January 2017
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Strikedeck Radio Ep. 12. August 2017
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Strikedeck Radio Ep. 55. June 2019
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September 2019.
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Helping Sells Radio. June 2019
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Helping Sells Radio. November 2020.
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‘Nuff Said Podcast. December 2020
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“It is only the customer experience when you reflect the entire customer journey with your company which includes how people learn about your products, how and why they purchase them, how they implement or deploy them in addition to how they use them…”
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It’s important for CS to have a seat at the table and there are several good reasons why it can be a challenge to get that seat. So how does a CS Leader get a seat at the table and overcome those challenges?
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Have you ever thought about what the world might look like if Customer Success (CS) was something that you didn’t need? I certainly had not considered this, and while it is a theoretical extreme, it’s an interesting construct to think about.
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In part two of this interview, Squelch and Irene explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.
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From Squelch’s Influential Women in CX interview series. In part one, Irene shares how she became involved in customer success and where she’s currently focusing her talents. Irene also discusses the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization.
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Today, it’s not enough to set objectives to delight your customer or provide excellent customer and field service. You have to actually achieve those objectives — here are some practical steps to help you optimize your business in the age of the customer.
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What I’ve discovered is that when priorities and budgets are set, most companies invest the majority of their efforts in acquiring customers, while the investment and effort to serve and retain existing customers is frequently an underserved afterthought. That philosophy doesn’t work today.
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Communication is critical for a business to be successful, no matter the industry. Your teams need to communicate with each other and your company needs to communicate with prospects and customers.
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