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🎯 What strategies can customer success leaders use to ensure a scalable roadmap that delivers real value in a startup? On one of our standout episodes of the Hyperengage podcast with Bradley Liou, MBA Liou, Director of Client Success at MaintainX, we asked him the very same question. What did he say? “If your product sucks, there's nothing you can do." As a Customer Success leader, your job is to influence the product team by advocating for customer-centric features and ensuring the product roadmap aligns with market needs to help clients achieve value quickly. But it doesn't end there—listen to his answer below for more insight. 🔗 And if that wasn’t enough, you can revisit this episode to refine your approach to influencing product roadmaps and delivering value at scale: https://lnkd.in/dvcHpssY 🎤 If you found this helpful, stay tuned for more nuanced insights and questions! #HyperengagePodcast #CustomerSuccess #SaaSScalability #BusinessStrategy #GTMTeams

Jacco van der Kooij from Winning by Design episode of the Force and Friction Podcast is making SaaS founders rethink how we approach sustainable growth. Catch the episode here: https://bit.ly/3ZUXWNZ Jacco reveals that the challenges we face today didn’t start in 2022, or even with the pandemic in 2020. Instead, they trace back to the early 2010s, when SaaS sales strategies revolved around shifting from CapEx to OpEx. Back then, simplicity worked: SDRs pitched reduced upfront costs compared to legacy systems, and the rest was history. But as markets evolved, the strategies didn’t. Now, SaaS leaders are left grappling with outdated methodologies in a world that demands innovation. Jacco’s insights highlight the need for forward-thinking models to build sustainable revenue growth in today’s fast-changing landscape. If you want to understand where we’ve been - and how to navigate where we’re going, don’t miss this episode. #ForceAndFrictionPodcast #RevOpsLife #GTM #SustainableGrowth #RevenueArchitecture #BowTie

The truth is... just because you made a sale to a customer, doesn't mean you've met your goal 👀   The REAL goal is continuing to nurture that customer to multiply their ROI 🚀      On Episode 126 of the Stop Scrolling, Start Scaling podcast, we're joined by Kelly Olson, a seasoned expert in customer operations who dives into retention, churn reduction, and long-term growth ✍️   👉 Kelly also outlines specific strategies on how to empower your own team to deliver consistent, high-impact customer experiences from your initial onboarding.   Tune in at the link below for a ✨true roadmap✨ for utilizing your current customer base to reach your long-term goals 🎯 https://lnkd.in/gB_g2Ryf #CustomerRetention #LongTermGrowth #PodcastEpisode

After a short summer break, we're back with the Scaling Stories pod ✨ In this chat, I sit down with Jasmin Bohnenkamp, Director of Customer Success at Appinio, a market research company that bootstrapped to 260 employees. Jasmin has built Appinio's CS team from the ground up, growing it to 20 members. In our conversation, Jasmin shares: 💡 Why CS leaders need Quarterly Business Reviews (QBRs) and how to operationalize them to drive value 💡 How Appinio combines product and service to create a unique market research offering 💡 How to leverage customer feedback and segmentation for long-term growth 💡 What it takes to aligning sales and CS teams to drive revenue and success Jasmin's favorite resources include: Customer Success Channel, a podcast by Planhat SaaStr Podcast, hosted by Jason M. Lemkin Gainsight Library with free content for CSMs Thank you, Jasmin, for the fantastic insights and your energy! Check out Episode 4 below 👇

Have you ever worked at a company where it felt like the Product team was building something that didn't solve your customer's problems? Everyone loves to talk about Sales and Marketing Alignment, but I firmly believe there’s a just as (if not more important) feedback loop that often gets overlooked: Product and Go-To-Market Alignment. In tomorrow's episode of The 20% Podcast, I dove into Product/GTM Alignment 101, a topic that can truly make or break an early-stage startup: 1. The Problems When Product & GTM Aren’t Aligned - How silos, miscommunication, and inefficiency can throw your growth off track. 2. Why Alignment Matters - A strong feedback loop between these teams drives growth, improves agility, and creates better customer outcomes. 3. How to Strengthen the Relationship - Practical strategies to foster collaboration, involve product teams in GTM efforts, and leverage real customer stories to guide alignment. By the end of this episode, you’ll hopefully walk away with actionable insights to: - Create tighter alignment between your teams. - Build a product that solves the right problems. - Make your customers feel like your product was built just for them. If you’re scaling a startup or working to tighten your product/GTM efforts, you won’t want to miss this one!

Jacco van der Kooij’s from Winning by Design episode of the Force and Friction Podcast is making SaaS founders rethink how we approach sustainable growth. Catch the episode here: https://bit.ly/49Dmb7t Jacco reveals that the challenges we face today didn’t start in 2022, or even with the pandemic in 2020. Instead, they trace back to the early 2010s, when SaaS sales strategies revolved around shifting from CapEx to OpEx. Back then, simplicity worked: SDRs pitched reduced upfront costs compared to legacy systems, and the rest was history. But as markets evolved, the strategies didn’t. Now, SaaS leaders are left grappling with outdated methodologies in a world that demands innovation. Jacco’s insights highlight the need for forward-thinking models to build sustainable revenue growth in today’s fast-changing landscape. If you want to understand where we’ve been - and how to navigate where we’re going, don’t miss this episode. #ForceAndFrictionPodcast #RevOpsLife #GTM #SustainableGrowth #RevenueArchitecture #BowTie

Voxgig podcast episode: unlocking the secrets of RevOps with Joe Batten In our latest episode, we’re diving deep into the world of Revenue Operations (RevOps) with none other than Joe Batten, a true expert in aligning people, processes, and data to drive go-to-market success. 🔑 What’s RevOps about? RevOps might sound like a buzzword, but the tasks behind it have existed in some form for ages—think sales enablement, marketing operations, data analysis, and business intelligence. Joe talks us through how he blends these elements to create seamless alignment across teams and optimize revenue. 💡 Key insights from Joe: The power of measurement: Joe’s background in sales has taught him the value of measuring everything. In today’s world, nearly everything can be tracked—and understanding the right metrics is crucial for RevOps success. What makes a great salesperson: it’s not just about having a great pitch. Joe emphasizes the importance of active listening, curiosity, and emotional intelligence in building trust and closing deals. Honesty over defensiveness: sometimes the smartest approach in sales isn’t trying to please the customer at all costs, but being upfront about what you can—and can’t—offer. Transparency is key to building long-term relationships. Whether you're in sales, marketing, or operations, this episode is packed with valuable insights to help you fine-tune your approach to driving revenue. Listen now: https://lnkd.in/eBhnZiCe Big thanks to Joe Batten for sharing his expertise! #RevOps #DevRel 🔗 Listen to the full episode: https://lnkd.in/eBhnZiCe 🔗 Connect with Joe: https://lnkd.in/eW__bhDG 🔗 Learn more about With Scale: https://www.withscale.io/

First Episode Drop of 2025 for the 🎙️ Rebels of SaaS podcast 🌟🎤! 🌟✨️🌟 This week we welcome the legendary Irit Eizips, Chief Customer Officer & Founder of CSM Practice. 🙌 Join us as Irit pulls back the curtain on CS's biggest unspoken challenge - navigating the political maze while driving real impact. What we expose: ✅️ How to turn skeptics into CS champions ✅️ How to partner with leaders around the table that will resonate toward driving support and buy-in for your CS program (and more importantly, your customers) ✅️ Real talk on proving CS value beyond the hype ✅️ Why we get health scores wrong!! 🧐🔥This isn't your typical "best practices" episode. It's the raw truth about what actually works in the trenches. Listen here: https://lnkd.in/etDxSp-S Craving more rebellion 💪??!! Like and Follow me for more positive SaaS disruption! #CustomerSuccess #SaaS #RebelsOfSaaS

TRUE or FALSE: Customer-led growth can be achieved by your customer success team alone. 🚫 We say FALSE, and here’s why: ✅ The value the customer success team creates for the business matters beyond the CS org; in fact it can steer the direction of the business ⚡ ✅ Growth from the customer base demands a cohesive customer-first strategy throughout the entire lifecycle, requiring all teams to play their part 🤝 ✅ Customers determine the value they receive from your product, so to make it work there has to be transparency of goals and metrics on all sides of the table from the start 🔍 In a recent episode of the The Agile Brand™ with Greg Kihlström podcast, Totango + Catalyst Software Senior Vice President of Global Customer Success, Chris Dishman shared his insights on why customer-led growth must be a company-wide strategy in order to succeed. 🚀 Check it out here 🎧 https://lnkd.in/gWVNVP7q #customersuccess #sales #revenuegrowth #CLG #podcast

Still measuring Health Scores? it might be too late for your business... Let's assume your customer shows up in the RED area, most likely they've made up their mind already and left you to do a lot of damage control and follow-ups. Health Scores are similar to Post Mortem. You need them in order to apply "lessons learned" and establish a benchmark across your entire customer lifecycle. Health Scores should be your 2nd gauge / indicator / dashboard. Your first gauge should be Predictive Analysis of your customer's adoption patterns. If you can factor in both approaches - even better: 1️⃣ This is the status quo (health score) 2️⃣ This is where we're heading (predictive) 3️⃣ This is the estimated impact Listen to my conversation with Irit Eizips exploring ideas how to establish Predictive Churn - link in the post below. Follow Project Moneyball for more insights, best practices and blueprints.