Talking Customer Success
By Thomas Connery
Talking Customer SuccessJul 21, 2018
Amazing Customer Success Tool for Engagement and Adoption - Meet Bonjoro!
In this episode, I'm interviewing, Matt Barnett, commonly known as 'Papa Bear' at Bonjoro. We talk about Bonjoro as a service and how it can help customer success management teams to enhance or automate onboarding while increasing adoption, engagement, and retention. This is a super-tool for customer success management that you really should demo! Please use my affiliate link to start a FREE 14-day trial of Bonjoro today! https://bit.ly/2uXFLfX.
Customer Success Tool For Engagement Tracking - Slydeck.io
In this episode I'm talking to Andy Quintana, the founder of Slydeck. His new software (www.slydeck.io) can be used by customer success managers and teams but even more impressive -- it also serves the small business owner or freelancer. If you want to begin planning your next customer or lead conversation, Slydeck can help. Being able to track how recipients engage with documents you send them helps you better understand their interests and pain points, which drives better and more valuable discussions. OH -- Perhaps the best part? You can signup for free to try it for your business or team.
Customer Success Management Is Not For Everyone
In this episode, I share a few truths as to how and why being a CSM may not be the right job for you. None of this insight includes survey data, feedback from other CSMs, none of that. It’s just me being honest about the last four years or so based on what I’ve seen and experienced. Like what you hear? Please consider sharing this episode or podcast with a friend or colleague. Referenced video link: https://youtu.be/n5XgSCty8js
Download FREE Customer Success Manager (CSM) Templates
As I worked as a CSM, I discovered that each company had their own processes, reports, and templates or lack thereof. We can't assume that every customer success manager is well prepared for their weekly, monthly, and quarterly checkpoints. I thought I would give away a set of weekly, monthly, and quarterly customer review templates that I created in the hope that they may benefit other CSMs. Visit https://bit.ly/2GbbDQ9 to download these free templates today. If they helped you or provided value, please let me know!
Customer Success Management Consultation Using Clarity.fm
Is a Customer Success Manager 100% Responsible for Retention?
One Idea To Inspire User Adoption
If you are looking for a way to inspire growth or usage there are a number of strategies available. You could try email campaigns, social media, direct phone calls to customers, live demos of features, etc. In this episode I'll explore one simple thing a CSM can do to spark usage or adoption while making their customer look like the hero.
How Customer Success Could Save Your Business
Advice For New Customer Success Managers
We welcome back my friend and fellow CSM, Akshay Agrawal, in this episode to discuss advice for new customer success managers. I've been thinking about this topic a lot lately and decided to write a brief article on LinkedIn that will hopefully add value to some other CSM looking to make their mark. Article link: https://www.linkedin.com/pulse/looking-new-csm-job-focus-being-attentive-consistent-youll-connery/ As always, thanks for listening!
Bad Fit, Stretch Fit, and Good Fit Customers
On this episode we’re here to introduce our audience to bad fit, stretch fit, and good fit customers. What does it all mean and why are good fit customers essential for building an influential growth sales cycle. We welcome CSM, Elizabeth Best, to share her thoughts on these customer fit types.
What’s Ahead For The Podcast In 2019
Customer Success vs. Customer Experience
Customer success manager, Akshay Agrawal, joins the podcast in this episode as we share our thoughts on what a customer is and how we differentiate customer success versus customer experience as a practice. This is Talking Customer Success!
Self-Doubt & How To Break Through
It's Never Too Late To Begin
Have you been struggling to finally kick-off your blog, podcast, vlog, website, etc and are you self-conscious of how people may see you? Are you working fulltime and fear that your employer may find a conflict of interest in your work? You're not alone. In this podcast debut I'll share a bit about who I am, what 'Talking Customer Success' aims to do, and what you can expect from future episodes.