Best Customer Success Kpis Podcasts (2024)

1
BTB: Building Purpose-Driven Marketing Strategies (w/ Andi Graham, Big Sea) 44:37

2h ago44:37

44:37

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more In this episode of "Metrics & Chill," host Pete Caputa, CEO of Databox, chats with Andi Graham, CEO and Founder of Big Sea, about scaling a marketing agency and success in the purpose-driven space. Find out: How Andi tr…

1
CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) 47:57

5d ago47:57

47:57

#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…

1
How to Gain Control of Your Customers and Win Trust ft. Damien Howley 23:45

6d ago23:45

23:45

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…

1
BTB: Mastering Data-Driven Legal Marketing Success (w/ Guy Alvarez, Good2BSocial) 27:07

11d ago27:07

27:07

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more In this episode, Guy Alvarez, founder of Good2bSocial, shares his journey from lawyer to marketing expert and dives into successful digital marketing strategies for law firms. You'll learn: How Guy built a thriving digi…

1
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta 28:53

1h ago28:53

28:53

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 …

1
Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) 35:48

26d ago35:48

35:48

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…

1
Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) 51:22

12d ago51:22

51:22

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…

1
Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki 50:45

20d ago50:45

50:45

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 - …

1
BTB: Using YouTube to Drive Sales & Crafting Marketing Strategy (w/ Ali Schwanke, Simple Strat) 47:58

1M ago47:58

47:58

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more Ali Schwanke, CEO of Simple Strat, shares her insights on using YouTube to demonstrate expertise and act as a continuous, silent salesperson, the necessity of an experimentation mentality in your marketing efforts, the …

1
Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive) 52:12

26d ago52:12

52:12

#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…

1
Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot) 31:10

1M ago31:10

31:10

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…

1
Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365) 43:12

2M ago43:12

43:12

#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…

1
Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk) 47:31

2M ago47:31

47:31

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…

1
Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries) 46:13

2M ago46:13

46:13

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…

1
BTB: Driving Growth with Data Insights and Adaptable Leadership (w/ Adam Lewis, BBD Boom) 43:08

2M ago43:08

43:08

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more Adam Lewis offers insights into his 25-person team's strategies in system design and re-engineering work and the importance of proper training for sales teams. You'll learn: How Adam's agency employs benchmarks to measu…

1
Customer Persona Score 12:13

3M ago12:13

12:13

In this episode of Beyond the Dashboard, we're joined by Gray Mabry, CEO of iVenture Solutions, to discuss their innovative approach to measuring customer satisfaction. Gray shares insights on their "Customer Persona Score," a metric that goes beyond traditional NPS and CSAT scores. Discover how iVenture Solutions: Analyzes communication data to as…

1
Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp) 37:25

2M ago37:25

37:25

#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…

1
Email Marketing 17:38

3M ago17:38

17:38

Are you keeping pace with email marketing benchmarks in the MSP industry? In this episode, we dive into the key metrics and KPIs MSPs should track to optimize their email campaigns. We break down the email marketing funnel, including list size, open rates, click-through rates, and more. Learn the industry averages in each area and evaluate how your…

1
Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu) 48:23

2M ago48:23

48:23

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…

1
BTB: Growing a Technical Consulting Firm (w/ Connor Jeffers, hapily) 55:35

3M ago55:35

55:35

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more In this episode, we go behind the benchmark data as Connor Jeffers shares insights on building a successful technical consulting firm. You'll learn about their approach to demonstrating expertise through workshops and r…

1
Website Conversion Rate 9:11

3M ago9:11

9:11

Testing and Refining Your Website for Maximum Conversions Are you looking to grow your managed IT services business? In this episode, we dive into proven strategies to boost conversions and sales from your website. We discuss: The importance of tracking and optimizing your website's conversion rate Best practices for A/B testing call-to-action butt…

1
Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor) 43:22

3M ago43:22

43:22

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…

1
Customer Reviews 11:45

3M ago11:45

11:45

Get More 5-Star Reviews and Boost Your Credibility As an MSP, positive online reviews are critical for establishing trust and credibility with potential clients. In this episode, we dive into the #1 most important marketing KPI - customer reviews. You'll learn: The 3 main platforms to focus your review efforts (Google, Facebook, LinkedIn) Creative …

1
Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI) 46:40

3M ago46:40

46:40

#updateai #customersuccess #saas #businessJess Cohen, Head of CS and Community at UpdateAI, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in…

1
Win Customers Back With Handwritten Notes At Scale 23:16

3M ago23:16

23:16

Digital overload is all too common, Handwrytten is bringing back the personal touch in customer communication. Founded by serial entrepreneur David Wachs, Handwrytten leverages sophisticated robotics to craft personalized handwritten notes at scale, offering a unique way for businesses to connect with their customers. With a decade of innovation an…

1
Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI) 50:47

3M ago50:47

50:47

#updateai #customersuccess #saas #business Ryan Seams, Head of Customer Success at Assembly AI joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more. Timestamps 0:00 - Preview 1:01…

1
Sales Conversion Rate 17:40

4M ago17:40

17:40

Maximizing MSP Sales: Improving Conversion Rates The hosts discuss the inherently slow sales cycle of most Managed Service Providers (MSPs), leading to low lead conversion rates. Paul Green highlights the importance of pre-qualifying prospective clients and improving the sales process. He stresses personalized and efficient sales meetings rather th…

1
Clicks & Mortar: Crafting Digital Shelf Space with Umai Marketing 37:51

3M ago37:51

37:51

Umai Marketing is redefining the game in digital marketing for authentic Consumer Packaged Goods (CPG) brands. Founders Alison Smith and Karin Samelson share their journey and insights on how they help brands flourish online, from e-commerce to retail shelves. "The biggest mistake we see brands make is underestimating the power of community and sto…

1
Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend) 46:28

3M ago46:28

46:28

#updateai #customersuccess #saas #business Szuyin Leow, VP of Customer Experience at Transcend joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development. Timestamps 0:00 - Preview 0:3…

1
Lead Time 10:16

4M ago10:16

10:16

Streamlining Business Operations Through Lead Time Metrics Wim explores the important metric of lead time - the total time from initiating a task to completion. He explains how lead time matters more than just time spent on work. By minimizing lead time, MSPs can operate more efficiently. Strategies include pricing consistency, automation, and cros…

1
Designing Success: Tasha Romano's Blueprint for E-commerce Branding 39:29

4M ago39:29

39:29

Let's talk about the transformative power of branding in e-commerce with Tasha Romano from Form & Flow Studio. In this episode, we explore how branding goes far beyond traditional perceptions. A must-listen for those in the e-commerce industry looking to enhance their brand strategy. Note: This episode originally aired on YouTube on June 23, 2023. …

1
The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp) 36:58

4M ago36:58

36:58

Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠ & ⁠Josh Schachter⁠. They discuss how OnRamp is designed to streamline the onboarding process for customers. The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue. From Paul's …

1
BTB: The Power of Niche & Focus (w/ Joe Sullivan, Gorilla 76) 55:48

4M ago55:48

55:48

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more Pete Caputa chats with Joe Sullivan to learn how he grew Gorilla 76 by offering focused, specialized services for a specific niche. Links: Follow Joe Check out Gorilla 76…

1
Flow Efficiency 11:55

4M ago11:55

11:55

Improving Flow Efficiency for Better MSP Performance Wim explains the concept of flow efficiency, using an office migration example. He discusses how efficiency depends not on number of tickets, but on time spent usefully working on a project. MSPs should focus on work performed rather than individual workloads. Addressing one ticket at a time impr…

1
Mastering Collaboration, Ecomm Innovation, and Strategic Growth with Andy Segal from Honey Mama's 32:22

4M ago32:22

32:22

Explore the dynamic intersection of e-commerce, retail strategy, and collaborative innovation with Andy Segal, the senior sales manager at Honey Mama's. Honey Mama's delivers delicious refrigerated truffle bars via retailers and ecomm. Andy brings a wealth of experience in navigating the complex landscapes of the food industry, from boutique brands…

1
155: How To Run a Lean ABM Program (w/ Mason Cosby, Scrappy ABM) 51:15

4M ago51:15

51:15

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more In this episode, Mason Cosby - founder of Scrappy ABM, shares the importance of aligning marketing and sales strategies for business growth. If want to learn more about ABM or want a way to start small and run a "lean A…

1
AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark) 52:12

4M ago52:12

52:12

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/Y8B6do0iado Tired of answering the same customer queries over and over again? How about cloning yourself? Let's hear from our guest, Bethany Stachenfeld, Co-founder & CEO of Sendspark, about scaling personal touch wi…

1
Lead to Appointment Conversion Rate 14:45

4M ago14:45

14:45

Deciphering the Lead to Appointment Conversion Rate in Sales In this informative conversation, the speakers delve into the concept of lead to appointment conversion rate, a measure of a sales team's effectiveness in turning leads into scheduled appointments. The speakers highlight that the conversion rate can depend on factors like geography, busin…

1
Read Your E-Commerce Data Like An Expert with John Reinesch of Exponential Growth 27:04

4M ago27:04

27:04

Become a fearless e-commerce data analyzer with John Reinesch, founder of Exponential Growth. In this episode, we peel back the layers of analytics, reporting, and tracking in e-commerce, discussing everything from the transition to GA4 to the intricacies of customer engagement metrics. If you want to sharpen your e-commerce strategies and understa…

1
The Reality of Career Growth: Everyone Does CS ft. Ejieme Eromosele (Success In Black, Quiq) 50:40

4M ago50:40

50:40

As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the culture committee. She is also the founder of Success in Black, an award-winning platform to advance diversity, equity, and inclusion in customer success. She is also an active angel investor and advisor t…

1
Customer Acquisition Cost (CAC) 10:06

4M ago10:06

10:06

Understanding and Maximizing Your Customer Acquisition Cost (CAC) for Business Growth In this episode, Vince Crisler discusses the importance of tracking the cost of customer acquisition (CAC) for businesses, particularly SaaS and MSPs (Managed Service Providers). They delve into calculating CAC, including factors such as marketing, onboarding, dem…

1
Mastering the Art of Content Marketing: Insider Tips with Hannah Mizelle of Agency 102 32:59

5M ago32:59

32:59

Join us in chatting with Hannah Mizelle, a content marketing expert from Agency 102. Discover how they navigate the rapidly changing landscape of content creation and leverage both organic and paid strategies to maximize client success. Note: This episode originally aired on our YouTube channel on July 20, 2022. What we discussed (00:47) Meet Hanna…

1
Work In Progress (WIP) 13:36

5M ago13:36

13:36

Understanding and Improving Work In Progress (WIP) Wim discusses the important metric of Work In Progress (WIP) and how it impacts managed services providers (MSPs). He explains how WIP refers to tasks currently being worked on across departments. By reducing WIP, MSPs can increase productivity and improve workflow. Strategies include cross-trainin…

1
Navigating the Shift from Retail to Digital with Jimmy Semrick from Brella Drops 30:26

5M ago30:26

30:26

Mix a drink and step into the innovative world of e-commerce with Jimmy Semrick, co-founder of Brella, a pioneering brand in the cocktail concentrate industry. This episode highlights Brella's strategic shift from a retail-based approach to conquering the online market. Learn from Jimmy about the challenges and milestones in building a brand that c…

1
Must-Have KPIs for E-Comm Businesses: Insights from Sarah Delevan of the Good Food CFO Podcast 43:05

5M ago43:05

43:05

Sarah Delevan, host of the Good Food CFO Podcast, joins us to delve into the crucial role of financial sustainability in good food businesses. Drawing on her dual expertise as a specialty food buyer and a business owner, Sarah discusses the intersection of mission-driven food production and sound financial strategies. From managing margins to strat…

1
Will 2024 Mark the End of Generalist CSM Roles? 48:48

5M ago48:48

48:48

We are heading in 2024! In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024. 00:00 - Preview & Intro 01:08 - Jon is sensitive about his music 08:16 - Everyone shares their lows and highs of 2023 20:50 - K…

1
154: Turning Proprietary Data Into Killer Content (Rachel Whitehead, ChartMogul) 39:45

5M ago39:45

39:45

Links Try Benchmarks Explorer Learn More About Databox Subscribe to our newsletter for episode summaries, benchmark data, and more Learn how Rachel Whitehead (VP Marketing, ChartMogul) and her team leveraged internal data to create valuable content that drove brand awareness, traffic, and signups. Links Follow Rachel Try ChartMogul…

1
Number of New Sales Appointments 13:45

5M ago13:45

13:45

Transforming Your MSP Business by Tracking New Sales Appointments Paul Green discusses the importance for Managed Service Providers (MSPs) to focus on procuring quality sales appointments. He asserts that many MSPs struggle in this area. To improve, Paul recommends a process that starts with identifying leads and converting them into prospects. Int…

1
E-Commerce Accessibility: Boost Profits and Avoid Liability with Bet Hannon of AccessiCart 39:43

6M ago39:43

39:43

In this episode, we talk about the crucial yet often overlooked world of e-commerce accessibility. Join us as we chat with Bet Hannon, the CEO and founder of AccessiCart, to explore the intersection of digital marketing and accessibility for people with disabilities. Discover the legal, moral, and business imperatives of making your e-commerce plat…

1
Supercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak) 45:52

6M ago45:52

45:52

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=shared Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Wouldn't life become a breeze if renewals could be automated? Well, Rene…

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Customer Success Kpis Podcasts

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