by Customer Success Collective
Tired of overly niche customer success conversations that might as well be in a different language? CS School is the podcast that strips customer success back to basics. Tune in so you don’t zone out. Ever wanted to have a full overview of how segmentation works in customer success? Check out CS School. Always wondered what the psychology behind CS is? Head to CS School. Wanna know the best way to tackle renewals? Find out at CS School.
Language
🇺🇲
Publishing Since
11/3/2022
Email Addresses
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August 28, 2024
In this episode of CS School, we're joined by Raymond Otero, the Director of Global Customer Experience (Strategic Programs) at Microsoft, about the intersection of customer experience (CX) and customer success (CS).
August 8, 2024
<p>Think empathy is the key to customer success? It's just the tip of the iceberg! Emotional intelligence (EQ) is the real game-changer, not just for your clients, but for YOU too.</p><p>We were lucky enough to chat with EQ champion Jenelle Friday, VP of Customer Success at Forecastable, about emotional intelligence (EQ) and its importance in customer success. </p><p>We discuss the four pillars of emotional intelligence: self-awareness, self-management, social awareness, and relationship management. </p><p>Janelle emphasizes the need for self-awareness as the foundation of emotional intelligence and the importance of understanding oneself and one's emotional triggers. </p><p>Emotional intelligence is <em>essential</em> to customer success and involves self-awareness, self-management, social awareness, and relationship management.</p><h1>Key takeaways from this episode:</h1><ul><li>Self-awareness is the foundation of emotional intelligence and involves understanding oneself, emotional triggers, and past experiences that shape behavior.</li></ul><ul><li>Building authentic relationships in the workplace requires empathy, curiosity, and active listening.</li></ul><ul><li>Difficult conversations can be navigated with emotional intelligence by understanding one's own fears and the motivations of the other person.</li><li>Embracing change and being open to new perspectives are key aspects of emotional intelligence in customer success. Leaders need to prioritize emotional intelligence (EQ) in their interactions with team members and customers.</li></ul><ul><li>A relationship-driven approach is more effective than a sales-focused approach in business.</li><li>Training and development in EQ are essential for leaders and customer success teams.</li><li>EQ is crucial in the evolving digital and automated world.</li><li>EQ can lead to personal and professional transformation.</li></ul><p><a rel="noreferrer noopener" target="_blank" href="https://www.linkedin.com/in/jenellefriday/"><strong>Connect with Jenelle on LinkedIn</strong></a> to learn more about this fascinating topic and transform your approach to customer success, work-life and beyond!</p>
June 5, 2024
<p>We discuss the unique challenges and opportunities that CS Ops presents, as well as the specific skill sets and pathways that aspiring professionals in this domain should cultivate.</p><p>Join us as we unpack the intricacies of CS Ops, learn about Roger's day-to-day operations, and explore the future of this vital aspect of customer success within the tech industry. Whether you are a seasoned professional or just starting your journey, this episode promises to be an informative and engaging exploration of a field that is rapidly gaining prominence.</p><ul><li>How CS Ops differs from traditional customer success</li><li>Transition into CS Ops</li><li>Importance of personalization and proactivity</li><li>Cross-functional collaboration</li><li>Data-driven approach</li><li>Scaling and operational excellence</li><li>Overcoming challenges</li><li>A typical CS Ops day</li><li>Breakthrough moments</li><li>Future of CS Ops</li></ul>
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