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Strikedeck Radio: Customer Success Live

Podcasts

Podcast by Strikedeck & Kristen Hayer

Podcast by Strikedeck & Kristen Hayer

Location:

Sunnyvale, CA

Genres:

Podcasts

Description:

Podcast by Strikedeck & Kristen Hayer

Twitter:

@strikedeck

Language:

English

Contact:

408 568 1861


Episodes

Ep 92, Meredith Blanchar, Focusing on Value in 2021

1/7/2021
Join Kristen Hayer in conversation with Meredith Blanchar, Senior VP of Customer Success and Support at SailPoint as she talks about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021.

Duration:00:25:26

Ep 91, Carl Gold, Fighting Churn with Data

12/17/2020
Join Kristen Hayer in conversation with Carl Gold, Chief Data Scientist at Zuora as he gives insight on how to collect data on, measure and address churn the right way.

Duration:00:29:21

Ep 90, Mel Bilge, Moving into CS Leadership Through Growth

12/3/2020
Join Kristen Hayer in conversation with Mel Bilge, Manager, Customer Success at LearnDot as she’ll be sharing her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position.

Duration:00:48:11

Ep 89, Dev Kurbur, Case Study on using the CRG Crisis Recovery Framework for CS

11/19/2020
Join Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.

Duration:00:24:34

Ep 88, Sunil Joseph, Professional Services or Customer Success?

11/5/2020
Join Kristen Hayer in conversation with Sunil Joseph, VP of Customer Success at Avanoo as we discuss how professional services are different from customer success, and how to make a shift from a professional services approach to a customer success approach if that is right for your company.

Duration:00:47:07

Ep 87, Rachel Jugai, Over-processing Processes for CSMs

10/22/2020
Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you can leverage your customers success team’s strengths.

Duration:00:29:03

Ep 86, Will Lopez, The Ideal Customer Profile & The Cost of Success

10/8/2020
Join Kristen Hayer in conversation with Will Lopez, VP of Customer Success atPhone2Action as they about the concept of creating an ideal customer profile, and how the cost of servicing customers ties into that idea.

Duration:00:32:32

Ep 85, Boaz Maor, Building a CS team out of Support

9/24/2020
Join Kristen Hayer in conversation with Boaz Maor, Chief Customer Officer at talech as he talks about how he is converting a support team to a customer success team.

Duration:00:38:37

Ep 84, Michelle Novak, Customer Business Reviews

9/10/2020
Join Kristen Hayer in conversation with Michelle Novak, Manager, Customer Success at Iterable as she shares some of the ways she has made Customer Business Reviews easier for her team and gotten their customers more involved in the whole process.

Duration:00:29:10

Ep 83, Emilia D'Anzica, Leveraging Emotional Intelligence as a CS Leader

8/27/2020
Join Kristen Hayer in conversation with Emilia D'Anzica, Consultant, Customer Success at GrowthMolecules as she talks about emotional intelligence, why that is important as a leader in Customer Success, and how you can develop your emotional intelligence.

Duration:00:31:25

Ep 82, Shari Srebnick, Building Account and Success Plans

8/14/2020
Join Kristen Hayer in conversation with Shari Srebnick, Head of Client Success US at Searchmetrics as she talks about how she worked with her team to build both an account plan template and a joint success plan.

Duration:00:49:45

Ep 81, Keri Keeling, Managing Remote CSMs

7/30/2020
Join Kristen Hayer in conversation with Keri Keeling, Global Head, Customer Success Innovation and Intelligence at vmware as she shares her experience in management roles as a remote leader or with dispersed teams.

Duration:00:40:40

Ep 80, Andrew Cutler, The Challenges to Adding CS to a Mature Organization

7/16/2020
Join Kristen Hayer in conversation with Andrew Cutler, V.P Strategy, Transformation and CS at Software AG as he shares his experience with putting CS in place in a mature organization, and one that has been focused on on-premise software.

Duration:00:28:04

Ep 79, Kris Morrison, Customer Success in a Time of Crisis

6/18/2020
Join Kristen Hayer in conversation with Kris Morrison, VP of Customer Success at Interact Software and talk about how customer success can shift gears in a crisis.

Duration:00:38:57

Ep 78, Chitra Madhwacharyula, Consulting Mindset in Customer Success

6/4/2020
Join Kristen Hayer in conversation with Chitra Madhwacharyula, VP of Global Customer Success & Services at Joveo to gain insight on how a consulting mindset can benefit a customer success professional.

Duration:00:33:31

Ep 77, Gaines Murfee, Taking a Product Approach to Customer Success

5/21/2020
Join Kristen Hayer in conversation with Gaines Murfee, Product Manager at Chili Piper as he shares his approach to shifting to a 100% focus on customer success.

Duration:00:44:23

Ep 76, Clayton Moulynox, Building a Global CS Team

5/7/2020
Join Kristen Hayer in conversation with Clayton Moulynox, Founder of MXGrowth as he shares his experience building customer success at Auth0 from when it was a startup with 20 employees, through the scaling process to land at a company of 600 employees.

Duration:00:46:04

Ep 75, Chris Hicken, Creating Actionable Churn Categories

4/23/2020
Join Kristen Hayer in conversation with Chris Hicken, CEO of 'nuffsaid as he shares his approach to developing churn categories that are actionable and easy to implement.

Duration:00:45:48

Ep 74, Maranda Dziekonski, Switching Industries & the Role of Domain Expertise

4/9/2020
Join Kristen Hayer in conversation with Maranda Dziekonski, the Vice President of Customer Success and People Operations at Swiftly as they talk about the ways to navigate shifting from one industry to another, and the role of domain expertise in learning a new industry.

Duration:00:35:35

Ep 73, Cairo Amani, Promoting Your Career as a Woman in Customer Success

3/26/2020
Women's Month Special Podcast! Join Kristen Hayer in conversation with Cairo Amani, Customer Success Manager for Lane and the Co-founder of ThriveNetwork as they talk about how women can promote their careers in customer success. If you’re a guy, please don’t skip this episode. It’s important to the women in your life that you understand how you can help. All-Female Crew: - Host: Kristen Hayer - Producer: Zahra Iqbal - Guest: Cairo Amani - Editor: Taylor Cormier

Duration:00:28:47