Відео

This episode is a sleeper. It’s so good because you guys have different takes on this topic.

this was great guys, thanks for having me!

I think he misunderstands what NRR is. He says it should be ARR and then describes NRR. Seemed odd to me. Rob is exactly right here. Own a number or become a number. NRR is the NorthStar metric here because it aligns company goals with personal goals. Everything else rolls up under that umbrella.

My knee jerk reaction on this was that he needs to re-write his KPIs to have a much larger go get in his variable compensation. That way he can sell it “I only win when the company wins.” It’s a much easier sell as long as he ties it to revenue.

"We've got no Resources! No Budget! Our Pets Heads are Falling Off!" 🦜

This episode has everything. I'm franctically watching and taking notes like a White House Press Correspondent. How can these guys give such good insights when one of them is wearing a plastic crown and the other has a sweater and glasses looking like James Lipton on Inside the Actors Studio??? And JP if you are going through something, hope you are able to touch some grass soon! 💓

I worry if this guy went to his company and asked for a raise he may only come back with a free subscription to headspace 😭😭😭😭😭😭

Back to the future reference FTW!!! ❤‍🔥❤‍🔥❤‍🔥

Being scrappy = maintaining several different email addresses to use constantly with softwares that allow free trials

I’d heard of it

Andrew Marks-big “get” there, guys! Love the doorman fallacy.

Man, JD Salinger, now John Steinbeck. Is TDSU sponsored by great American Authors? Arthur Miller pissed hes not got his shout out yet.

D- WAYNE bringing the HEAT ❤‍🔥❤‍🔥❤‍🔥 Alright, I agree with the Entitlement thing and sometimes its headcount. In companies Ive worked for CS outnumbers other departments usually since they were cheaper than other roles to hire. The argument of "CS should do that because they have more people on their team" is a lazy but valid excuse. Also thank you Rob for joining all the webinars so we dont have to!

Loveee this!! And I couldn’t agree more!!!

Great analysis, guys. The Bain study has some good observations, but as you note, it also contains a number of logical holes and makes unsupported claims. It should be taken with a grain of salt.

The opposite is true. You do a follow-up email with a hiring manager after an interview where they've reassured you that you're in the top group of candidates, and they will get back to you, but they can't bother to spend five minutes writing a quick reply. I'm slammed in my job. I still take the time to communicate with everyone in the office and our clients by whatever means. I detest rude behavior.

Great episode! Richard's sustained eye contact is a lethal. Oh man.

ugh. Such a good episode. Wish I could anonymously send it to crappy leaders I have had in the past!

NGL...at the start of this episode I had an eyeroll thinking it was gonna be a topic about being extremely PC in our comms, but you all made some great points and strategies. Definitely made me think about the importance of language in a totally new way. I was also scolded by the manager of a vegan restaurant I worked at for using the "killing two birds with one stone" analogy.

JD Salinger is STOKED he got a shout out on a Customer Success Podcast! ua-cam.com/video/F1hUAmCBDSw/v-deo.html

Awesome episode. The topic makes me think about an athlete who can run fast, throw hard and jump high but they have never played the game of football. If this athlete was brought on by a coach and told on their first day to "figure it out!" 😆😆 that team would lose so many games! You gotta onboard! You gotta set them up for success with a good foundation and guidance to help the team win. If you don't wanna go with a football analogy, the movie Cool Runnings also applies.

I had a lot of chuckles!! 🤣🤣 I bring my company value through Effin' and Jeffin' with customers!

Make it fun! It's all theatre! F*cking Smile! so so true!!...I am a PEOPLEY PEOPLE person and I stuck out like a sore thumb with my other Onboarding Specialists at my last org. I think we need way more salesy energetic implementation types and less type-A project manager types in onboarding and implementation! Welll maybe a healthy combo of both...

Uh oh! I wanna know why Rob thinks NPS scores are in the dog house in the CS world! Ive been talking up NPS score a lot in job interviews 😵‍💫😵‍💫

GRANDMA FARTED: The Fundamentals of CS... LOL @ JP 😆😆

FTR Rob & JP: The Parody of Bring it On was Not Another Teen Movie and Good Charlotte made a cameo as the Prom Band 😆😆 Knowledge about Customer Success and 90s movies? IT'S ALREADY BEEN BROUGHT-EN!

That's awesome. I would LOVE to have a 10-99 CS position...until Tax Season 😭😭

Thanks guys! Once again, super insightful!

JP helping the Wicked Marketing algo with "Wizard of Oz" ism 🪄🪄

🎶 She seems to have a digital touch yeahh 🎶 (sung ala Phil Collins)

I like shackets

JP as a CSM: "It sounds like you want to use the product the way you WANT to, but you should intend to use it this way." JP's Customer: "Don't turn my brisket into bologna."

Great perspective. Companies must still “nail it, THEN scale it” when it comes to Customer Success.

Love Dillon's point about Two Buckets 🪣: One with Product Improvements from Customers yet to be acquired and Another with Product Improvements from Existing Customers. Then he minimized it by saying "But that's not even my actual point" ...😆Also love the point of "Get the customers to adopt the product in the way the Product Team intended" but think it falls in line with...how well does Sales Sell to the ICP... Lastly...I have to say Ive been able to avoid paying and enrolling in any sort Customer Success college course JUST BY WATCHING THE DAILY STAND UP 🎓✨

This intro 🤣

I always thought the main blocker was erectial dysfunction.

Love this ep!!!!! I ALSO recently asked a CEO if they would consider changing the name a role I applied to a Customer Experience Role. Politely disagree with Dillon about it just being words and sematics, agree with JP that CX is broader. Agree with Rob that we could be doing ourselves a disservice and to add to that; When the title Customer Success Manager is actually customer facing, I think it can hinder more than help. Does a customer see the title Customer Success Manager and think - oh they only care about upselling me!🙄 -or- they are supposed to help me succeed at all costs!🤬 I prefer the name Customer Experience way better cuz it helps set the customer expectations more fairly. And most Saas companies Ive worked with consider Customer Experience the umbrella that includes Customer Success, Customer Support and Onboarding departments. If I'm at an early stage start up and plan on taking on all of those roles, I would want to be called Customer Experience Manager ✨

I just brought up the Churn Zero Monsters in a job interview! They are so memorable 👹 and is DJ Bobby Z wearing a uniform jersey from Foot Locker?

This intro 🤣🤣

Thank you Gents. Solid interview.

WELP, this episode had me googling a lot of buzzwords and terms, but hey thats progress for me. Thanks guys!

It was a past participle for the record

I LOVE the tie-in at the end to our personal lives. I was thinking the same thing.

That's one handsome guy!

I feel called out for my love of crystals

Loving the hotline!!!! Keep em coming.

Nice and fun one, loved it! Be optimistic Dillon, it's good for you :)

This was really good. The only thing I would add was something I heard not long ago. If you are not sure what to bring to the table (because numbers are not available or you are still more junior) ask this question. What do you need me to do, or information that I need to bring to light, for it to be a no brainer to get an invite to the table. You can ask this of your leader, a mentor, a peer, or just yourself and then get to work.

Great discussion. You guys might be interested in reading “The Misinformation Age” by Calin O’Connor and James Owen Weatherall. It’s a fascinating exploration of everything you talked about.

LOVE this episode! Cinthia is an amazing leader!