Subscribed Podcast
65 episodes - English - Latest episode: almost 3 years ago - ★★★★ - 23 ratingsIn the only podcast dedicated to the ‘Subscription Economy’, hosts Tom Krackeler and Rachel English talk to innovators, entrepreneurs, and analysts about the business shift towards recurring revenue.
(Customer Success Radio is now Subscribed podcast).
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Episodes
CS Radio #15: NPS - The Good, The Bad, and The Ugly
April 01, 2015 13:15 - 27 minutes - 25 MBTom and Rachel talk about how to add Net Promoter Surveys to your customer success toolkit, what are the "gotchas" to look out for, and give some practical tips on sending your very first NPS.
CS Radio #14: Thriving in the Membership Economy
March 30, 2015 17:20 - 27 minutes - 25.1 MBRobbie Baxter talks with us about her new book, The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue.
CS Radio #13: When Customer Success Meets Product Development
March 26, 2015 01:24 - 23 minutes - 22 MBMarty Cagan shares how to build products that customer love, why saying "yes" to customer enhancement requests is not doing them any favors, and the state of the art in enterprise SaaS user experience.
CS Radio #12: Drinking From The Firehose: Customer Success During Hypergrowth
March 13, 2015 20:53 - 22 minutes - 20.7 MBKatie Rogers from Salesloft discusses how she built a Customer Success program while her company was growing 2000% last year. Plus she explains what a #LadyLofter is.
CS Radio #11: Customer Success as Growth Hacking
March 05, 2015 02:05 - 22 minutes - 20.4 MBRachel and Tom recap the lively Twitter chat we recently convened on #SuccessHacking — applying the principles of Customer Success to drive revenue growth.
CS Radio #10: Lincoln Murphy Sounds Off On Customer Success
February 24, 2015 22:53 - 31 minutes - 28.5 MBLincoln Murphy joins us for a wide-ranging discussion of what's happening in the world of Customer Success, why he's happier when the focus is on (lowercase) customer success, and how to get it right even when it's hard.
CS Radio #9: Leveraging Exceptional User Onboarding
February 16, 2015 19:29 - 21 minutes - 19.7 MBSamuel Hulick joins us to discuss User Onboarding, how Slack totally nailed it, and what SaaS companies should learn from Super Mario.
CS Radio #8: What To Look For In 2015
February 12, 2015 02:12 - 24 minutes - 22.7 MBRachel and Tom discuss their favorite emerging practices for Customer Success, and highlight some companies that are leading the way.
CS Radio #7: What's the Point of Relationship Marketing?
February 03, 2015 23:44 - 27 minutes - 25 MBAnthony Nygren from EMI Strategic Marketing joins us to demystify customer lifecycle marketing, explain why its a critical part of a Customer Success practice, and give a few tips on how to be one of the few SaaS companies that do it right.
CS Radio # 6: How Buffer Does Customer Success
January 27, 2015 17:25 - 22 minutes - 20.4 MBCarolyn Kopprasch, the Chief Happiness Officer at Buffer, shares the secrets of how Buffer took a freemium app and built a legion of highly committed customers.
CS Radio #5: The Science of Customer Relationships
January 22, 2015 01:56 - 24 minutes - 22.7 MBEd Powers from Service Excellence Partners joins to discuss how the science of human relationships impacts your customer churn rate, and why you don't need a degree in psychology to build better customer relationships.
CS Radio #4: Marketing and Customer Success: Friends or Foes?
January 16, 2015 20:19 - 20 minutes - 19 MBMeg Murphy, CMO of BigCommerce, joins us to talk about delighting customers at high volumes, whether to put more stock in customer usage data or survey responses, and why marketing should be the customer success team's best friend.
CS Radio #3: Want Customer Success? First Figure Out Training.
January 14, 2015 00:54 - 21 minutes - 19.5 MBBill Cushard from ServiceRocket joins us to explain what makes for great customer training, what Cloudera and Hubspot are doing right, dealing with hecklers, and whether training is ever a "bad word".
CS Radio #2: Customer Success Traps and How to Escape Them
January 09, 2015 19:22 - 22 minutes - 20.5 MBRachel and Tom discuss Surprise churn, "Old School" CEOs, Customer/Product misfits and other common traps that Customer Success teams fall victim to. Plus some ideas for how to avoid them.
CS Radio #1: So You Want To Build A Customer Success Team
January 04, 2015 17:29 - 18 minutes - 16.5 MBIn this episode, Frontleaf co-founders Tom Krackeler and Rachel English talk about building their first customer success team from scratch, and some tricks for getting it right.