Customer success managers can get more strategic w/ Bob London
Gain Grow Retain
English - June 16, 2020 16:00 - 43 minutes - 29.6 MB - ★★★★★ - 34 ratingsEntrepreneurship Business Management b2b saas growth customer success marketing sales software customer imperative enterprise Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view.
In our discussion we cover:
Why listening matters to every business (and why we're not doing enough of It)
Retention Is more important than any other time In history of SaaS
We can't be forcing Interactions - It has to be valuable for both parties
Agendaless Listening - getting Insights for brand strategy and positioning
Most listening than talking - don't look to write down the answer on the clipboard
Role-playing can be effective for teams
Open-ended questions to ask: "What's on your whiteboard now that wasn't there 30 days ago?"
"What did you talk about once I left the room?"
"If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"
"What's the first thing you'd ask a renowned expert In your field?"
--
Check out more on Bob's website: http://www.chieflisteningofficers.com/
--
If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
--
This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.
Learn more at https://customerimperative.com/
Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach