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Ep 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 […]

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How 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 […]

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Ep 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 […]

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5 Leadership Lessons

In November of 2019, I decided to launch the Customer Strategy Podcast and I’m happy to report that I’ve published 10 episodes!!After hitting this milestone, I wanted to share the following 5 Leadership Lessons.1. Great leaders ask questionsEach of the guests on the show are experts in their field and they all have one thing […]

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Your Next Forecast Review…

Imagine walking to your next forecast review meeting…You’ve got that feeling in your stomach that you just can’t shake…Your palms start to sweat as you play a familiar refrain in your head…Is that customer really going to renew?Can I trust what our customers tell my team?Can I trust my team?What am I missing?Where are the […]

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Ep 10: Stephanie Stapleton

In this episode of the Customer Strategy Podcast, I talk with Stephanie Stapleton, the VP of Customer Success at Udemy for Business. Udemy is the world’s largest online learning marketplace, with over 40 million students accessing 130,000 courses every single day. Their business division, Udemy for Business, packages the highest-rated courses from their public marketplace and […]

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