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PODCAST

This is Growth!

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you"re going to learn how to transform Customer Success into the second growth engine of your business. We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

business management

All Episodes

00:31:49

6x Engagement, 29% Faster Deals: The Art of Strategic...

This is Growth! ·

2024/12/19

In this festive episode, I sat down with Kris Rudeegraap to unwrap the magic of gifting in business. Spoiler alert: it’s not just a nice-to-have—it’s a must-have! 🎁We dive into the transformative power of gifting and direct mail, answering key questions like:✨ How do you seamlessly integrate moments of delight into the customer journey—without treating them as an afterthought?🎉 What are some standout examples of how teams are using gifting to supercharge sales and create unforgettable post-sales

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00:48:06

Building Teams That Drive $50M Pipelines and 93%...

This is Growth! ·

2024/11/21

What does it take to lead high-performing teams and drive meaningful business growth? In this episode, Lara shares her journey of building a $50M pipeline and achieving 93% customer retention through human-first leadership. Learn how aligning teams, focusing on value realization, and leveraging storytelling can transform customer success from a cost center to a revenue driver. Perfect for leaders looking to inspire their teams and deliver measurable results.

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00:51:12

10x Your Customer Success Team Using The CRM + AI...

This is Growth! ·

2024/10/31

In this episode, Daphne Costa Lopes talks with Kirsten Dichapati, VP of Customer Success at VCom Solutions, to explore how CRM and AI can transform the way you serve and retain long-tail customers. Kirsten shares her journey from HR to CS leadership and dives into the tools and segmentation methods that have driven stellar retention rates at scale.What we’ll cover: Retention Reimagined: How to scale CS operations without sacrificing quality. Smart Scaling: Using CRM and AI for meaningful

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00:47:45

Information Clutter is Harming your Customer Success...

This is Growth! ·

2024/09/10

Join us as I discuss with Shachar Avrahami VP Product & Strategy @EverAfter how to navigate the challenges of curating and delivering the right content to customers so they can take action without overwhelming them.Shachar https://www.linkedin.com/in/shacharavrahami/

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00:36:34

Boost CX Personalisation by 225% using HubSppot, with...

This is Growth! ·

2024/08/22

Unlock the secrets to driving customer success with HubSpot’s latest innovations! In this episode of This is Growth, we dive deep with Paul Weston, GM of Service Hub at HubSpot, to explore the new Customer Success Workspace and the game-changing Health Score feature. Learn how these tools can help you boost customer retention, streamline your CRM, and enhance overall customer experience. Perfect for Customer Success Managers, Directors, and SaaS professionals looking to stay ahead of the curve

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00:48:03

Reduce Churn by 95% Within Six Months with Elad...

This is Growth! ·

2024/07/11

In this episode of the Customer Success Masterclass, discover how you can revolutionize customer retention in your long tail.Join Daphne Costa Lopes as she explores Mayple, an innovative solution to onboard and retain your SMB or low-paying customers at scale. Our special guest is Elad Donsky, CEO of Mayple. In this episode, you'll hear about his journey from startup founder to a Salesforce acquisition, and learn how to tap into the gold mine of your long-tail customer base for world-class

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00:41:09

CS MasterClass [Bonus Episode]: Mastering a Revenue...

This is Growth! ·

2024/07/09

In this bonus episode of the Customer Success Masterclass, we talk about Revenue Generating Customer Success, but from the lens of the CSM. Your host Daphne Costa Lopes is joined by Diana de Jesus, CEO & Founder of The Customer Success Project in a conversation exploring how you can understand the business, develop the skills to become a top-performing CSM and ace your revenue-generating role! Tune in to gain actionable tips and strategies that will elevate your customer success game and help

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00:52:57

CS MasterClass #5: Creating a Revenue Generating...

This is Growth! ·

2024/06/25

In Episode 5 of the Customer Success Masterclass, we tackle the topic of Creating a Revenue Generating Customer Success Team.Join Daphne Costa Lopes as she explores how your Customer Success team can capture value from customers and generate revenue for your business, transforming it into a revenue-generating powerhouse. Here’s what we’ll cover: • What Value the CS Team Creates for the Business: Understand the essential contributions of your Customer Success team and how they drive overall

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00:46:20

CS MasterClass #4: How To Communicate The Value You...

This is Growth! ·

2024/06/18

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of Communicating The Value Your Product Delivers to Customers. Join Daphne Costa Lopes as she delves into the pivotal role of the Customer Success Team in effectively conveying the value of your product to your customers. Here’s what we’ll cover: What Customers Care About: Understand the core needs and desires of your customers to tailor your communication effectively. Who You Should Be Communicating Value To:

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00:59:25

CS MasterClass #3: Proactively Monitor Risk and...

This is Growth! ·

2024/06/11

In Episode 3 of the Customer Success Masterclass, we tackle the crucial topic of proactively monitoring risk and growth signs in your customer base. Join Daphne Costa Lopes, as she explores the strategies and technologies that can help customer success teams stay ahead of potential churn and identify growth opportunities. Here’s what we’ll cover: • Navigating the Information Overload: Understand how the vast volume of data—product usage, customer engagements, and external factors—affects the

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00:52:22

CS MasterClass #2: Delivering Measurable Value to...

This is Growth! ·

2024/06/04

In Episode 2 of the Customer Success Masterclass, we explore how to create a repeatable process to deliver measurable value to your customers. Hosted by Daphne Costa Lopes, this episode delves into the intricacies of crafting effective customer journeys that guide customers to value realization. Here’s what we’ll cover: Customer Journeys as Value Maps: Learn how to reverse engineer success by using customer journeys as the blueprint for value realization. The 7-Step Customer Value Realisation

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00:52:06

CS MasterClass #1: Defining and Measuring Customer Value

This is Growth! ·

2024/05/28

In this inaugural episode of the Customer Success Masterclass, we dive deep into the critical topic of defining and measuring customer outcomes. Join Daphne Costa Lopes, as she unpacks why internal metrics alone aren’t enough to gauge true customer success and how to shift towards a more customer-centric approach. Here’s what we’ll cover: • Internal vs. Customer-Centric Metrics: Understand the limitations of using unit economic metrics alone in Customer Success and why they fail to capture the

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00:04:00

Season 3: Customer Success MasterClass (Teaser)

This is Growth! ·

2024/05/21

Build a Scalable, Proactive, and Revenue-Generating Team.Welcome to the Customer Success Masterclass, a 5-episode series designed to help you create a scalable, proactive, and revenue-generating customer success team. In this series, we’ll explore five key topics with industry experts: 1. Defining and Measuring Customer Value: Learn how to achieve measurable outcomes in your business. 2. Delivering Measurable Value to Customers: Discover how to ensure customers retain and grow by realizing

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00:53:06

Where Product Management and Customer Success Meet...

This is Growth! ·

2023/11/28

This episode is here to help CS folks understand how product organisations work and how to collaborate for optimal results.We dive deep into the intersection of product and CS to help you: 🚀 Learn how product roadmaps work 🚀 Better champion your customers with Product Managers 🚀 Handle tough conversations on unmet feature requests 🚀 Get advice on transitioning from CS to Product roles. Join me as I sit down with Laura Kassapakis, Product Manager at Front, and Lauren Salanitro, CS Leader at

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00:52:16

Automate Your Enterprise Business Reviews

This is Growth! ·

2023/10/26

In the world of Customer Success Management, delivering impactful Enterprise Business Review (EBR) presentations is often a time-consuming and labour-intensive task. But what if we told you that it's possible to revolutionize this process by completely automating the creation of the decks? In this episode, we dive deep into the realm of EBR automation with not one but two seasoned experts who have transformed the game for Customer Success Managers (CSMs). Our first guest is none other than

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00:27:34

Ryan Seams on Customer Success in a...

This is Growth! ·

2023/09/26

What does Customer Success look like in a company that uses a product-led growth strategy? So many people seem to think that you're either product-led or human-led. But the reality is that most businesses land somewhere in the middle. Ryan Seams, Senior Director of Customer Success and Services at Mixpanel is here to help us understand how a CS team works when a business is largely product-led. He has spent the last 9 years building the CS business in Mixpanel and has learned a ton of lessons

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00:20:11

Scaling Customer Success: Answers To The 3 Burning...

This is Growth! ·

2023/08/31

From startups to industry titans, most companies still haven't cracked the nut of delivering a highly proactive Customer Success service at scale. That's why it's important for us to talk about these challenges openly! In our very first solo episode, your host Daphne Lopes, tackles 3 burning questions about scaling Customer Success. Is scaled Customer Success right for your business? What's the right time to start scaling your CS team? What is the optimal sequence of events

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00:36:56

Mickey Powell on How Customer Success Professionals...

This is Growth! ·

2023/08/03

This month we are sitting down with Mickey Powell, the CS visionary behind UpdateAI, to explore a revolutionary development that's changing the landscape of customer success – the integration of generative AI, specifically ChatGPT, into the daily lives of Customer Success Professionals. In an era where customer interactions are paramount, harnessing the power of AI has become more than just a trend; it's a necessity. Imagine having a virtual assistant that not only understands customer

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00:44:02

Jeff Breunsbach on Unleashing the Power of Content...

This is Growth! ·

2023/06/27

The lines between Marketing and Customer Success blur when we start scaling the CS team. Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy. To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community. In this episode, we delve into the transformative power

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00:46:30

Margaret Harrison on Mastering Change Management To...

This is Growth! ·

2023/05/30

"The only constant is change." Get ready for a mind-shifting episode with senior Customer Success leader and Change Management expert, Margaret Harrison. As CS professionals we operate at the intersection of the vision our customers have for their organisations and their current reality. And we do that while navigating the waves of change inside our organisations. But change is not easy. In fact, change can be exhausting. In this episode, we discuss the psychology of change and why it can

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53 results

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