PODCAST

LandNExpand

Jackie Golden

Sharing Customer Experience best practices to creating Customers for Life

technology podcasting

All Episodes

36:53

LandNExpand Podcast - Episode 12 Customer Perspective...

LandNExpand ·

2019/08/20

We continue exploring the customer's perspective on what makes them choose certain technology vendors and continue to renew. Dan Moser is a CFO for ExecVision and a 20 year veteran in Accounting and Finance. He shares his perspective on the solutions he has chosen to make his department more effective as well as how he supports the technology decisions across other departments in the company. His insights will help you understand how to better serve and partner with your customers to make them

30:21

LandNExpand Podcast - Episode 11 Customer Perspective...

LandNExpand ·

2019/08/20

Joah and I explore what customer success looks like from the customer's perspective for Government. Joah has been in Government her entire career and is currently the SVP for Retail Lending at PNC. She supports the buying decisions and utilizations of the technologies used to optimize her organizations within the agency. She shares her perspective on what creates long term success for her and the agencies she works for. It's an interesting perspective and will give you fantastic insights into how

32:01

LandNExpand Episode 10 Customer Perspective Guest Tom...

LandNExpand ·

2019/08/03

Tom and I explore what customer success looks like from the customer's perspective. Tom has been an IT Manager for over 20 years buying and implementing hundreds of technologies to optimize company operations. He supports the buying decisions and utilizations of the solutions and shares his perspective on what creates long term success for him and the company he works for. It's an interesting perspective and will give you fantastic insights into how you can better serve and provide value to your

00:00

LandNExpand Episode 9 - How Marketing Plays in your...

LandNExpand ·

2019/06/27

In designing a proven Customer Experience model, Marketing has a play throughout the customer lifecycle model for each target market. I will share how Marketing contributes to creating a repeatable, consistent, customer experience for each target market as well as supporting the consistent content and messaging for all internal employees at your company.

07:21

LandNExpand Episode 8 - Department contributions to...

LandNExpand ·

2019/06/27

If you've been in Customer Success for awhile, you agree that creating the ultimate customer experience for each target market is a company wide strategy. It means that all departments have a play and key contribution to creating the ultimate customer experience with your company. From Marketing, Sales, Services to Product, Distribution and Finance. Yet many companies still focus on creating a CSM team and think they are the golden ticket. This discussion will help you to understand how the top

08:54

LandNExpand Episode 7 - Becoming a Trusted Advisor to...

LandNExpand ·

2019/06/27

How to change the customer conversation from being a concierge and support person to becoming a trusted advisor. We will discuss the approach that can change how you engage with your customers in every conversation to move them forward along their roadmap that gets them to the higher value outcomes and ROIs.

05:18

LandNExpand Secret Sauce Episode 6 - Customer...

LandNExpand ·

2019/06/27

Are you in the business of Customer Experience or Customer Service? We will discuss the differences between these two areas and what creates the ultimate customer value and long term ROIs.

26:08

LandNExpand Ccret Sauce Episode 5 - Customer Success...

LandNExpand ·

2018/11/09

In this podcast we will discuss how to manage customer success as part of your company strategy profitably. I share the basic approach I have taken to manage a customer success focused strategy to scale in alignment with the company's financial plan to profitability.

25:59

LandNExpand Ccret Sauce Episode 4 - The Power of a...

LandNExpand ·

2018/09/27

This episode will share the value and power of using a Customer Lifecycle model as a strategic approach to building your corporate strategic plan for each year that puts Customer Success at the center of your strategy. It was share a unique Customer Risk Assessment model that will help you to understand your current customer base and help you define a more specific strategic approach to creating customers for life.

03:31

LandNExpand: What is Customer Success? Episode 3

LandNExpand ·

2018/09/09

We will discuss what Customer Success means and the impact it can have on the success of your company using some examples from my 20 year career in technology.

30:08

LandNExpand Ccret Sauce Episode 2 - The Components of...

LandNExpand ·

2018/06/28

This podcast is focused on defining the components of the Customer Ccret Sauce by sharing an example of how I designed the Customer Life cycle for Workfront and developed their first Ccret sauce for their IT target market.

20:15

Landnexpand Customer Secret (C-cret) Sauce Episode 1...

LandNExpand ·

2018/06/20

Today I introduced the idea of why a Customer secret (C-cret) sauce is important to your Corporate Customer Success strategy in creating Customer for Life. I share examples of top software companies that have done this well; establishing a brand reputation for being the best in their market by understanding what the secret sauce is for a particular customer target market and delivering it consistently with quality and excellence.

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