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13 results for “customer education”
Topic9 mentions across episodes
education
...to customer success. So making sure that during the awareness process for those people that raise their hand to learn more, we put them into a sales process that's indicative of their role and the business challenge that they have. We're capturing th
32:56 / 34:15
from transcript32:56 – 34:15
...customer life cycle from beginning where we create awareness, the type of sales campaign that we run, what we capture during that sales campaign, what we pass over to the implementation team, how we're logging our interactions with those individuals,
32:08 / 33:23
from transcript32:08 – 33:23
...Because let's say a 100 salespeople, yeah, you can reach maybe 10,000 customers. But with a sell sell product, with the right word-of-mouth, you can reach millions of customers. Look at Cursor, for example. It is used in every large company. I bet on
57:44 / 58:46
from transcript57:44 – 58:46
...Customer success is so different because it can literally be 20 different things on any particular day, from dealing with an escalation to an upsell to a a product issue to a like and it's it's ongoing. It's constant. So I think it's a big gap, and I
14:53 / 16:49
from transcript14:53 – 16:49
...customers have moved, and then you describe the benefits as well. So we spent quite a bit of time synthesizing these messages from customer and learning their observations and asking them what value did you get that you expected? What value did you e
29:15 / 30:24
from transcript29:15 – 30:24
...a customer journey map. And at each stage we think about what is the person thinking and feeling? Are they excited at this point? Are they overwhelmed by how much work it's going to be to get set up?
36:00 / 37:10
from transcript36:00 – 37:10
“People try to build a large enterprise style CS company into that kind of motion, and really what you should be doing there is customer marketing. You should lean in really heavily in product and customer marketing backed up by a smaller group of people.”
...marketing. You should lean in really heavily, you know, in product and customer marketing backed up by a smaller group of people.
22:59 / 23:16
Practical Framework22:59 – 23:16
...obsessed founder. Right? All my companies, I'm the one who services the customers. And when I went to HubSpot, I went from 20 customers to, 5,000. And I I was crying because I couldn't they call me and they would say, Elias, help me get on this scree
12:06 / 13:07
from transcript12:06 – 13:07
...the customer expecting from this relationship. And I think that's the thing that very quickly is lost sight of in many places. And I'm guilty of it too. Like, we, you know, we we talk about KPIs.
37:30 / 38:40
from transcript37:30 – 38:40
...need to ring me at the weekend or when I'm on holiday to talk about a problem, I'm available to them because we are promise keepers. But that's not the same as doing everything that their team on the ground might ask you to do, which might actually
34:30 / 35:39
from transcript34:30 – 35:39
...a customer journey map. And at each stage we think about what is the person thinking and feeling? Are they excited at this point? Are they overwhelmed by how much work it's going to be to get set up? What if you're requesting a piece of collateral, w
36:48 / 37:51
from transcript36:48 – 37:51
...especially in the b two b. I I I think managing customers both at scale when you have tens of thousands or 100 thousands of customer, it it's I don't think anybody has the answer to do that. Right? This is something that happened in the past ten year
9:50 / 10:53
from transcript9:50 – 10:53
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