVER:The key cognitive biases that undermine your ability to sell and how to counteract themWhy...
2024-08-2846 minPsychology of Customer SuccessOnboard Yourself Like a Leader - The Ultimate 30-day ChecklistAre you starting a new CS leadership role and feeling overwhelmed?Do you want to make a great first impression but don't know where to start?Jump into this episode to discover a step-by-step guide for onboarding yourself in a new CS Leadership role. Learn how to prioritize tasks, build relationships, and how to set yourself up for long-term success while scoring some quick wins.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The critical actions to take before your first day to start strongHow to...
2024-08-1438 minPsychology of Customer SuccessGainsight's Easton Taylor on the Power of Human-First LeadershipAre you struggling to balance business results with employee well-being? Do you wonder how to create a high-performing team while treating them with humanity? It's time to explore the transformative impact of human-first leadership in customer success.Join Rachel Provan as she sits down with Easton Taylor, SVP of Customer Success at Gainsight, to uncover the secrets of creating a thriving, human-centric culture that drives business success.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:What human-first leadership really means beyond the buzzwords, and why it's mo...
2024-07-3146 minPsychology of Customer SuccessOutsource Your Brain: Productivity Tools for Customer Success Professionals More customer success leaders than ever report being overwhelmed by the never-ending demands of their careers. Are you? In this episode of Psychology of Customer Success, Rachel reveals her favorite tools designed to help CS leaders stay organized and efficient - even when things are coming at you a million miles an hour! Discover how to build faster knowledge centers, delegate tasks effortlessly, and leverage AI to ensure nothing slips through the cracks. Get practical insights on using tools like Fathom Notetaker and Anthropic’s Claude, offe...
2024-07-1740 minThe Customer Success PlaybookCSP S2 E23 - Rachel Provan - Imposter SyndromeSend us a textIn this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger are joined by Rachel Provan, founder and CEO of Provan Success. Rachel, a top 25 customer success leader turned brain-based CS leadership coach, shares her expertise on a pressing issue many professionals face: imposter syndrome.Listeners will gain valuable insights into managing their own imposter syndrome and learn actionable steps to support their teams in navigating these challenges. Rachel's blend of personal anecdotes, professional experience, and practical advice makes this episode a must-listen for anyone in...
2024-07-1624 minPsychology of Customer SuccessThe Hidden Cost of Task Switching Do you struggle to stay productive amidst constant task switching? Join Rachel as she delves into the major issue of task and channel switching. Discover what task switching is, why it's a significant problem in the customer success industry, and learn practical tips to minimize its impact. From creating pockets of focus work to batch tasking and surprising tools, Rachel provides actionable strategies to help you achieve better results and feel less exhausted at the end of the day. Chapters: 00:00:00 - Welcome to Psychology of Customer Success 00:01:17 - The...
2024-06-2626 min
Digital Business EvolutionHow to Boost Customer Satisfaction and Create Loyalty with Rachel ProvanIn this episode of the Digital Business Evolution Podcast, Jess is joined once again by the fantastic Rachel Provan who is here to share her insights and experiences in the world of business and marketing. Rachel's journey from a corporate tech background to building her own successful coaching business is truly inspiring. We'll be delving into the power of customer engagement, the significance of creating a positive first experience for clients, launching your business, and the value of recognizing small wins. Rachel also provides invaluable tips for building and sustaining a thriving business, along with a sprinkle...
2024-06-2056 minPsychology of Customer SuccessThe Secret Weapon for Getting Raises and PromotionsAre you overlooking your biggest accomplishments? Discover a powerful tool to help you track, quantify, and showcase your achievements - the accomplishment tracker. By spending just 15 minutes a week, you can avoid the pitfalls of recency bias and clearly demonstrate the value you bring to your company. Here's what you'll learn: Why we naturally underestimate our own accomplishments and the cognitive biases at playHow to set up an accomplishment tracker using the STAR method to quantify your impactA step-by-step example of calculating the monetary value of process improvementsThe psy...
2024-06-1226 minThe Customer Success PlaybookCustomer Success Playbook Season 2 Episode 18 - Week in reviewSend us a textGet ready for an exhilarating episode of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger take you on a journey through the latest buzz in the customer success world.First up, they recount the smashing success of their inaugural Customer Success Playbook Pickleball event. From MVP Dave Ellen's killer serves to Keith Hanks' impressive debut, and the towering presence of Justin Chappelle, this event was packed with excitement and talent. Kevin and Roman discuss the possibility of taking this event nationwide, envisioning a future where customer...
2024-06-0509 minPsychology of Customer SuccessWhat it Takes to Make it to Executive LeadershipStruggling to adapt to changes in your CS Leadership Role?Feel like you’re always dealing with problems outside of your control?Join Madelyn DePrey, Global VP of Customer Success at Aircall, as she shares her expertise on rising through the ranks to executive leadership by mastering change, overcoming victim mentality, and learning from sales to enhance customer success strategies. Discover the transformative power of building cross-functional relationships and resilience in this insightful episode.BY THE TIME YOU FINISH LISTENING, YOU’LL LEARN:Effective Strategies for...
2024-05-1544 minPsychology of Customer SuccessHow to "Manage Up"Managing up isn't what you think...Do you ever feel like your boss just doesn't "get it"? It's time to get on the same page and rebuild your working relationship from the ground up.This episode breaks down a new perspective on "managing up" that prioritizes collaboration and mutual consideration over power struggles.YOU'LL DISCOVER:What managing up is and what is and what it isn't.10 concrete tactics for managing up effectivelyHow managing your team shows you how to manage upHow gratitude can spark a positive cy...
2024-05-0120 min
Sales Therapy by FlowlaCustomer Success Strategies for Startup Growth with Rachel ProvanRachel Provan and Alper Yurder discussed crucial points related to customer success management, the requirement of aligning goals to a customer's expected outcomes, awareness of evolving the customer's journey, options of different communication channels, maintaining healthy boundaries, and anticipating potential mistakes while engaging with customers.
2024-04-2443 minPsychology of Customer SuccessThe Loyalty Trap: Are You Fooling Yourself?Are your "best customers" actually as loyal as you think?Or could it just be a matter of convenience?Join me as I talk to the brilliant Ali Cudby and she shares her insightful take on the different levels of customer loyalty, and how we can help get more of our customers to the highest level - the Lucrative Loyal!BY THE TIME YOU FINISH LISTENING, YOU'LL LEARN: The three different tiers of customer loyalty - lazy loyals, limited loyals, and lucrative loyalsHow to identify which t...
2024-04-1740 min
Insider Secrets to a Top 100 Podcast with Courtney Elmer | Podcasting Strategy for Business GrowthHere's What Launching a Podcast Looks Like | Rachel ProvanHitting 'publish' on your podcast is one thing, but launching a podcast? It's the difference between your show being virtually invisible to listeners or popping off on the charts and grabbing the attention of your perfect listeners worldwide. But while plenty talk about podcasting's benefits for business growth, few provide a proven strategy for launching a podcast that dominates the charts with bingeworthy content that turns listeners into clients.That’s why I invited full-time business owner and new podcaster Rachel Provan to join me in this episode, so you can see how strategically launching a podcast......
2024-04-1216 minPsychology of Customer SuccessThe Psychology of Customer OnboardingIs your onboarding process falling flat? Are you struggling with low adoption rates despite your best efforts? It's time to rethink your approach and consider the psychology behind effective onboarding.Dive into the reason why traditional onboarding methods often fail and what you can do to revolutionize your onboarding process for better customer adoption.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The crucial difference between implementation and onboarding, and why you should focus on onboarding people, not just softwareWhy long implementation times, one-size-fits-all training, and information overload can sabotage yo...
2024-04-1029 minPsychology of Customer SuccessHow to Improve Employee Morale (When You Can't Give Them A Raise!)Is it possible to motivate your team without paying them more?In a time when workloads are doubling and raises are scarce – How can you keep your team motivated - even EXCITED - to give it their all? Money matters - no question about it. But it's only a small piece of what actually impacts job performance. Now I'm not saying to be cheap! Pay your people as well as you possibly can!But if you're getting no wiggle room from the C-Suite on budget - that doesn't have to me...
2024-03-2729 minPsychology of Customer SuccessWhy your SMART goals aren't workingLearn about the effectiveness of SMART goals in customer success and explore alternative goal-setting strategies that align with human psychology and brain science, including practical tips on setting and achieving goals that are more motivating, achievable, and relevant to the priorities of CS professionals.Are SMART goals stupid? Do you struggle to stay motivated by SMART goals? Well, there's a reason for that. SMART goals may not always be the best fit for the human brain and creative thinking. We'll dig into how to set goals that resonate with yo...
2024-03-2131 minPsychology of Customer SuccessIt's a Trap! (a.k.a. "My CEO LOVES Customer Success")Are You Falling for This Common Misconception About Your CEO's Support for Customer Success?Many customer success leaders believe their CEOs fully support customer success just because they say they do. But what if this belief is based on a misunderstanding?This episode dives into the dangers of assuming your CEO's initial enthusiasm equates to ongoing support and how this can lead to the unexpected loss of your CS department.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:How cognitive b...
2024-03-1334 minPsychology of Customer SuccessWhat Your Customers Aren't Telling YouBob London and I discuss the power of Radically Authentic Discovery in customer success, emphasizing deep listening and strategic questioning to uncover true customer insights and drive engagement. Bob shares practical tips and the psychological foundations behind his method, inspiring CS leaders to adopt a more human-centered approach in their conversations.Have you ever been blindsided by a customer churning?It’s not that your health score needs adjusting (again) or that they were being dishonest.You just weren’t asking the RIGHT QUESTIONS...
2024-03-0646 min
The Customer Success Pro PodcastPsychological Mindset Shift from Reactive to Proactive Customer Success with Rachel ProvanBeing a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.Imposter Syndrome, Prioritization, and Mindset Shifts in Customer Success. All topics we covered in Today’s talk with Rachel Provan. Today’s podcast will focus on how you have to shift your mindset in order to move from reactive to proactive Customer Success.Rachel Provan, founder of Proven Success, joins the podcast as the first guest to discuss her career tran...
2024-03-0643 minPsychology of Customer SuccessThe Language of the Executive SuiteAre you struggling to get your ideas across to the C-suite in your Customer Success role? Do you feel like they just don't see the urgency or importance of your CS initiatives and customer feedback, despite your best efforts?If this sounds familiar, you might be missing a crucial tool in your arsenal: strategic presentations. But it's not just about the slides; it's about understanding the psychology behind effective communication with senior leadership based on their point of viewIn this episode, we dive into the common pitfalls CS leaders face when communicating wi...
2024-02-2820 minPsychology of Customer SuccessDealing with Imposter SyndromeIf you're feeling the weight of imposter syndrome in your leadership role, constantly battling with thoughts that you're not good enough, welcome to the club! The pressure to appear perfect, handle everything on your own, and know everything can be overwhelming. Thankfully, none of those things are actually necessary. Let's explore effective strategies to overcome imposter syndrome and step into your role with confidence and authenticity.In this episode, you'll discover:· Overcoming imposter syndrome empowers leaders to thrive authentically. · Embracing vulnerability fosters genuine connections an...
2024-02-0727 minPsychology of Customer SuccessYou Don't Know What You Don't KnowWhy You Know Less Than You Think: Cognitive Biases in Customer SuccessJoin me as we explore the Dunning-Kruger effect, a cognitive bias that can impact customer success. Discover how overestimating abilities and misunderstanding customer needs can lead to challenges in the CS field. But what happens when we realize we don't know as much as we thought?Stay tuned to find out.In this episode, you'll discover:How the Dunning Kruger effect impacts your customers so you can tailor your strategies most effectively.T...
2024-01-3127 minPsychology of Customer SuccessGiving Negative Feedback Without Destroying MoraleDo you avoid giving negative feedback because you don't want to upset your employees? Do you ever worry they won't like you?You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy. Takeaways for You:Why the brain goes haywire in these situationsCaring About Employees vs. Being LikedHow to establish psychological safetyT...
2024-01-2431 minPsychology of Customer SuccessIt's Just Easier If I Do ItDo you feel completely overburdened with work - but can't begin to imagine how to show someone else how to do it?Worried it won't get done correctly and you will be blamed?Learn how to stop choosing short term benefit over long term success in this episode: It's just easier if I do it...BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER: How to delegate tasks in a way that your team will thank you forWhat to delegate - and what to keep for you...
2024-01-1022 minPsychology of Customer SuccessThe Mental Blocks Around the Customer JourneyHave you struggled to find best practices on the customer journey? Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle...It turns out there are a few small - kind of stupid - reasons it's such a struggle. You'll learn the limitations of traditional customer journeys that focus on the company's perspective rather than the customer's required outcomes. We'll dig into the concept of Customer Value Realization Maps, which involves considering every step BOTH the customer and your co...
2024-01-1023 minPsychology of Customer SuccessThe Essential Mindset Shifts for Successful LeadershipWant to know a secret? Setting your CS strategy is the easy part!What often prevents MOST CS leaders from achieving the results and recognition they hope for is their mindset.We'll dive into what the heck mindset is, how it affects your results, and how it needs to change as you move from an individual contributor to a leader. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: The key differences between a CSM mindset and a CS Leadership mindsetAdvice for how to let go of...
2024-01-1024 minPsychology of Customer SuccessThe Helper PersonalityAre you afraid to say no because you feel that you will come off as self-important or "not a team player"?Do you say yes to everything that people throw at you and believe you'll find a way to get it all done?If this rings a bell, you may have a "Helper Personality", as many in Customer Success do. It's a great quality to have, but like any strength, it also has a dark side that leads to burnout, resentment, and ineffectiveness. Learn the key strategies you need to make the...
2024-01-1028 minPsychology of Customer SuccessWelcome to Psychology of Customer Success by Rachel ProvanHumans don't think or behave like computers. You can't just run a command and get them to do what you want them to do. So why are you still basing your CS strategy based solely on logic?I'm Rachel Provan, CS Leadership Coach, Award Winning CS Strategist, and Certified Psych Nerd. I teach CS leaders how to build and scale world-class CS departments using a combination of strategy, leadership, and mindset, using my secret weapon, psychology.Come join me every Wednesday for Psychology of Customer Success, where we'll dive into why people do...
2023-12-1701 min
Video Voyagers: Edge of AIAI's Impact on Customer Communication with Rachel Provan, Founder and CEO of Provan SuccessIn this episode of Video Voyagers: Edge of AI, Rachel Provan, Founder and CEO of Provan Success, joins Audrey Lecker and Richard Benavides to explore emerging AI trends in personalization and customer support, the power of personalized video communication, and the role of generative AI in the future of strategic customer success.Rachel is one of the elite Top 50 Customer Success Leaders, well-known as a LinkedIn influencer and Coach. With over 16 years of experience in Customer Success leadership, she helps and guides emerging leaders in the field. Throughout her career, Rachel has successfully designed a...
2023-11-0930 min
Scale Tale - The Customer Success PodcastHow To Nail Upselling In Customer Success w/ Rachel ProvanOne of the biggest challenges in Customer Success is aligning goals and expectations. Many Customer Success Managers (CSMs) feel uncomfortable with upselling because they have misconceptions or haven't been properly taught. Rachel Provan joins Mausmi Ambastha, Co-Founder, ZapScale to share insights on how CSMs can approach upselling with compassion and a genuine desire to help customers through upsells. Mausmi and Rachel discuss:01:28 - Rachel's journey from acting to CS05:32 - Shou...
2023-09-2136 min
Women in Customer Success Podcast86 - From Fear to Fearless: Unleashing Effective Leadership in Customer Success - Rachel ProvanText us your questions and thoughts!Are you ready to unlock the secrets of effective leadership within customer success? Prepare for a transformative conversation with Rachel Provan, an accomplished customer success leadership coach, who brings her unique experiences from the performing arts to the table. We delve into Rachel's journey navigating leadership roles and the common pitfalls of new or struggling leaders - fear and micromanagement. Rachel generously offers invaluable advice on recognizing these signs and helping others discover solutions within themselves.We also confront the elephant in the room that plagues many CS leaders...
2023-07-1243 min
The Sales Leaders Operating System™How to Be A Conductor and Not A One Man Band with Rachel ProvanBeing a leader is tough.Especially if it's a new leadership role. Impostor syndrome is real. You might think you have to know everything, even though you just started. And how do you handle the people you manage who think they could do your job better than you can? Rachel Provan is here to relieve the pressure you're feeling and to explain why you don't have to do everything or micromanage to lead your team effectively. This is an enlightening and encouraging episode whether you're a tenured leader or a...
2023-07-0529 min
The Napoleonic QuarterlyEpisode 26: Q2-1798 - Destination EgyptHelp us produce more episodes by supporting the Napoleonic Quarterly on Patreon: patreon.com/napoleonicquarterly
1798. April… May… June… Three months in which Horatio Nelson utterly fails to track down Napoelon Bonaparte’s fleet heading for Egypt… Rebellion finally breaks out in Ireland where anger and frustration and repression soon lead to bloodshed... And on the Indian sub-continent a newly arrived British leader set on imperial expansion soon gets to work.
This is episode 26 of the Napoleonic Quarterly - covering three months of empty Mediterranean horizons - bad news for the British and very good news for the Fre...
2023-02-161h 30
GSD - Getting Services DoneEpisode 31: Rachel Provan is helping new Customer Success leaders with their careersJeff is joined by Rachel Provan, a Top 50 Women Leaders In Customer Success 2022 and Top 100 CS Strategist 2022! Rachel and Jeff discuss:
- Time Management boundaries in CS and how to get people to respect them and stop the pattern of interruption
- Rachel's career advice about "Heads of CS" positions
- The problem with the "player coach" role
- The Eisenhower matrix, the urgent important and how to use it to get your life back
- Strategies for getting that raise and promotion.
...
2022-09-2936 min
Unchurned - The No. 1 podcast for Customer SuccessConducting Effective Meetings ft. Rachel Provan“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael ProvanBuilding great relationship with customers is a great way to level up customer success. Conducting meetings can become a pathway to build this relationship and deliver value to enrich the experience of customers. Josh sits down with Rachel Provan, VP of CS at Provan Success, to chat...
2022-08-2328 min
Success League RadioInnovations in Leadership - Rachel ProvanOn this episode of Innovations in Leadership Kristen interviews Rachel Provan, the Director of Customer Success for Doodle. They talk about career paths, specifically the path from CSM to Director of CS. Don't forget to subscribe to keep up to date with more great Customer Success stories.
2022-04-0543 min
Gainsight GameChanger PodcastNavigating your career in Customer SuccessOnly a few years ago there was only one role in the customer success world, Customer Success Manager. But as things have evolved and success has become more specialized, a bunch of new roles have popped up in this space. To talk about how to navigate your career in the customer success world, we invited Rachel Provan, Customer Success Director at Doodle to join us. Rachel shares her views on specialization CS roles, the most common challenges her mentees face in companies and what is the future of CSMs. Is it true that they could be the next CEO’s...
2021-09-2321 min
The Napoleonic Wars PodcastNapoleon's Greatest Battle - Part 1In the first of two episodes on Napoleon's greatest battles, I'm joined by Josh Provan, Rachel Stark, Jimmy Chen and Geraint Thatcher as each makes the case for a different engagement deserving the title of Napoleon's greatest. We discuss Rivoli, Austerlitz, Marengo and Berezina, whilst also discussing whether Napoleon was a gambler, how the Pratzen heights were like a piece of cheese, and why fighting morons matters in war.Patreon: https://www.patreon.com/thenapoleonicistTwitter: https://twitter.com/ZwhiteHistoryYoutube: The Napoleonicist - YouTube Hosted on Acast. See acast...
2020-11-1257 min
2 Up Front Soccer2 Up Front #116: Lauren Barnes (Seattle Reign FC)Another week without Simon Provan is met by Rachel Wood co-hosting with Baxter Colburn. The pair welcomes Seattle Reign FC defender Lauren Barnes. Never miss an episode of 2 Up Front by listening on iHeartRadio, iTunes or Spreaker.com.
2017-06-231h 18
96.4 Eagle Radio Celebrity InterviewsRachel PlattenAdam catches up with Rachel Platten about her new album 'Wildfire', how she wrote 'Fight Song' and her latest single 'Stand By You.'
2016-01-2200 min