))
An Org-Wide Customer Success Mindset with Matthew Armstrong #051
Manage episode 406702862 series 3448728
תוכן מסופק על ידי Derrick Williams. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Derrick Williams או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.
In this episode, Matthew Armstrong, Head of Customer Success at Sidechain Security, shares insights into building a thriving customer success organization.
We learn about aligning objectives with clear metrics, proactive engagement, and personalized approaches.
We discuss the importance of cross-functional collaboration and gathering post-sale feedback for continuous improvement—essential traits of successful customer success initiatives.
Matthew also offers practical tips for setting up a customer success team and emphasizes the importance of every person in every department of the organization adopting a customer-centric mindset.
#salesconsultantpodcast #customersuccess #cs #b2bsales #growth #value
Time Stamps:
[4:00] A story that epitomizes the pinnacle of customer success: From a modest $150,000 initial order to a staggering $40M in total purchases.
[8:00] - When customers fail to realize the value of their purchase.
{12:30] - When sales over promises on the capabilities of the product and CS is left to clean up.
[14:50] - Why CS should report into Sales or be its own business unit reporting to the CEO.
[18:30] - Collecting customer insights post-sale for the purpose of becoming more buyer-centric.
[20:00] - The importance of conducting interviews and truly being in tune with customer as opposed to only relying on stale surveys.
[22:00] - What it looks like in the early days of building out a new CS function including the top KPIs and where the priorities lie as a leader.
[25:00] - When it makes sense to assign a dedicated CS Manager (CSM) to a single account.
[27:35] - Advice to aspiring CS professionals: The worst thing you can say is, “that’s not my job”.
Connect with Matthew:
Matthew’s LinkedIn page: https://www.linkedin.com/in/mwarmstrong/
Connect with Derrick:
https://www.linkedin.com/in/derrickis3linksales/
These interviews are also available on Derrick’s YouTube page - https://www.youtube.com/channel/UCFfMnGtGWVrzO3BorCimojw
56 פרקים
שתפו
