LandNExpand CX Podcast Episode 13 - Become a Customer Trusted Advisor not a Concierge
Customers are eager to innovate with SaaS, but they often don't know how to put it into practice. I share how to become a trusted advisor who can help them build a strategic plan that delivers not just a smooth implementation, but real business impact.
Get a unique perspective from seasoned CFO, Dan Moser, on how he views buying SaaS solutions and what he expects from a technology partner. First hand customer perspective on creating value worth a continued investment.
Joah joins me to share what customer success looks like from the other side of the table — the government buyer's side. With a full career in government, she's the one making and shaping the technology decisions vendors are trying to win. Her insights will change how you approach government customers at every stage, from first pitch to long-term partnership.
3 Aug 2019
LandNExpand CX Episode 10 Customer Perspective Guest Tom Engstrom
Tom and I explore what customer success looks like from the customer's perspective. Tom has been an IT Manager for over 20 years buying and implementing hundreds of technologies to optimize company operations. He supports the buying decisions and utilizations of the solutions and shares his perspective on what creates long term success for him and the company he works for. It's an interesting perspective and will give you fantastic insights into how you can better serve and provide value to your customers from the sales cycle through the implementation and long term use customer lifecycle.
27 Jun 2019
LandNExpand CX Episode 9 - How Marketing Plays in your Customer Experience Model
In designing a proven Customer Experience model, Marketing has a play throughout the customer lifecycle model for each target market. I will share how Marketing contributes to creating a repeatable, consistent, customer experience for each target market as well as supporting the consistent content and messaging for all internal employees at your company.
27 Jun 2019
LandNExpand CX Episode 8 - Department contributions to your Customer Experience model
If you've been in Customer Success for awhile, you agree that creating the ultimate customer experience for each target market is a company wide strategy. It means that all departments have a play and key contribution to creating the ultimate customer experience with your company. From Marketing, Sales, Services to Product, Distribution and Finance. Yet many companies still focus on creating a CSM team and think they are the golden ticket. This discussion will help you to understand how the top companies today have every department understanding what their contribution and focus is to ensure every customer finds value and ROI with their products and services.
27 Jun 2019
LandNExpand CX Episode 7 - Becoming a Trusted Advisor to Your Customers
How to change the customer conversation from being a concierge and support person to becoming a trusted advisor. We will discuss the approach that can change how you engage with your customers in every conversation to move them forward along their roadmap that gets operationalized in the solution both deeper and wider.
27 Jun 2019
LandNExpand CX Episode 6 - Customer Experience vs Customer Service
Are you in the business of Customer Experience or Customer Service? We will discuss the differences between these two areas and what creates the ultimate customer value and long term ROIs.
In this podcast we will discuss how to manage customer success as part of your company strategy profitably. I share the basic approach I have taken to manage a customer success focused strategy to scale in alignment with the company's financial plan to profitability.
27 Sept 2018
LandNExpand CX Episode 4 - The Power of a Customer Lifecycle Model
This episode will share the value and power of using a Customer Lifecycle model as a strategic approach to building your annual and quarterly corporate strategic plan putting Customers at the center of your strategy. I will share a unique Customer Risk Assessment model that will help you to understand your current customer base and help you define a more specific strategic approach to creating customers for life.
9 Sept 2018
LandNExpand CX Episode 3 - What is Customer Success?
We will discuss what Customer Success means and the impact it can have on the success of a SaaS company using some examples from my 20 year career in technology.
28 Jun 2018
LandNExpand CX Episode 2 - The Components of a Customer Ccret Sauce
This podcast is focused on defining the components of the Customer Ccret Sauce by sharing an example of how I designed the Customer Life cycle for Workfront and developed their first Ccret sauce for ICPs in a target market.
20 Jun 2018
Landnexpand CX Episode 1 - How a Ccret Sauce creates Customers for Life
What's your Customer "C-cret" Sauce? In this episode, I break down why uncovering it is the foundation of a Customer Success strategy that creates Customers for Life. I'll share examples of software companies that have mastered this — earning best-in-market reputations by knowing exactly what their ICP wants and delivering it with consistency and excellence.
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