Rory Kelly - Customer Success expert shares the importance of knowing the human behind the customer.
Manage episode 294684366 series 2763366
In this episode Ross and John sit down with Rory Kelly. Rory Kelly brings a wealth of customer experience knowledge to the table, his worked across media agencies and more over in HubSpot as start off, very much on the customer success side bringing forth value to customers and avoiding that dirtiest of dirty word ‘churn’ to really help customers become their own rockstars.
He's been able to navigate through the very early insertions of HubSpot here in EMEA.
Growing that team and leading that team to its success.
We start by discussing Rory Kelly’s career journey, what brought him to where he is and what led to those decisions.
- Fortunate and unfortunate events
- Wanting to be a Chef and so the blog exists
- A vibrant economy
- What is customer success?
- Leadership
- Getting customers to become their own rockstars
- Who is the human behind the customer
Rory shares why sales leaders should invest in customer success.
- The life cycle does not stop after the sale
- Globally professional
- Customer feedback
- Working hand in glove
- Legacy “stuff”
- Retention is not enough
- Fearless, entrepreneurial and adventurous
He further tells us about phrases created at HubSpot and how it becomes part of their language.
- Deligh-sion
We then touch on how he replicates passion and leadership.
- The profile of people
- Blueprint
- Finding your fire
- Being the example
- Nature of transparency
- Psychological safety
- What shapes me
Lastly, Rory shares some anecdotes and elements of “crack”.
- Breaking down old school business practices
- Nature of being your own boss
- Humility and humbleness
102 episodes