In this episode of the Customer Strategy Podcast, I'm talking with Dana Soza who is the founder and CEO of customereverything.com.Dana has just released an e-book called How To Land & Succeed in a Customer Success Career: The Success Playbook for Your Employment Journey.Dana used Customer Success frameworks from me and other thought leaders to create a playbook to guide your CS career. She covers everything from how to get a job to how to advance your career to the C-level.I thought this was a very unique approach and we got into all of the details in this episode.If you'd like to get a FREE copy of Dana's ebook, simply go to https:customereverything.com/ebookResources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Customer Strategy Podcast

Episode 21: Dana Soza

In this episode of the Customer Strategy Podcast, I'm talking with Matt Barnett, Founder, and CEO of Bonjoro.Bonjoro is a personalized video messaging service that can be used at specific points in your sales or customer success processes to engage in a meaningful way with your customers. The user is presented with a notification that something happened like a new customer joined and will be prompted to record a short 30-second video welcoming them.We got into an interesting conversation around how engaging your customers in a unique and personalized way at specific points is a critical component of your Customer Strategy. Ultimately, engagement with your customers is all about getting them to take the next step.Listen in to find out how you can do this in a highly-personalized way.Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Episode 20: Matt Barnett

In this episode of the Customer Strategy Podcast, I'm talking with Ruben Rabago, Chief Customer Officer (CCO) at Intellum, and Greg Rose, Chief Experience Officer (CXO) at Intellum.Intellum is combining Customer Experience and Education to help large brands and fast-moving companies achieve the business outcomes that really matter.Ruben just joined Intellum as CCO a week before recording this episode so we got to dig into what the short-term and long-term goals look like for a new CCO joining an organization.If you have ever been curious about the role of a CCO, you are going to enjoy this episode.We discussed a number of leadership topics and if you would like to learn more, pick up a copy of Nils' book 30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be.

Episode 19: Ruben Rabago and Greg Rose

In this episode of the Customer Strategy Podcast, I'm talking with Shreesha Ramdas who is the co-founder of Strikedeck, which is now a Medallia company and serves as Senior Vice President and General Manager.Shreesha and I talk about how companies can better achieve retention, expansion, and advocacy in their customer base by utilizing customer health scoring. Whether you are just beginning your journey with a customer health score, or you want to know how to take your customer health score to the next level, you'll find some great direction in this episode. Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Episode 18: Shreesha Ramdas

In this episode of the Customer Strategy Podcast, I'm talking with Alex Katzman, the chief growth officer at Enervee.Alex and I talk about how to develop a joint roadmap that's aligned between the customer and Enervee in a way that allows them to deliver value as soon as possible and help Enervee grow down the line. Enervee provides Choice Engines that empower consumers to choose the energy-saving consumer products and clean vehicles they aspire to. We transform energy efficiency and electric vehicle programs by using the Enervee Score to save customers on their energy costs without any incentives required. Enervee partners with innovative electric and gas utilities reaching over 28 million households in the US.Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Episode 17: Alex Katzman

In this episode of the Customer Strategy Podcast, I'm talking with Sara Bochino, Director of Customer Success at Integrate. Sarah and I got into an interesting conversation around how to build an executive sponsorship program that not only scales but also gets executives involved early in the process. With everything going on in the world today, you can never have too many touchpoints with your customers, especially at an executive level.Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Episode 16: Sara Bochino

In this episode of the Customer Strategy Podcast, I'm talking with Jennifer Chiang. Jennifer is the Director of Customer success at Yup.Jennifer and I got into an interesting conversation about the challenges she was facing when onboarding new employees in the company.Up to now, Jennifer has been able to spend a lot of time with every new hire infusing empathy and understanding for Yup's customers.However, the company is growing and she is no longer able to spend time 1:1 with every new hire.Ultimately, we came up with a great solution to scale what Jennifer was doing to deliver the same result and give her time back.Resources mentioned:Download the 5 Things Your Customer Strategy Must HaveWhat to do next:Click here to become a guest on the showApply to work with Nils

Episode 15: Jennifer Chiang

In this episode of the Customer Strategy Podcast, I'm talking with Maranda Dziekonski, the VP of Customer Success and People Operations for Swiftly. With everything that is going on right now with the global pandemic, Miranda and I talked about the challenges and some strategies for handling engagement and renewal conversations with their customers. Neither Maranda nor I have a crystal ball and know how to handle this perfectly because frankly, this situation has never happened before.But it was really helpful to talk through some of the situations, permutations and ways that the team at Swiftly is engaging with their clients.Resources mentioned:Download the Customer Strategy Method Blueprint.What to do next:Click here to become a guest on the showApply to work with Nils

Episode 14: Maranda Dziekonski

In this episode of the Customer Strategy Podcast, I'm talking with Jake Jorgovan. Jake is the founder and CEO of Content Allies, a firm that specializes in helping industry experts and consultants become thought leaders through content marketing.Jake and I got into an interesting conversation around how to drive the urgency and engagement of his clients. Some of his clients sign up for a service and then don’t engage. When this happens, the Content Allies team has to chase them down and try to prod them in order to engage. Jake has made the work that needs to be done by the client as easy as possible but there's a key element missing. That is what we dig into and what's going to make a real difference.We get really hands-on in this conversation and I’m happy to report that after we recorded this episode, Jake put everything we discussed into action. The changes he made have had a big impact on customer relationships and their ability to deliver a result as quickly as possible.Resources mentioned:Download the Customer Strategy Method Blueprint.What to do next:Click here to become a guest on the showApply to work with Nils

Episode 13: Jake Jorgovan

How do you design a CS organization that can efficiently handle multiple different products, disciplines, stakeholders and business units?Very carefully...In this episode of the Customer Strategy Podcast, I'm talking with Star Hofer, the VP of Customer Success at eCompliance. Star and I got into an interesting conversation centered around designing her future CS organization as eCompliance was acquired by a much larger company last year. The acquiring company brought in 3 new distinct products that will be combined with the 2 that eCompliance was already servicing, bringing the total number to five different products in their portfolio. While all these products are related, they typically have different business units, different functions and different requirements for each one. We tackled a wide range of issues on this topic, enjoy!Resources mentioned:Download the Customer Strategy Method Blueprint.What to do next:Click here to become a guest on the showApply to work with Nils

Episode 12: Star Hofer

In this episode of the Customer Strategy Podcast, I'm talking with Kelley Turner, the VP of customer success at Upland Kapost.Kelly and I got into a really interesting conversation around how to handle the turnover at the executive level of their accounts, and the reality is that at the leadership level of their clients, turnover is a constant challenge.So instead of reacting when an executive sponsor leaves, we looked at a situation where we anticipate such departures, and prepare for it in advance.Resources mentioned:Download the Customer Strategy Method Blueprint.What to do next:Click here to become a guest on the showApply to work with me

Episode 11: Kelley Turner

In this episode of the Customer Strategy Podcast, I talk with Stephanie Stapleton, the VP of customer success at Udemy for Business.

Episode 10: Stephanie Stapleton

In this episode of the Customer Strategy Podcast, I talk with Brett Andersen, the VP of Client Success at Degreed.

Episode 9: Brett Andersen

This episode of the Customer Strategy Podcast is a special one. I'm the guest on the show and I'm interviewed by my good friend Jake Jorgovan, who is the founder and CEO of a company called Content Allies.

Episode 8: Nils Vinje

In this episode of the Customer Strategy Podcast, I talk with Joe Schmitt, the vice president of customer success at Upkeep Maintenance Management.

Ep7: Joe Schmitt

Listen in each week as Nils Vinje helps CEOs, COOs, Chief Revenue Officers, VPs, Directors and Individuals just like you, improve the customer strategy of their businesses so that they can grow their customer revenue.

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Customer Strategy Podcast

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