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Brett Grimes Podcasts

Brett Grimes public [search 0]
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Expert CRE Secrets Podcast

Brett Swarts

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Being a CRE Agent and Building Passive Wealth at the same time used to be complicated. NOT ANYMORE WITH eXp COMMERCIAL! Learn how eXp Commercial is the Netflix vs old Blockbuster type CRE brokerage model such as Marcus & Millichap, Cushman & Wakefield, JLL, CBRE, Keller Williams Commercial, & Sperry Van Ness. Start building wealth for yourself, your family, and your team (NETFLIX WAY) vs for the BIG corporation and old way of doing things (Blockbuster). Learn how eXp Commercial inspires more ...
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Unchurned - The No. 1 podcast for Customer Success

Josh Schachter - UpdateAI

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The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. The CS & BS series is a part of the Unchurned podcast wherein, with each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team. Unchurned, and the CS&BS series, ...
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Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures) 46:02

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#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards,…
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How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai) 44:53

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#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future con…
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Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi) 55:09

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#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and r…
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Dating, CS & Banter ft. Ben Winn (FirstMark) 42:05

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#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, …
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Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) 51:22

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Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Int…
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Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk 44:19

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#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee…
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Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) 50:53

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#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACK…
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Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft) 47:47

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#updateai #customersuccess #saas #business Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and …
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Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) 47:19

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#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his …
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Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik) 29:25

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In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss: 0:00 - Meet Nick & how health scores help predict customer churn risk 7:00 - Working at LinkedIn inspired Nick's startup journey 13:03 - Nick's …
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CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) 47:57

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#updateai #customersuccess #saas #business John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospec…
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How to Gain Control of Your Customers and Win Trust ft. Damien Howley 23:45

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Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamp…
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Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta 28:53

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Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:- The changing job market and …
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Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) 35:48

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Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the differenc…
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Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) 51:22

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Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the- Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customersSeth emphasizes failing for…
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Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki 50:45

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Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. Timestamps 0:00 - Preview & Intros 2:25 - …
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Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive) 52:12

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#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss:- Challenges of constant employee turnover- Aligning Sales & CS on Success Plans- Strategies for successful cross-functional collaboration- Role of AI i…
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Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot) 31:10

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Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team. Jo…
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Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365) 43:12

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#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of…
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Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk) 47:31

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Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Ma…
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Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries) 46:13

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Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet…
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Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp) 37:25

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#updateai #customersuccess #saas #businessSarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.Timestamps0:00 - P…
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Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu) 48:23

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Unchurned is presented by UpdateAICarie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conver…
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Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor) 43:22

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Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia. Timestamps0:00 - Preview0:58 - Intros & BS4:40 - Arbor Education 8:45 - Zoe…
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