Shows
Customer Success WeeklyFinding right fit customersWe can support the Sales and Marketing in attracting better customers. Here's how.2021-03-1201 minCustomer Success WeeklyPushing Back To Sales And Product (And How It Helps Your Relationship)Do you want to be taken more seriously as a Customer Success Manager? You need to push back. Here’s how and why pushing back will help you collaborate better with your colleagues.2021-03-0501 minCustomer Success WeeklyHow To Make Marketing Your Best Friend As Customer Success Manager (And Create Better Case Studies)I love a solid case study. And many potential customers do, too!
But most Customer Success teams are somewhat reactive when it comes to their relationship with Marketing. They are asking for a case study? Okay, let’s pull something out of our sleeves!
Let’s Be Proactive, Shall We?
I believe that Customer Success should actually be leading new case studies. Here’s why:
You know what works, and for which types of customers in which verticals and industries your product is a great fit. Marketing likely only sees the shiny...2021-02-2601 minCustomer Success WeeklyHow To Not Drive Your Product Manager Crazy With Customer InputMany customers usually means a lot of ideas. That's great! But if we just send every request to our colleagues in the product department... their inbox will be full. Here's a better way to handle customer requests for optimal output.
When I look back at my first weeks in a customer-facing function, I remember very clearly how excited I was about all the customer feedback that I received.
“I love that your solution does X and Y. You know what would be amazing? If it also did Z!”
What an incredible insight! Our paying cust...2021-02-1904 minCustomer Success WeeklyHow Hurdles Helped Me Make My Onboarding BetterI have to admit: I was never a big fan of hurdles and track racing. I always had this fear of falling over one of them, in front of the rest of my class.
But imagine how bad it would be if you’re running a track, unsuspectingly – and suddenly a massive hurdle pops up out of nowhere. And knocks you off your feet.
That’s how our customers can feel during onboarding as well.
We’ve promised them this shiny new world – and hopefully got them super excited about starting their journey with us. A...2021-02-1201 minCustomer Success WeeklyTwo Finance Metrics That Help Customer Success Communicate BetterCSMs usually don't have too much to do with the Finance department. What a wasted opportunity!
Yeah, Finance isn’t the most sexy topic to talk about if you’re in Customer Success. We all care more about the human side of the business, right?
But today I want to talk to you about two financial metrics that actually come in really handy if you’re a Customer Success Manager. I’m talking about ARPA (Average Revenue per Account) and ARPU (Average Revenue per User). Here’s how you can use them to your advantage.
...2021-02-0501 minCustomer Success WeeklyThe 4 Key Questions Customer Success Needs To Ask Sales During HandoverA good handover is the first big step to a healthy and happy customer. Here is how you can make your sales handover smoother immediately.
Even before the ink on your contract is dry, you might be on a slippery slope down. Too many customers with great potential get lost because the handover between Sales and Customer Success just isn’t that great.
You can fill a book with the processes and workings of a perfect handover culture, but here’s my take: To fix the most urgent issues, 4 questions are enough. Ask your Sales rep...2021-01-2901 minCustomer Success Weekly3 Tips to communicate with Sales & Marketing EasierHow can we talk more with Sales, Marketing and the Product department? It all starts with these 3 simple measures you can implement today.
Customer Success is a mindset, not just a department.
That’s why a part of our role as Customer Success Managers is to also activate our colleagues: Everyone needs to be aware what is happening with our clients!
Renewal, churn, upsell – we need to constantly nudge our colleagues towards understanding these key concepts of Customer Success.
Here’s why:
If Sales, Marketing, and the Product department unders...2021-01-2901 min
Customer Success WeeklyWhat can SAAS GTM Teams do NOW?Covid-19 is hitting all of us, and SaaS companies are taking a hit, too. We're walking through the current effects on the SaaS ecosystem and what SaaS GoToMarket Teams can do to prevent damage now.2020-04-0348 minCustomer Success Weekly5 Ways Islands Can Become More Resilient & Sustainable - #08 with Bonnie Lewtas, TurtlCoWe all love tropical islands. But what's the impact that our vacation has on the destination? In this episode of the Growing Green Podcast, we take a look behind the scenes of the island tourism industry.
You can find out more about our guest on turtlco.com2020-01-2042 minCustomer Success WeeklyNeuromarketing and how to use your brain for sustainable growth! #07 with Philip Jordanov, NeurofiedWe talked about the power of Influence, how you can harness psychology to build growth strategies for businesses and which "psycho-hacks" have dominated the headlines recently.2019-12-1045 minCustomer Success WeeklyElectric Cars and the future of renewable energy! - #06 with Renke Barendrecht, Nissan EuropeWe all talk about Electric cars and mobility, but how do we actually benefit from it? We talked to Renke Barendrecht, EV Network Specialist at Nissan Europe, about electric mobility and the charging infrastructure needed for it. 2019-12-0244 minCustomer Success WeeklyGrow your people, grow your Saas! #05 with Joliene van Grieken - IMPRAISESaaS (Software as a Service) business models are dominating the digital economy, and are slowly becoming one of the biggest overall industries. Yet, the concept of SaaS is still alien to many.
Joliene van Grieken - co-host of the Growing Green Podcast - is a seasoned SaaS Growth Marketer. Her current position as Head of Lead Generation at IMPRAISE, a SaaS solution in the HR space, is one of many experiences in the field. Time to talk to Joliene about the state of the art of SaaS Growth Marketing, KPIs, and the Do's and Don'ts for startups...2019-11-0433 minCustomer Success WeeklyDark Kitchens and Vegan Delivery Services - #04 with Rens Bekker, BrightkichenWhere does your food really come from? If you order food on Thuisbezorgd, Deliveroo, and Uber Eats, you probably expect it to come from a restaurant somewhere in the city. But the delivery services have created a new kind of restaurants: "Dark Kitchens" are delivery-only restaurants, often offering many different products and cuisines from a single kitchen.
Rens Bekker has founded the most successful dark kitchen in Amsterdam. In this episode of the Growing Green podcast, he shares the story of how he started Brightkitchen and how he is growing his range of delivery-only food brands.2019-10-1229 minCustomer Success WeeklyThe pitfalls of measuring sustainability - #03 with Boudewijn Mos, EcochainEcochain is on the forefront of making sustainability actionable: With their SaaS solution, companies can model their supply chain and measure and reduce the emissions of their company efficiently. You'd think that the sustainability community was joyful when they launched their innovative solution - but instead, they were their fiercest opponents.
In this episode, we talk about the foundation of how sustainability gets measured, how Ecochain build a solution around this and how they scaled their market share and team.
More links:
ecochain.com
rootsandroads.io2019-09-2336 min
Customer Success WeeklyWhy do so many trucks run empty? #02 - Sharon from QuicargoSolving the last mile is one of the big challenges of today's logistics industry. Quicargo is a B2B marketplace that fills empty pallet space in trucks. A competitive industry - but a promising one. We talked to Sharon Sciammas, Head of Growth at Quicargo, about the challenges of a B2B marketplace, what role sustainability plays for the company, and how they are aiming for sustainable growth,2019-09-0139 min
Customer Success WeeklyWashing your shirt is oldschool! #01 - Kasper from LABFRESHKasper from LABFRESH joins us for this episode to talk about the sustainable success story behind his repelling tshirts, how they leveraged Kickstarter and how they keep growing.2019-08-1627 min