Gainsight GameChanger Podcast podcast

Gainsight GameChanger Podcast

Gainsight / StudioPod Media

In Gainsight’s GameChanger Podcast, host Adam Joseph interviews a slew of interesting guests from all over the globe, covering topics like product-led Customer Success, how to master presentations, returning to a Customer Success role following maternity/paternity leave, creating the complete Product or Customer Success team, and more. This podcast recognizes and celebrates people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Our GameChanger guests are intuitive and authentic, achieving amazing success as a result of their boldness and willingness to challenge the status quo.

31 episodios

  • Gainsight GameChanger Podcast podcast

    Nailing your Customer Engagement Strategy

    23:17

    How and when is it the right time to engage with our customers? Rule #1: Customer engagement should never have a cookie-cutter approach. In today’s episode, our host is joined by Flexential’s Senior Manager of Customer Success Operations and Senior Director of Customer Experience Strategy, Jessica Owens, and Mike Garret, to deep dive into the best practices of a powerful customer engagement strategy. Throughout this episode, Jessica and Mike share the best practices that have allowed Flexential to set themselves apart from their competitors, the importance of taking action based on feedback, and how a strategy-and-technology perspective can throw off results from one quarter to the very next. Listen now to improve your customer engagement strategy, and establish a real and strong relationship with your customers and CSMs, starting today. Jump straight into: (00:40) - Get to know our guests: Jessica Owens and Mike Garret- “I decided to continue down the operations path and have loved it ever since!”  (07:03) - Not your typical CS model: On Flexential’s unique framework - “Our challenge was really: How do we create value in an industry that's really commoditized?” (11:16) - Reaching the epitome of Customer Success through feedback and careful planning - “The CSM is going to have to be more in the driver's seat as far as how and when they're going to engage with the customer.” (17:25) - On Flexential’s improvement and future - “When we first kicked this off, we were only talking to 23% of our customer base in Q2. This quarter that we just closed out, we're over 75%. That is an amazing increase.” Resources Connect with Jessica through https://www.linkedin.com/in/jessicaowens-5261/ (LinkedIn) Connect with Mike through https://www.linkedin.com/in/michaelbgarrett/ (LinkedIn) https://www.flexential.com/ (Flexential) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    Introducing Digital Touch Customer Success

    25:05

    During the last 18 months organizations have started to focus on introducing digital customer success strategies not only for their higher-paying customers but for the long tail of smaller buyers. One of the organizations that has done a great job in bringing this program to life is Sitecore. In today’s episode Global Vice President Customer Success and Renewals at Sitecore, Lara Barnes joins us to chat about their experiences implementing this new high digital touch customer success strategy, how they got everyone on board, and the way they’ve been iterating the original plan to suit companies in a better way. Listen now and learn how this huge company with thousands of customers is revolutionizing customer success through automation without losing the human touch.  Jump straight into: (00:56) - Who is Lara Barnes and her work in CS at Sitecore - “There's been a huge investment in customer success since our CEO came in 12 months ago as he saw some of the really fantastic work that we're doing.” (06:47) - Developing digital touch CSM: A scale data-driven model - “The digital strategy is built on the company's ability to capture and manage and take action on data. And that's the most important piece.” (10:34) - An automated but also human-to-human onboarding - “It can't just be an automated onboarding, it has to be combined with human interaction, somebody calling them and taking them through an onboarding as well as providing them with different materials.” (13:57) - The processes and management of customers on high digital touch - “We knew how we were going to measure ourselves and what indicators we're going to have in order to understand whether we are doing a decent job for those customers.” (17:19) - Rethinking and pivoting the original plans - “We have a very clear understanding of what many of our customers are trying to achieve and where the gap is and what we need to fulfill.” (20:03) - The importance of having the right tech available - “You've just helped us accelerate that journey in using Gainsight. It's all there. It's just how you want to use it.” Resources Connect with Lara through https://www.linkedin.com/in/larakelly/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

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    Business Transformation in an Enterprise Business

    20:58

    Software AG, one of the biggest software businesses in Europe, recently faced a huge transformation that shook up its 10,000 enterprise customers in over 70 countries and almost 5,000 employees. To talk about the massive Helix Project we talked to Andrew Cutler, Strategy, Transformation, and Customer Success Leader at Software AG. Andrew shares his experience transitioning from a perpetual licensed business model to a subscription one, and how customer success played a strategic role in this change. As Andrew points out, customer success in a proper subscription model is completely vital. Listen now and learn how AG made this huge transformation and what CS strategies helped them bring everyone on board. Jump straight into: (00:56) - Andrew’s background and his role in Project Helix’s big transformation - “I spend a lot of time rolling out customer success and running that here at Software AG.” (05:37) - Going from a perpetual licensed business model to a subscription one - “You cannot expect too much of a variance between what your goals are as a company commercially, and what your customers are getting from the software.” (09:14) - How to make a case for customer success - “You need to be able to show what is the incremental impact to some kind of financial metric.” (11:39) - Andrew’s learnings from Project Helix - “We're on all fronts pretty far ahead of where we thought we would be right now, we did a lot of comparisons looking at other companies that have made this shift before.”  (13:59) - The importance of customer success in this big transformation - “Our ability to help our customers with the adoption data that they want to see in our business lines has reached full coverage of our cloud customers.” (17:31) - How product-led customer success can optimize your processes - “The realization over the last year is that through product-led customer success and a partnership between the teams, we actually don't need heavy-duty CSM engagement on free trials.” Resources Connect with Andrew through https://www.linkedin.com/in/acutler/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    The 5 Pillars of CS

    26:12

    In the age of hyper-growth for customer success, it is vital to have solid foundations over which you can build and expand. What are the pillars that will ensure a good alignment once your team has grown to dozens or even hundreds of people? Are these foundations the same for every company? In this episode of Gainsight Gamechangers, Henry Trevelyan Thomas, Vice President of Customer Success at Tessian joins us to chat about his blog article https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success). Henry walks us through each one of the 5 pillars: People, customer, growth, community, and product, and tells us how to implement them and whether this model could apply to other industries. Listen now to learn how getting these five principles right can skyrocket Customer Success in your business.  Jump straight into: (00:55) - Who is Henry Trevelyan Thomas and his role at Tessian - “When I joined, we were around five people sitting around one table. And we've now scaled to around 200 people split across both the US and London.” (04:40) - How to find alignment between the team, leadership, and CS - “There are so many overlaps with other areas of the organization. It can be really hard to know what you should and shouldn't be doing.” (06:11) - Pillar # 1: People & people satisfaction - “Once every one of the team starts to realize that anyone can instigate change, everyone gets with the mindset of thinking like a business owner and a leader.” (10:46) - Pillar #2: Customer Health - “Customers are only as healthy as they think they are. This is where the gut feel from the CSM really needs to come in, it requires the CSM to have great empathy and awareness of what's happening in the account.” (14:11) - Pillar #3: Customer Growth & Onboarding - “If we nail onboarding for a customer, we have so much confidence in our product and the value that it provides that we know they're going to see value in the first couple of weeks.” (18:02) - Pillar #4: Community Building - “I do think the community aspect of it and being plugged into that network is super important as well in order to help them in our world and mature their customer success strategy.” (21:22) - Pillar #5: Product Enablement - “Our customers can no longer afford to spend hours on the phone or in a meeting trying to figure out how to do a specific thing within the product. And it's on us to figure out how we remove friction.” Resources Connect with Henry via https://www.linkedin.com/in/henry-trevelyan-thomas-991a0861/ (LinkedIn) https://www.tessian.com/blog/building-a-customer-success-team/ (Building a Customer Success Team: 5 Pillars of Success) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    Navigating your career in Customer Success

    21:49

    Only a few years ago there was only one role in the customer success world, Customer Success Manager. But as things have evolved and success has become more specialized, a bunch of new roles have popped up in this space. To talk about how to navigate your career in the customer success world, we invited Rachel Provan, Customer Success Director at Doodle to join us. Rachel shares her views on specialization CS roles, the most common challenges her mentees face in companies and what is the future of CSMs. Is it true that they could be the next CEO’s? Listen now to get a glimpse of the new expanding market of customer success and catch some tips on how to join it! Jump straight into: (00:55) - Who is Rachel Provan? Her role at Doodle and her favorite movie for rainy days - “What I really love about it is that the focus is not just on scheduling meetings, but really on owning your time and that's something that it's easy for us to lose during the pandemic.” (03:59) - An exciting time for new specialist roles in customer success - “People are finally starting to understand the value that it's not just about making your customers happy, it actually drives value and drives revenue.” (06:10) - Some advice for people starting out in this sector - “There are so many different paths to take and I think something that's really important to point out is that you're not limited just because you're not a generalist.” (08:39) - Some of the most common challenges for CS mentees in new companies - “It's rare to find companies that really understand customers' success and what it can do.” (13:40) - The path up the CS ladder - “It's important to show upper management the need for those roles, because a lot of the time you'll need them to be created for you, for them to even exist.” (16:37) - What kind of background should a CS have? - “Do the research and learn on your feet. If you're able to demonstrate that you know how to do the skill that they don't, which is customer success, I don't think it’s much of a blocker.” (18:50) - Are CSMs the CEOs of the future? - “The most important thing is to make sure that you like what you're doing, that you're not just doing it because you can move up and have that be the end goal.“ Resources Connect with Rachel vía https://www.linkedin.com/in/rachelhprovan/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    Mind the "Outcome" Gap

    27:43

    How can you deliver and demonstrate business value to a wide range of different personas? Everyone has a different idea of what success means and meeting every standard can be really challenging. To help us understand the “outcome gap”, our host Adam Joseph sits with  Rav Dhaliwal, Investor, and Venture Partner at Crane Venture Partners. Rav talks about how to contain the outcome gap, where it probably comes from, and shares a few resourceful solutions to implement in wobbly situations. Plus, he and Adam discuss the importance of educating the customer in orienting their goals and discuss their top three predictions for the future of Customer Success. Listen now and learn from these experts how to maintain a healthy relationship with your buyer and do your best to meet their needs and expectations!  Jump straight into: (0:51) - Who is Rav Dhaliwal: A recovering software executive  - “I often say to people that I've gone from being in the customer success business to the founder success business.” (03:29) - 3 of Rav’s and Adam’s predictions for customer success and some of its challenges - “I think the challenge is that what it takes to make a customer successful is highly contextual; it's going to vary from business to business and from product to service.” (09:16) - The “outcome gap”: Meeting the expectations of different personas in every sale - “Organizational structure and the size of organizations are essentially why we see that problem, and I think that problem gets compounded with the way that we sell.” (15:48) - Some wobbly situations and how to contain the outcome gap - “In order to make that awareness you have to keep reinforcing that message. And one of the best ways to reinforce that message is to be able to articulate what your solution is delivering to their business.” (22:26) - Do we know what they want? KPI’s and measurements of a success plan - “When a buyer or customer has something very vague or incredibly high level, sometimes you have to help them deconstruct and actually educate them on what are the metrics that matter.” Resources Connect with Rav through https://www.linkedin.com/in/ravinderdhaliwal/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    Customer Onboarding

    23:59

    Onboarding is the most critical part of the customer journey, get it wrong and you’re behind the eight ball from the very beginning. In today’s episode, our host Adam Joseph talks to the President and Customer Onboarding Leader at Springboard Solutions, and author of the book Onboarding Matters, Donna Weber. Adam and Donna chat about her book, the importance of delivering true value to customers, and some key metrics to measure success. Listen now to learn some new practices on helping your customer get value since day one from an absolute onboarding expert.  Jump straight into: (00:44) - Donna Weber’s process writing her amazing book Onboarding Matters - “Writing a book is very insular, you're on your own, but suddenly it's out in the world and people are benefiting and sharing ideas. It is so rewarding.” (04:41) - When should onboarding begin and end? - “It needs to be about relationships. It needs to be about making sure you're capturing their goals and then making sure that they're meeting them. It's all about value.” (09:19) - Donna’s advice on delivering value at scale - “Every account is different at some point, but in order to get to some basics, you might need to make things more similar rather than different.” (13:57) - Pros & cons of having an implementation team and key metrics for measuring success  - “Logging in is not value. It really needs to be something that is meaningful to the customer, something that is going to drive them to want to use your product more.” (20:56) - Meeting the customers’ increasingly high expectations - “As your company changes, as your products change, as your users change, you will need to always be adjusting, that's why it's so important to listen to customers.” Resources Connect with Donna through https://www.linkedin.com/in/donnaweb/ (LinkedIn) https://www.amazon.com/Onboarding-Matters-Successful-Companies-Transform-ebook/dp/B091BH8SZ1 (Onboarding Matters by Donna Weber) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).
  • Gainsight GameChanger Podcast podcast

    Pooled CS Model

    25:45

    Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Topic: Pooled CS Model One hotly discussed topic in the CS world today: How can you effectively work with different types of customers? There are very innovative ways companies have approached this, one of which was recently fathomed by Brazilian RD Station. In today’s episode, Customer Success Executive Director of RD Station, Erika Tornice, joins us to chat about the Pooled Customer Success Model. What is it? How did it come to be? Plus, some early-on observations her team is ready to work with for further iterations. Join in and listen to how this innovative model may be changing the game of the Customer Success industry.  Jump straight into: (00:33) - Who is Erika Tornice?: Her 20 plus background in Customer Success and  her recent Game Changer Award - “I am managing a team of about 150 people who deliver outcomes to our RD Station customers every day.” (06.27) - What is a Pooled CSM, and how did they come up with it? - “For our key accounts, we still have the Dedicated CSM model, but then for the 70% of our base of customers, we moved it to this Pooled Model”. (12:53) - External and internal reactions: How was this model received? - “CSM’s saw this as an opportunity for them to specialize and deliver a better experience to our customers.” (17:12) - Too many cooks in the kitchen? Risks on the model - “We can demonstrate to the team when things don't go as we plan, what's the impact of that on the customer so that we continue reiterating along the way.” (21:18) - Are there improvements to be made? - “There are learnings on both sides that I think we have the opportunity to iterate and be more effective.” Resources Connect with https://www.linkedin.com/in/erikatornice/ (Erika) via LinkedIn Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    The Definition of Value

    23:30

    Customer value is a crucial part of any business. Making sure your product is helping your clients achieve their goals is important. But how do you gather this information and use it correctly? In this episode of The Gamechanger Podcast, our host Adam Joseph sits with Christophe Labreure, Vice President of Customer Success at Nexthink, to talk about a widely used term: customer value. Christophe tells us his definition of customer value, the importance of quantification, and how to recognize achievable value. Plus, he shares why too much focus on value can be counterproductive. Join this conversation and learn from this expert the best practices around value from a CSM.  Jump straight into: (00:53) - Customer value: What it is and why it isn’t easy to achieve - “It's all about providing customer value by helping your customer achieve their goals using your products or services.” (02:26) - Who is Christophe and what is his work in Nexthink - “Our objective is to proactively reduce the number of incidents any user is facing by using a computer. Less incidents is better productivity and efficiency, but also much better satisfaction.” (05:39) - Christophe’s definition of value and the importance of quantifying - “It's also about when your solution and services have a positive impact on your customer business, and we can measure that impact and we can quantify that impact.” (08:15) - Keeping track at a bigger scale - “It's important to track the value from the very beginning and to transfer the knowledge of the value from a department to other departments, and to do that, you need apps or tools.” (11:09) - Asking the right questions and the best traits of a CSM - “You need to be a well-trained CSM in the goal, not only on the solution and with some soft skills: capacity to listen and to ask some very open questions.” (13:27) - Recognizing achievable value vs. unrealistic value - “Sometimes maybe you need to resell the solution from scratch. But I think it's a two-step approach quantifying and building an action plan.” (18:28) - Health scores and other indicators - “We have a health score calculated for each of our customers. And the fact we have a value track is one subscore, which is very important in the weight of the global score.” (19:50) - Is customer value a problematic obsession? - “It's not only counterproductive sometimes, but it's really painful because we are not so sure how to obtain the right value for many reasons.” Resources Connect with Christophe via https://www.linkedin.com/in/christophe-labreure-055125/ (LinkedIn) https://www.nexthink.com/resource/forrester-euem-wave-report/?utm_content=RSA&utm_source=google&utm_medium=cpc&utm_term=nexthink&utm_source=google&utm_medium=cpc&gclid=CjwKCAjwo4mIBhBsEiwAKgzXOCSvwNSiv5wpPf7sng088iLtr_TwFOUjgEmO4cHunlYoy2iOPGZcmxoChq8QAvD_BwE (Nexthink) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.co (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf).
  • Gainsight GameChanger Podcast podcast

    Customer Centricity at Unit4

    18:24

    Customer success has to be a company-wide commitment and an ethos across the entire business. But, how do you make the promise of customer-centricity a reality? To dive deeper into this topic, our host Adam Joseph talks to Michelle MacCarthy, Global Head of Customer Success at Unit4. She shares her view on a successful customer-centric business, how to provide a better customer experience, and whether it is crucial to have a CSM position in your company. Jump straight into: (00:41) - Michelle MacCarthy’s work on customer centricity at Unit4 - “The company is delivering on this promise through enterprise resource planning, human capital management, and financial planning applications.” (05:24) - How customer-centric is your business? - “When companies make decisions big or small, they really need to think about how those moves impact the customer.” (08:29) - Fixing for the long-term and how to correctly apply feedback - “We do look to focus on a few areas of the business in bite-size chunks to address the areas that we know will have the most impact across the full customer expense.” (13:15) - How to bring teams together around customer-centricity? - “CSM is becoming even more critical as the customer experience ecosystem evolves.” Resources Connect with Michelle via https://www.linkedin.com/in/mmaccarthy/ (LinkedIn) Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts/ (https://www.gainsight.com/podcasts). This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com (http://studiopodsf.com), send us an email at info@studiopodsf.com or contact us through our social media channels as https://www.instagram.com/studiopodsf/ (@studiopodsf). StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses (https://studiopodsf.com/courses).

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