Episode description
Todd Kirk joins Jan Young, a trailblazer in the customer success world, to discuss the importance of customer success leaders understanding the language of business and connecting their work to revenue. She emphasizes the need for CS professionals to have business acumen and be able to speak the language of the executive team. Jan also highlights the importance of viewing the customer journey as a series of conversions and understanding the impact of each stage on revenue.
She discusses the challenges of being seen as a cost center and provides insights on how CS teams can change that perception by driving revenue and demonstrating their impact.
Extra resources
Intestered in learning more? Jan has a webinar coming up - here's a link to the webinar waitlist: https://forms.gle/HkeexmiYfC7wf3758
Download this free guide: 7 Steps to Post Sales Revenue Leadership https://www.janyoungcx.com/7-steps-revenue-leader
Takeaways
- Customer success leaders need to understand the language of business and connect their work to revenue.
- Viewing the customer journey as a series of conversions can help CS teams understand their impact on revenue.
- CS teams should focus on driving revenue and demonstrating their value to change the perception of being a cost center.
- Understanding the economics of the business and the metrics that drive revenue is crucial for CS leaders.
- CS leaders play a crucial role in driving change and managing expectations and effort.
- Connect neuroscience to change management to better understand the emotional and habit-changing aspects of change.
Contents
- 00:00 Introduction
- 05:50 The Challenges of Being Taken Seriously in CS
- 10:23 The Importance of Business Acumen in CS
- 23:56 Understanding the Economics of the Business
- 27:32 Factors Contributing to the Gap in CS
- 30:27 Identifying Conversion Points in the Customer Journey
- 32:16 Connecting Neuroscience to Change Management
Resources
Connect with Casey
Connect with Todd
Visit the show page
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Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred