Creating Customer Success

Creating Customer Success

By Daniel Cattini and Alex Truman
Welcome to the Creating Customer Success Podcast series, hosted by Daniel Cattini and Alex Truman. In this series, we interview CS leaders to learn how to build and run the best CS teams.
Where to listen
Apple Podcasts Logo
Breaker Logo
Google Podcasts Logo
RadioPublic Logo
Spotify Logo
Currently playing episode

Creating Customer Success - Episode 20: Peter Cohan

Creating Customer Success

Go to next audioGo to next audio
Go to prev audioGo to prev audio
1x
Creating Customer Success - Episode 20: Peter Cohan
In this episode we were joined by Peter Cohan, author of the book, Great Demo! Peter founded Great Demo! in 2003 to address the challenge of bringing a method for consistent success to the process of creating and delivering software demonstrations. Prior to this Peter enjoyed over 20 years in senior management, business development, sales and marketing roles. This episode is one not to be missed if you want to gain practical advice on how to deliver better product demonstrations to your customers. 
1:03:36
May 19, 2020
Creating Customer Success - Episode 19: Jake Dunlap
In this episode we were joined by Jake Dunlap who is the CEO of Skaled Consulting, and who was previously the Vice President of Sales at Glassdoor, and Head of Sales & Customer Success at Chartbeat. Jake is shaping the future of modern sales and marketing with some of the practices that he implements across organisations. We took this opportunity to learn more about these and how to implement them across Customer Success. This episode is full of great actionable advice and new ideas. 
53:40
May 14, 2020
Creating Customer Success - Episode 18: Nick Mehta
In this episode we spoke with Nick Mehta who is the CEO of Gainsight, the Customer Success company that helps businesses improve customer retention, accelerate expansion and capitalize on customer advocacy. Nick works with a team of nearly 700 (affectionately nicknamed) “Gainsters.” Together, they've created the customer success category that's currently taking over the SaaS business model worldwide. Nick has been named one of the Top SaaS CEOs by the Software report three years in a row, one of the Top CEOs of 2018 by Comparably, was a finalist for EY’s Entrepreneur of the Year, and holds one of highest Glassdoor approval ratings for CEOs. Nick is the co-author of two books “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue,”  and "The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers-While Driving Growth For Your Company". 
47:45
May 12, 2020
Creating Customer Success - Episode 17: Paul Henderson
In this episode, we spoke with Paul Henderson, otherwise known as the Outcomes Guy. Paul founded and runs a company called Outcome Leaders, who lead organisations to outcome-based Customer Success. Before founding Outcome Leaders, Paul Henderson led the Asia Pacific region for a mid-sized enterprise software company. He had 200 people across nine countries supporting 800 enterprise customers. For the last five years in this role, he led the design and running of an outcomes program across the whole region. He learnt what worked and what didn’t across diverse cultures.  At the end of that five years, Paul realised that lots of other technology vendors were struggling to deliver real success for their customers, and with over five years’ experience, he thought he could help them. Paul also really cared about customers achieving the outcomes they bought software to achieve. Paul then left the software company, spent one and a half years researching and writing, and published his second book; The Outcome Generation: How a New Generation of Technology Vendors Thrives through True Customer Success. Paul’s practical experience and his research for the book underpin the Outcome-based Customer Success program.
1:05:57
May 7, 2020
Creating Customer Success - Episode 16: Jeanne Bliss
In this episode, we spoke with Jeanne Bliss, who is the Founder and CEO of Customer Bliss.For over 35 years, Jeanne has led companies to earn business growth. As the inaugural Chief Customer Officer at Lands’ End, Coldwell Banker, Allstate and Microsoft...
52:44
April 29, 2020
Creating Customer Success - Episode 15: Perry Monaco
In this episode we spoke with Perry Monaco, who is the Head of Customer Success at LinkedIn across NAMER. Perry has a wealth of experience in CS and offers a great perspective on how you should be thinking about the experiences which you have with your...
58:53
April 20, 2020
Creating Customer Success - Episode 14: Jay Nathan
In this episode we spoke with Jay Nathan, who is Founder and Managing Partner of Customer Imperative. In 2016, Jay founded Customer Imperative, a purpose-driven company focused on helping B2B SaaS retain customers, grow revenue and scale customer...
1:13:11
March 19, 2020
Creating Customer Success - Episode 13: Peter Majeed
On this episode we spoke with Peter Majeed who is the Head of Customer Success for EMEA at Qualtrics. Peter has previously held roles at Delphix and SAP, and has over 20 years of experience in solution selling and Customer Success within the Data...
1:03:49
March 1, 2020
Creating Customer Success - Episode 12: Kate Forgione
On this episode we spoke with Kate Forgione who is Head of Customer at Service Rocket and also CEO and Founder of the Customer Success Network. Kate has also held previous roles at Microsoft, Yammer and KPMG. Kate is passionate about imagining,...
44:32
February 18, 2020
Creating Customer Success - Episode 11: Anika Zubair
On this episode we speak with Anika Zubair who is the Global Director of Customer Success at ZAP. Anika is responsible for a team of Customer Success Managers in EMEA, APAC, and North America that are driving value, adoption and ensuring customers...
55:03
February 9, 2020
Creating Customer Success - Episode 10: Lulu Dermeche
On this episode we spoke with Lulu Dermeche, the Head of Customer Success for HowNow (an innovative integrated learning platform). Being comparatively new to the field, she brings a refreshingly novel perspective on the challenges and issues faced by...
54:29
February 4, 2020
Creating Customer Success - Episode 9: Violaine Yziquel
On this episode we spoke with Violaine Yziquel who runs the EMEA Customer Success Management team at Box, a cloud content management platform that helps organizations and people transform the way they work. Violaine is very enthusiastic in articulating...
43:15
January 30, 2020
Creating Customer Success - Episode 8: Ian Robson
On this episode we spoke with Ian Robson who has had a 20 year career in customer success roles including leadership roles at Siebel, Oracle, Salesforce, SDL, Veracode and most recently as Chief Customer Officer at Fuse Universal. Convinced that...
1:40:41
December 10, 2019
Creating Customer Success - Episode 7: Pat Phelan
In this episode we speak with Pat Phelan who is the Chief Customer Officer at UK Fintec GoCardless.
1:08:46
December 2, 2019
Creating Customer Success - Episode 6: Dan Farley
In this episode we speak with Dan Farley who is VP of Customer Success at Seenit.
1:22:02
November 20, 2019
Creating Customer Success - Episode 5: Jenna Braastad
In this episode we speak with Jenna Braastad who leads the Customer Success team at Mixpanel across EMEA, APAC, and Eastern US.
48:27
October 7, 2019
Creating Customer Success - Episode 4: Steve McDougal
Steve McDougal is committed to delivering exceptional experiences to employees, customers and communities.   He has over 16 years experience in Customer Success, Customer Experience and Account Management.  He has built high performing Customer Success...
51:19
September 27, 2019
Creating Customer Success - Episode 3: Matt Myszkowski
In January 2018 Matt joined SAP as their Vice President, Customer Success EMEA responsible for a team of Customer Success Managers driving value, adoption and success for the most valuable, strategic, enterprise customers across Europe, Africa and...
53:07
September 20, 2019
Creating Customer Success - Episode 2: Dan Steinman
In this episode, we speak with Dan Steinman who is the General Manager of Gainsight EMEA.
1:13:40
September 12, 2019
Creating Customer Success - Episode 1: Rav Dhaliwal
On today’s episode, we’re joined by Rav, who has previously worked as a CS Leader at Zendesk, Yammer, and more recently Slack.
1:16:05
September 5, 2019