Shows
Account Management SecretsEpisode 17: Expanding Existing Accounts with the REACH FrameworkHow can account managers and customer success teams become true drivers of growth in today’s competitive, profit-focused landscape? In this episode, Rod Cherkas, the author of “The Chief Customer Officer Playbook” and “Reach: A Framework for Driving Revenue Growth from Your Existing Customers,” joins Alex Raymond to share insights into his REACH Framework, a structured approach to uncovering expansion opportunities, building stronger customer relationships, and delivering consistent value.
Rod challenges the status quo by urging customer success teams to adopt a more revenue-focused mindset and demonstrates how methodologies like the REACH Framework can turn account manag...2024-12-2742 min
GTM Disrupted with Mike SmartCustomer Success Growth StrategiesGTM Disrupted host Mike Smart and Rod Cherkas, author and CEO of HelloCCO explore how customer success has evolved into a key driver of growth in SaaS businesses.Rod draws on his extensive experience as a customer success leader at companies like RingCentral, Marketo, and Gainsight to inform the discussion. He shares insights from his new book, REACH, and explains how SaaS companies implement this framework to fuel top-line growth and generate expansion revenue.Key Takeaways from this Episode Include: Leveraging Customer Success as a Growth Engine Adopting the REACH Framework2024-12-1036 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.Chapters:00:00:00 - Intro00:01:18 - Rod’s Background and Path to CS00:02:42 - Journey from Product to Customer Focus00:03:45 - Intuit’s Customer-Centric Approach00:04:27 - Applying Experience Design Principles00:05:02 - Hello CCO0...2024-07-1654 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsight and the culture of startupsHer home in consulting (CSM Practice) vs. being a full time employeeBeing part of CS from the ground floorThe advancement of CS to where certification and degree programs have enabled college grads an entr...2024-04-0954 min
Subscription Stories: True Tales from the TrenchesSeason Five Wrap-Up and Season Six Sneak Peek with Robbie Kellman BaxterSeason 6 is launching soon, but while you wait, catch up on our most recent season. Some of Season 5’s most popular episodes include Mighty Network’s Gina Bianchini returning to subscription stories for a second time to share her wisdom about building purpose-driven communities, as well as Dan Zavorotny of Nutrisense talking about blending hardware, software, and services into a single subscription, and Anne Janzer on subscription marketing.
We went deep on customer success with Rod Cherkas, author of the Chief Customer Officer Playbook, and about scaling membership with Pavilion Founder, Sam Jacobs. We talked a lot about subscr...2023-12-0602 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022As a neutral podcast host, I am not supposed to pick favorites...so I won't.But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:Podcasting in CSThe evolution of digital CS towards making CSMs more ef...2023-10-241h 06
Unchurned - The No. 1 podcast for Customer SuccessDriving Revenue Growth with the CCO as a Strategic Partner ft. Alexis H. (Heidrick & Struggles) & Rod Cherkas (Hello CCO)When revenue growth is a company's top priority, the value of post-sales teams is often overlooked.Customer success (CS) teams are among the most critical touchpoints in the customer journey. By partnering with the CCO, who can help develop and implement customer-centric strategies that increase customer satisfaction, loyalty, and spending, companies can retain their existing customers and boost revenue.In this episode, Josh Schachter, Founder of UpdateAI, speaks with Alexis Hennessy, Partner at Heidrick & Struggles, and Rod Cherkas, CEO and Founder of Hello CCO, about:The role of post-sales teams in driving revenueThe need...2023-09-2024 min
All About The CustomerAuthor Rod Cherkas on Why Marketing Should Have a Bigger Post-Sale RoleThe advent of customer marketing has shown why marketing’s role shouldn’t stop after the sale. Unfortunately, not enough companies are getting on board. But author Rod Cherkas believes that should change. In this episode, Rod shows how marketers’ skill sets nicely mesh with customer success teams, why our existing customers are currently the best source of new bookings, and he dives into his book, The Chief Customer Officer Playbook.2023-08-3040 min
Unsubscribed!#49 How to build a Customer-Centric Company with Rod CherkasIn this episode of Unsubscribed! hear from Rod Cherkas, Founder and CEO of HelloCCO and Author of the Chief Customer Officer Playbook. Learn about:
What exactly Customer Success is and why it's so vital right now
How to put yourself into your customer's shoes
Variable compensation for Customer Success Managers
Hot tips from his book
2023-08-2846 min
moonbeamloREADDOWNLOAD@! The Chief Customer Officer Playbook 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table Free OnlineDownload The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table Full Edition,Full Version,Full Book by Rod Cherkas Reading Now at : https://happyreadingebook.club/?book= OR DOWNLOAD EBOOK NOW! [PDF] Download READ/DOWNLOAD@! The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table Free Online Ebook | READ ONLINE Download READ/DOWNLOAD@! The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a...2023-05-1500 minSubscription Stories: True Tales from the TrenchesDoes Your Company Need a Chief Customer Officer? With Rod Cherkas, Author of The CCO PlaybookIn the Membership Economy, customer-centricity is critical in building lasting relationships and optimizing lifetime value. As a result, the Chief Customer Officer, or CCO, is increasingly present at the leadership table. Today’s guest, Rod Cherkas, founder of HelloCCO, literally wrote the book on the CCO role. It’s called The Chief Customer Officer Playbook: 8 Strategies that will Accelerate your Career and Win you a Seat at the Executive Table and it just came out in Spring of 2023. The book is based on Rod’s own experience as a Post-Sale leader at companies including Intuit, RingCentral, Marketo and Gainsight. In tod...2023-04-2638 min
Gain Grow RetainBuilding Predictability Into Your CS OrganizationRod Cherkas, CEO and founder of HelloCCO, joins Jeff Bruensbach this week to talk about creating predictability and stability through consistence processes, which come from building consistent skills.
In order to make this happen, CCOs (or those who aspire to become one) should focus on:
Building cross-functional relationships
Communicating effectively
Segmenting customers and building plans for each segment
Use 1:many processes for repetive CSM work
Help stakeholders learn customer experience
Connect with Rod here
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer...2023-04-1037 minSubscription Stories: True Tales from the TrenchesSeason Four Wrap-Up and Season Five Sneak Peek with Robbie Kellman BaxterHey it’s Robbie Kellman Baxter, host of the Subscription Stories podcast. Season 5 is launching soon, but while you wait, catch up on our most recent season. Season 4 has some of our listener’s favorite episodes ever.
We opened the season with two thought leaders, Nir Eyal, author of Hooked and Indistractible, and Tiffani Bova, Salesforce Global Evangelist. If you’re interested in the technical side of building forever transactions, you’ll love hearing from, Piano’s Travor Kaufman and Optimized Payment’s Paul Larsen, experts in operationalizing online subscriptions and billing. And there were some great practitioner...2023-03-0801 min
Helping Sells Radio349 Rod Cherkas Packaging your services offerings to support fast growthWe are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Rod Cherkas is the CEO of HelloCCO, a strategy consultancy and advisory firm to CCOs. His Propel22 talk is about packing services offerings to support...2022-03-0924 min
Flourish CXThe Great Retraining with Rod Cherkas, HelloCCOThe Great Resignation of 2021 has left many organizations reeling, but we need to respond to its rippling effects. Rod Cherkas, CEO and Principal at HelloCCO, gives his advice for managing this transition, balancing cost and growth, and optimizing learning. Rod shares tips for creating a personalized experience at scale. Strategically using a mix of high-touch and self-service approaches allows organizations to manage their limited people and time well. Join us for a conversation that will prepare you to equip your team and customers for success, even in the midst of change.2021-12-2325 min