Ep 15: Jennifer Chiang
In this episode of the Customer Strategy Podcast, I’m talking with Jennifer Chiang. Jennifer is the Director of Customer Success at Yup.Jennifer and I got into an interesting conversation about the challenges she was facing when onboarding new employees in the company.Up to now, Jennifer has been able to spend a lot of time with […]
Read MoreEp 14: Maranda Dziekonski
In this episode of the Customer Strategy Podcast, I’m talking with Maranda Dziekonski, the VP of Customer Success and People Operations for Swiftly. With everything that is going on right now with the global pandemic, Miranda and I talked about the challenges and some strategies for handling engagement and renewal conversations with their customers. Neither Maranda nor […]
Read MoreEp 13: Jake Jorgovan
In this episode of the Customer Strategy Podcast, I’m talking with Jake Jorgovan. Jake is the founder and CEO of Content Allies, a firm that specializes in helping industry experts and consultants become thought leaders through content marketing.Jake and I got into an interesting conversation around how to drive the urgency and engagement of his […]
Read MoreEp 12: Star Hofer
How do you design a CS organization that can efficiently handle multiple different products, disciplines, stakeholders and business units?Very carefully…In this episode of the Customer Strategy Podcast, I’m talking with Star Hofer, the VP of Customer Success at eCompliance. Star and I got into an interesting conversation centered around designing her future CS organization as eCompliance […]
Read MoreHow To Drive Real Change With Clients
What’s the single most important thing to understand when driving change with your clients?It’s awareness of the fact that change happens at multiple levels.Let me explain…Many SaaS companies look at the world through the lens of “once our customers use our software, they’ll be able to do everything they want…” or something along those lines.These […]
Read MoreEp 11: Kelley Turner
In this episode of the Customer Strategy Podcast, I’m talking with Kelley Turner, the VP of customer success at Upland Kapost.Kelly and I got into a really interesting conversation around how to handle the turnover at the executive level of their accounts, and the reality is that at the leadership level of their clients, turnover […]
Read More