THOUGHT LEADERSHIP INTERVIEW SERIES


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  •  11/21/2020 01:12 AM

In this interview, Jeanne Hopkins, Chief Marketing Officer at Lola.com, talks about why it is necessary to build a brand experience based on the individual needs and why CSMs must enable the right outcomes to the different persona they're working with.

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3 min read
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  •  11/18/2020 10:58 PM

In this interview, Jon Triggs, Head of Customer Success at Fluent Technology, talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.

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6 min read
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  •  11/12/2020 01:57 AM

In this interview, Brett Andersen, VP of Client Success at Degreed, talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

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4 min read
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  •  11/1/2020 10:51 PM

In this interview, Mary Poppen, Chief Customer Officer at Glint Inc makes it clear that companies, regardless of the size, stage, or financial capacity should consider establishing Customer Success early and ensure that the right people are in the right roles for organizational success.

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3 min read
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  •  10/28/2020 11:09 PM

I interviewed Tyler Wonderlic, Vice President of Customer Success at Balto, to share his thoughts on the importance of an organization’s CS core values, its purpose, and its impact on a business as a whole.

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  •  10/22/2020 07:55 AM

Changes are happening all over the world, and businesses are in a whirlwind of change. I interviewed Jackie Golden, Global SVP of CS at CoreView, to share her thoughts on how companies should plan the future while managing current business challenges and its subsequent impact on experience and customer success.

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  •  10/5/2020 08:33 PM

In this interview, Bhanu Sareddy, Chief Customer Officer at Cybereason, talks about the ideology behind CS, and what it takes to succeed in these dynamic and uncertain times.

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  •  9/30/2020 12:25 PM

In this interview, David Ellin, Managing Director and Chief Customer Officer at Centric Leadership Strategies LLC, talks about how to create meaningful business strategies and effective execution of it (including customer engagement, revenue growth, advocacy, and retention).

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4 min read
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  •  9/29/2020 02:06 AM

In this interview, Keri Keeling, Global Head of Customer Success at Innovation & Intelligence at VMware, talks about the importance of establishing a value-driven business model and why it needs to be the central focus of the conversation.

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2 min read
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  •  9/25/2020 10:00 AM

In this interview, Jeff Heckler, Customer Success - Team Lead at Pipedrive, talks about why CS is the root of a healthy relationship. Serving customers, Jeff said, is a long term commitment. It means that you need to [1] improve their business process but also deliver the success they desire, and [2] grow (or enable) their impact (value) within their organization.

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3 min read
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  •  9/21/2020 11:05 PM

In this interview, Doug Snow, VP of CS at Harris SmartWorks, talks about the importance of building a CS organization that meets the business objectives of the company and its customers. Meeting the goals of the business and its customers provides mutual value that helps achieve business growth (in Revenue and Earnings) and an enduring relationship for both organizations. It’s interesting to look at this both from the buyer (customers) and the company or organization providing the solution (businesses).

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4 min read
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  •  9/2/2020 12:42 AM

In this interview, Alan Rudolph, SVP, Global Technical CS at Apttus, talks about the science (process involved) and art (success mindset) behind Customer Success. It is a science because it requires a structured process or framework to develop healthy and sustainable relationships. It is an art because it requires human creativity and passion in helping customers achieve their business outcomes (or desired results).

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