Customer success managers can get more strategic w/ Bob London

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This is a podcast episode titled, Customer success managers can get more strategic w/ Bob London. The summary for this episode is: <p><a href="https://www.linkedin.com/in/boblondon/">Bob London</a> joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view.&nbsp;<br><br>In our discussion we cover:&nbsp;</p><ul><li>Why listening matters to every business (and why we're not doing enough of It)</li><li>Retention Is more important than any other time In history of SaaS</li><li>We can't be forcing Interactions - It has to be valuable for both parties</li><li>Agendaless Listening - getting Insights for brand strategy and positioning</li><li>Most listening than talking - don't look to write down the answer on the clipboard</li><li>Role-playing can be effective for teams</li><li>Open-ended questions to ask:&nbsp;<ul><li>"What's on your whiteboard now that wasn't there 30 days ago?"</li><li>"What did you talk about once I left the room?"</li><li>"If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"</li><li>"What's the first thing you'd ask a renowned expert In your field?"</li></ul></li></ul><p><br></p><p><br>--<br>Check out more on Bob's website: <a href="http://www.chieflisteningofficers.com/">http://www.chieflisteningofficers.com/</a><br><br><br>--<br>If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: <a href="http://gaingrowretain.com/">http://gaingrowretain.com/</a><br><br>--<br>This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. <br><br>Learn more at <a href="https://customerimperative.com/">https://customerimperative.com/</a><br><br>Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/">https://www.linkedin.com/in/jaynathan/</a><br>Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach">https://www.linkedin.com/in/jeffreybreunsbach</a></p>

DESCRIPTION

Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view. 

In our discussion we cover: 

  • Why listening matters to every business (and why we're not doing enough of It)
  • Retention Is more important than any other time In history of SaaS
  • We can't be forcing Interactions - It has to be valuable for both parties
  • Agendaless Listening - getting Insights for brand strategy and positioning
  • Most listening than talking - don't look to write down the answer on the clipboard
  • Role-playing can be effective for teams
  • Open-ended questions to ask: 
    • "What's on your whiteboard now that wasn't there 30 days ago?"
    • "What did you talk about once I left the room?"
    • "If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"
    • "What's the first thing you'd ask a renowned expert In your field?"



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Check out more on Bob's website: http://www.chieflisteningofficers.com/


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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.

Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach