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15 results for “customer success”
Topic4 mentions across episodes
customer success
“Customer success doesn't really have a strict definition. We can go to someone off the street and go tell me what sales does and they go, well, you ring up strangers and ask them for money. Everyone knows what that means. What does customer success do? I don't know. There's no definition.”
...success do? I don't know. There's no definition. So that's one thing. The other thing is the reason it doesn't have a definition is highly contextual.
20:35 / 21:06
Bold/Contrarian20:35 – 21:06
...customer success. They don't have a customer success organization at Snowflake or at least they didn't. Maybe they created one out, but they didn't. The feeling was everybody's in customer success. Do you agree with that? Their NDR look. Snowflake ha
29:12 / 30:46
from transcript29:12 – 30:46
...customer success. They don't have a customer success organization at Snowflake, or at least they didn't. Maybe they created one now, but they didn't. The feeling was everybody's in customer success. Do you agree with that? Their NDR look, Snowflake h
26:34 / 28:08
from transcript26:34 – 28:08
...customer success. Does that mean you have a higher budget for CS than other teams? Yes. It doesn't cost all that much. It's not like we're profligate in our spending or our investment in customer success. Maybe we invest a little bit more. Customer s
26:59 / 28:31
from transcript26:59 – 28:31
...success. Maybe we invest a little bit more. Customer success, by the way, doesn't happen just from customer success teams. There's only so much a customer success manager can do if the product isn't good enough. How many workarounds is a CSM gonna ad
27:37 / 29:04
from transcript27:37 – 29:04
...customer success. And that's really what I wanted to do today is really have a pretty open conversation around a few different customer success topics. Starting with some really easy ones like what are all the TUs that go into a customer success orga
3:01 / 4:02
from transcript3:01 – 4:02
...customer success at Snowflake, the customer success team, I was like, could they be salespeople? No. They could not. Could they be implementation people? No. They could not. Well, what do they do? They show people where documentation is. And then I w
44:05 / 45:22
from transcript44:05 – 45:22
...customer success is, first of all, it doesn't really have a strict definition. I mean, we can go to someone off the street and go tell me what sales does and they go, well, you ring up strangers and ask them for money. Right? Everyone knows what that
20:09 / 21:27
from transcript20:09 – 21:27
...success team, I was like, could they be salespeople? No. They could not. Could they be implementation people? No. They could not. Well, what do they do? They show people where documentation is. And then I was like, I don't understand
43:14 / 44:37
from transcript43:14 – 44:37
hard on customer success. Because if you can't get customer success, you're dead in the water anyway. Okay. So I had Chris Dagnon on the show, the CRO at Snowflake. And he was like, why do we still have CS? We We should have professional services, an
31:29 / 32:33
from transcript31:29 – 32:33
...think customer success is here to stay first and foremost, and I'm not even going about the evolution of it. You know, I see a lot of questions and conversations around, you know, what is this? I feel like we're always in justification mode in CS. I'
38:51 / 40:17
from transcript38:51 – 40:17
...of customer success. If you think about it from a more commercially oriented mode, to a more strategic mode, to a more technical mode, to a more support mode like this, there's so many elements to it. And and, you know, fundamentally, it'll always be
36:37 / 37:55
from transcript36:37 – 37:55
...customer success discipline, that's a number that you have to know inside out, and you have to really strong perspective on the ROI of that. So going back to the pieces we've talked about before, you have to know what is actually going to go through,
10:22 / 11:33
from transcript10:22 – 11:33
...customer success for your smallest customers, add it. Add it. We just we just left a thousand we're a thousand dollar a month customer for this cup company doing 500,000,000 a year. Okay? But that's still $1,215,000 dollars a year that no one ever fo
27:01 / 28:03
from transcript27:01 – 28:03
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