Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode of the Customer Success Pro Podcast, Anika Zubair explores the phenomenon of customer ghosting, particularly during the Halloween season. She discusses the reasons why customers may go silent, the common mistakes made by customer success professionals, and effective strategies to re-engage ghosted customers. Anika shares personal anecdotes and emphasizes the importance of understanding customer needs, setting clear expectations, and adapting communication styles. The episode concludes with actionable takeaways and a challenge for listeners to apply the discussed strategies.Chapters00:00 The Haunting of Customer Relationships03:07 Understanding Customer Ghosting05:37 Common Mistakes Leading to Ghosting08:42 Communication Styles and Customer Engagement11:46 Reviving Ghosted Customers17:47 Strategies for Re-engagementConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
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22:39
Implementing a Customer Success Strategy from Scratch
Train AI to be Your Revenue Generating Co-Pilot Guide: https://www.thecustomersuccesspro.com/offers/P66P25Uw/In this episode, Anika Zubair discusses the challenges and strategies for building a Customer Success (CS) function from scratch. She shares her personal experiences, common mistakes to avoid, and emphasizes the importance of strategic focus, collaboration across teams, and measuring success effectively. The episode serves as a guide for new CS professionals to navigate their roles and build impactful customer success strategies.Chapters00:00 Introduction02:39 Common Mistakes in Building CS from Scratch05:53 Strategic Focus for Customer Success08:38 Building a High-Performing CS Team11:46 Measuring Success in Customer Success14:38 Creating a Customer Journey Map17:25 Developing a Minimal Viable CS Strategy20:33 Next StepsConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
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27:52
How to Handle Customer Objections During Renewals
Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical role of handling objections during the renewal process. She emphasizes that objections should be viewed as opportunities for engagement rather than roadblocks. Anika shares common mistakes made by customer success professionals when faced with objections and provides effective strategies for addressing them. The episode concludes with a call to action for listeners to practice their objection-handling skills to enhance their confidence and effectiveness in renewal conversations.Chapters00:00 Transforming Objections into Opportunities03:31 Understanding the Renewal Process10:24 Common Mistakes in Handling Objections16:04 Effective Strategies for Objection Handling19:10 Weekly Challenge and ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
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21:57
How to Transform Your Customer Success Team into a Revenue Driver
Book Anika for your next CS Team Workshop or Event: https://www.thecustomersuccesspro.com/team-eventIn this episode of the Customer Success Pro Podcast, Anika Zubair discusses the critical need for companies to invest in their customer success teams with the same vigor as their sales teams. She highlights the common pitfalls in customer success training, the importance of building commercial confidence among CSMs, and effective training strategies that can transform customer success into a revenue-driving function. Anika emphasizes the need for practical, hands-on training that equips CSMs with the skills to handle objections, multi-thread accounts, and demonstrate value in every customer interaction. The episode concludes with a call to action for leaders to invest in their teams' growth and capabilities.Chapters00:00 The Importance of Customer Success Investment02:41 Common Pitfalls in Customer Success Training06:01 Building Commercial Confidence in Customer Success08:50 Effective Training Strategies for Customer Success11:37 Transforming Customer Success into a Revenue Driver14:57 Practical Workshops for Customer Success Teams17:51 The Role of Templates and Frameworks20:43 Handling Objections and Multi-threading Accounts23:54 Investing in Customer Success for Future Growth26:43 ConclusionConnect with Anika Zubair:Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupSend Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
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How to Build a Scalable Onboarding Program from Scratch with Cara Benecke
Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/csproIn this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.Chapters:00:00 Introduction to Customer Success and Onboarding03:34 Building Customer Success from Scratch11:39 Challenges in Building Customer Success22:51 The Importance of Onboarding35:36 Creating Wow Moments in Onboarding55:22 Key Takeaways for Building Onboarding ProgramsDownload The CS Pro freebies:https://thecustomersuccesspro.com/resourcesConnect with Anika Zubair: Website: https://thecustomersuccesspro.com/LinkedIn: https://www.linkedin.com/in/anikazubair/CSM RevUP Academy: https://thecustomersuccesspro.com/revupConnect with Cara Benecke:Linkedin: https://linkedin.com/in/cara-benecke/Send Anika a text :) Grab our FREE resources here: https://thecustomersuccesspro.com/resources Want to be our next podcast guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
This is The Customer Success Pro Podcast, hosted by Anika Zubair. Customer Success is not a destination, but a a journey. Join me on this crazy CS journey as I chat to leaders, strategists and experts in customer success about their experiences and definitions of customer success and share with your their best practices on how to build and scale world class CS organization. Each interview will unlock tips, tricks and best practices to help scale your customer success career and company. I will dive into important and relevant topics to help spread knowledge about customer success in order to help companies put the customer at the center of their business. Because at the end of the day when customer are successful, so is the company.Learn more at: thecustomersuccesspro.com
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