Customer. Success.

Tailoring a CS Program to Your Team - Podcast

We don’t talk enough about the underlying reasons that affect our productivity as customer success professionals, oftentimes these exist unrelated to the software and processes we’ve set up in the organisation.

Below I am sharing the result of a conversation with Kristen Hayer, founder and CEO of The Success League and host of Strikedeck’s podcast - Strikedeck Radio.

In this episode we discuss:

  • How improving productivity helps CSMs

  • Self-awareness in customer success

  • Tools to assess the strengths of your CS team

  • Methods to coach your team on self-awareness

  • Improving problem-solving and decision-making processes

  • Building good habits

  • And emerging trends in customer success.

Mentioned books:

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue - Mehta, Steinman, Murphy (2016)

How to Win Friends & Influence People - Dale Carnegie (1936 - First ed.)

The Effective Executive: The Definitive Guide to Getting the Right Things Done - Peter Drucker (1966 - First ed.)

The Happiness Advantage - Shawn Achor (2010)

And so it starts: Welcome to Strikedeck Radio, a podcast focused on customer success and the leaders who are implementing best practices in our field. This Podcast is brought to you by Strikedeck and The Success League.