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Receptive has now been acquired by Pendo. Churn It Up is *the* Customer Success podcast providing tips and tricks from the best and brightest in the world of CS. Hosted by Aly Mahan, it's perfect for anyone working on the frontlines of CS or Support, and for Account Managers at SaaS organizations. We share war wounds, bask in heroic tales, and generally just chat about all things Customer Success. This podcast turns attention to CSMs about the day to day projects they manage, and ideas they ...
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#10: Why your customer health scores are not working with Irit Eizips, CSM Practice
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44:27
About The EpisodeThis week, Aly talks with Irit Eizips, CEO for CSM Practice. In this episode, Irit explains her approach to customer health scores detailing best practices developed after years of experience, as well as common pitfalls you should avoid as you embark on designing yours. She also shares a detailed customer health score design approa…
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#9: How Customer Feedback Impacts Your Entire SaaS Org with Lisa Starita, Beekeeper
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22:11
This week, Aly talks with Lisa Starita, Head of Customer Success Operations at Beekeeper.Lisa talks about how she used to manage customer requests manually and the problems that caused with the product team. She then explains how she went about solving those issues and practically removing CS from the feedback process.This episode is perfect for an…
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#8: Customer Training Best Practices & Quick Wins with Linda Schwaber-Cohen, Skilljar
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30:44
This week, Aly talks with Linda Schwaber-Cohen, CSM at Skilljar.Linda discusses her approach to training and onboarding, explaining how to first approach training calls with new customers, the importance of data, and what you should be focusing on.This episode is perfect for anyone in CS who: - Wants to improve their training program or even start …
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#7: How To Set Up Customer Health Scores from Scratch with Rachel Jennings, Assignar
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32:55
This week, Aly talks with Rachel Jennings, CSM at Assignar.Rachel explains how she developed a health score to help her customer success team prioritize, and details the steps so others can do the same. She also talks about the questions that CSMs should be asking about their customers and the data she uses to answer those questions.Who Should List…
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#6: Using Video in Customer Success with Amaan Nathoo, Bonjoro
29:58
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29:58
This week, Aly talks with Amaan Nathoo, Head of CS & Sales at Bonjoro.He provides a way to tackle the issue of customers who seem to ignore your emails by using personalized videos to provide value. He also talks about his approach to onboarding and CS in general and how customer success teams should work with sales.Who Should Listen?This episode i…
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