According to Ari Hoffman, customer success is kind of like being a professional sports coach. The coach's number 1 priority isn't to fill the stands with fans, help the team get new sponsors, or worry about the price of food at the concession stands — it's to help the players win games. Help the players succeed on the field (or court, or wherever they play).
It's just one of the reasons why Hoffman, Customer Fanatic at MindTouch, spends his days listening to and sharing stories with customers, colleagues, other people in the tech industry, and even his friends and family. He wants to hear it all because he's curious about the stories that "engage people and raise the bar for everyone."
This episode is so good we had to re-air it. Plus, we are going to experiment a little by going back into the archives once in a while and pull out some gems and bring them back to the front of the line. We'd love to know what you think. One of these gems is of course the episode with Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud. Three things we learned from Catherine are 1) education is a critical part of customer success. You cannot help customers be successful unless you help them learn. 2) Obviously, education is not all of it. With any software project, people have to change how they work. We have to help our customers through that change. Change management is part of customer success too. 3) There seems to be an endless debate about who should own the customer. Lost in this debate is how and whether sales and service is converging. Some signs say, "Yes." This is also a fun episode because we reminisced about stealing one of Catherine's ideas, which by the way, led to two new customer. Maybe you should steal this idea, too. We hope you like the re-broadcasting idea. Tell us if you do on Twitter using #HelpingSells.
The first thing they did is insult me by telling me my data sucks. Actually, Your Data Sucks: Join the Club was the name of their talk at the 2018 Gainsight Pulse Conference. Patrick Lawler, Director of Customer Success and Services and Dave Derington, Director of User Enablement both from Azuqua join Helping Sells Radio to help us understand how we can use data to help our teams help our customers. Better. That sounds like a worthy endeavor because figuring out how to deliver customer success in a scalable way cab help our companies grow.