Can Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025.

Timestamps

0:00 - Preview,

1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase

1:47 - Overview of Crunchbase

4:40 - Using internal data for prediction and risk mitigation

7:37 - Team structure & current hiring

9:28 - Team downsizing and adaptation

13:15 - Implementing an automated onboarding process

16:30 - Strategy to ensure a positive customer experience

20:22 - Celebrating milestones with customers

22:18 - Plans for 2025

25:08 - Accessibility of AI-driven insights

28:00 - Partnership with Perplexity to integrate Crunchbase data

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Aanal Patel: https://www.linkedin.com/in/patelaanal/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.