In this episode, we invite Harry Wray, Global CX Strategy Director at Zendesk, to give us insights on data and how they mesh together to point us to the best customer narratives. How do tomatoes, rhinoceroses, and advertising professionals provide a different perspective? Listen to SuccessAF now!
In this episode, we invite Jovana, Head of Customer Success for Asia Pacific at Blue Prism, to delve into her learnings on Customer Orientation and how it leads to effective Customer Success.
Business acumen and professional maturity develops during your Customer Success practice. How do professionals develop business acumen to bring value to their roles and customer conversations? In this episode, we discuss how to hone your business acumen, with some tips from Amazon's STAR method of interviewing.
High trust environments foster increased productivity and output. How do you build trust with customers to elevate relationships and conversations as a Customer Success Manager? In this episode, we discuss about building trust internally and externally as a CSM.
In our series finale, we share our thoughts on learnings from this season, and maybe a Series 3?
In our final interview, Jonathan who is a Technical Account Manager at Gitlab discusses the technical aspects of Customer Success Management. We explore aligning business and technical requirements for a customer to achieve their desired goals and objectives. What do Monoliths, Microservices, and Modern Lux have to do with Customer Success? Listen to this episode to find out.
In this episode, Alaina & JD explore similarities and differences across types of customer metrics that make up a Customer Health Score. Are quantitative or qualitative factors better at determining the red-yellow-green's of a health score?
In this episode, we invite Steph Owen, Regional Vice President of Customer Success at Zendesk, for her professional take on Data Storytelling for Customer Success. What are some challenges working with data sets and how do we drive valuable conversations with customers from data?
In this episode, we touch on the nascent Partner Success space that is becoming more prominent in Asia Pacific. How do Customer Success Managers and Partner Success join forces to achieve our customer's goals and objectives? Anthony Jose, Operations & Enablement Lead at Google APAC, shares his insights and experience on fostering a robust partner ecosystem for the software subscription business of the future.
In this episode, Alaina and JD delve into the various types of renewals and how renewal strategies are formulated around customer segments. To auto-renew or not? Will Customer Success Managers hold a renewal quota? Listen to this episode for a glimpse into the future of success and renewals.
In this episode, we dive into what how expectations around revenue generation is influencing customer success managers and their practice globally. Is revenue generation part of your KPI in Customer Success? Alaina & JD explore the trends and future of success with revenue retention and expansion.
Alaina & JD discuss why more than 70% of Customer Success professionals we surveyed uses this Customer Management Software. What are the alternatives, and what do we look out for when implementing a new software tools to help you be efficient in your customer time-to-value?
On this episode, we invite Marloes van de Ven, ASEAN & India Manager for Customer Success at Autodesk, to furnish us with the value conversation behind engaging early in the customer lifecycle.
In this episode, we discover how one-to-many programs are being implemented now, and the tools & innovation that will shape the future of scaled Customer Success. Audrey Liu, Customer Success Manager at Statista, shares with us the programs, software, and experiments that she works with to implement personalised touch points in the tech-touch customer segment.
In Series 2, we endeavour to study the trends of Customer Success with Product-Led Growth in the first episode. Momo Ong, Founder at HeadsUp, gives us his experience and perspective of how success professionals can leverage product-led growth to deliver greater value to customers.
We thank our guests for being on our show for Series 1, and our listeners for your support and feedback. Want to know more about what Alaina and JD are up to next? Listen to our final episode to find out!
Rahul Gokhale discusses his insights on change management and its impacts on customer outcomes with Alaina and JD.
What do Disneyland and Customer Success have in common? Josephine Yeo joins JD and Alaina on this episode of SuccessAF to discuss the keys to successful stakeholder management.
We celebrate International Women's Day on March 8th, 2021, with Yee Huang. From her experience in Customer Success and Technology, she shares about what #choosetochallenge means to her. In addition, Alaina and JD commit to their challenges to enable diversity and inclusion in the year ahead.
How do you bring it all together as a Customer Success Manager, and execute on the ubiquitous Success Plan? We discuss the key factors that make differentiates between a good and an excellent success plan.
What immediate benefits do certifications bring to Customer Success Managers? JD and Alaina ponder how Customer Success certifications may help in this episode of SuccessAF.
What skills and experience do you think are the best fit for Customer Success? JD and Alaina share their thoughts and experience in this episode of SuccessAF.
Gabriel Lim, CEO of Saleswhale, joins JD and Alaina to discuss a CEO’s perspective on why and when companies need a Customer Success function. What do you think? When should a business establish the Customer Success function? Do startups really need Customer Success?
In our final episode for the year, Alaina & JD celebrate this season's holidays with some gifting ideas. Thank you for spending 2020 with us. We wish you a Merry Christmas & a Happy New Year!
In this episode of SuccessAF, JD and Alaina discuss approaches to Customer Onboarding to achieve time-to-value and minimise customer churn. What is your experience with Customer Onboarding?
JD and Alaina are joined by Ian Chiang, Account Executive at Gitlab for his perspective on finding synergies across Sales and Customer Success and partnering for better customer outcomes.
Customer Success is a new business function that is expanding its footprint within the software space. One of the challenges as a new business unit is to define its roles and responsibilities, whilst ensuring that the core tenets are not waivered. In this episode, we hear from three other customer success professionals; Gerald, Olivia, and Rahul, about their definition of customer success, and how it brings value to the business.
Welcome to SuccessAF! This Customer Success podcast series will explore a variety of Customer Success topics and challenges. In these short, insightful discussions and interviews we will also explore multicultural nuances that influence Customer Success offerings.
