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Have you ever wondered what challenges customer success managers (CSMs) face, especially when companies focus solely on sales? In this episode, we dive into one of the biggest issues CSMs encounter – the early lack of focus on essential business fundamentals.In this episode, we’re joined by Parul Bhandari, an experienced customer success leader, who shares insights on how early oversights can lead to major challenges for CS teams down the line. About Parul Bhandari:Parul Bhandari is a sk...
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How do you make meaningful connections in customer success? Do you really need a mentor, and if so, how do you find one? We answer all these questions in this exciting episode of our podcast!Join us as we sit down with Jeff Mar, co-author of an insightful book on customer success. In our conversation, Jeff shares his journey in the industry, his experiences, and how he built a supportive network that fosters growth and learning.About Jeff MarJeff is a principal customer success manager at Lin...
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In the 20th episode of Scale Tale, Mausmi Ambastha is joined by customer success expert Peter Armaly for a deep dive into the true essence of CS leadership.Why should you tune in? ✅ Peter shares insights on the must-have skills for CS leaders✅ Walk away with actionable strategies to level up your CS leadership✅ Learn how to motivate your team to go the extra mile in delivering exceptional customer experiences.______________________________________________________________________1:45 - Introdu...
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No doubt about the fact that Net Revenue Retention (NRR) is vital, but it overlooks a crucial aspect of customer value: advocacy. Imagine a customer so thrilled with your product that they enthusiastically refer others. Despite this, customer success teams often don’t get the recognition they deserve for this kind of advocacy-driven growth. Even if they hit their NRR targets, they might still face downsizing, simply because their contributions to generating new business through customer ...
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Despite Customer Success function being the key to customer retention and business growth, it has often been looked upon as a cost center. With efforts to commercialise customer success, the narrative turning Customer Success into Sales comes into the picture. Jason Noble, VP Global Customer Success at Vinli and the co-host of "The Jasons Take On" Podcast Series joins Mausmi Ambastha, Co-Founder of ZapScale to discuss the future of customer success in a more commercial function focused o...
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Despite our best efforts at keeping our customers at ease, it may so happen that the customers may not be fully delighted. Understanding, managing, and fulfilling customer expectations needs our proactive approach as CSMs. In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer management: handling escalations. With over 20 years of experience in customer success, Parker shares his insights into the complexities of...
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CS is evolving, with a push towards revenue. While focusing on nurturing the customer relationship, CSMs are now tasked with making sales.Balancing the art of creating an excellent customer experience along with revenue generation is a herculean task. Maranda Dziekonski, SVP, CS & Ops at Datasembly, joins Mausmi Ambastha,on this episode of the Scale Tale Podcast to discuss how the future of CS is beyond support & success of the customer and how it leads revenue-generating activit...
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To build the foundations of a business focused on growth and sustainability it’s essential to learn why customers pack their bags and how every departure holds a lesson for your business.Markus Rentsch joins Mausmi Ambastha on The Scale Tale Podcast this week to discuss how onboarding can make or break the value of your product for each customer, the pitfalls of bad fit customers, and the societal shift towards unsustainable business growth models, bridging the gap between what customers need...
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Today leaders are keen on ensuring customer value.Customer Success plays a pivotal position in the customer-centric software industry. If you are eyeing a career shift in CS or are just looking to simply honing your customer success acumen, this episode is a goldmine.Vijay Mehrotra, who's at the forefront of customer success education at the University of San Francisco, joins Mausmi Ambastha on this episode of The Scale Tale Podcast to discuss how SaaS companies can harness customer data...
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Most CS platforms are designed for post-sales customer journeys. But, CS begins early-on in the life cycle of a customer journey. CS platforms aren’t equipped to support customers during the entire customer journey.But what if they could?Imagine empowering your CS team with one platform for all customer needs. Super right? That’s what Mausmi Ambastha and Wyeth Goodenough chat about on this episode of the Scale Tale podcast.Join in to learn about the importance of health scorin...
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Bad-fit customers are that troublesome segment that often leaves us scratching your heads about what to do. Customers who are not well-suited or aligned with the products, services, or values of your business can prove catastrophic for your bottom-line. Hence, identifying and managing bad-fit customers is important to maintain a positive customer-business relationship and ensuring that business resources are effectively utilised. In this episode of the Scale Tale Podcast, Mausmi Ambastha host...
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The customer-facing teams work in silos. This results in misaligned expectations between teams. Result? The customer feels lost. In this episode of the Scale Tale podcast, Mausmi Ambastha complaints to Alex Farmer CRO, Nezasa, as a CSM about- Misaligned expectations between Sales and CS- Ownership of the customer - How can CSMs be monetarily compensated for their efforts?- Should CS have a quota just like Sales does?Timestamps0:00 - Preview & Intro2:49 - Difference in ...
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As CSMs, it gets harder to put a label on our efforts when we aren’t able to justify quantitatively. Sure, metrics help us do that, but, the knowledge of applying these metrics is not something many of us have decoded. That’s why we have Rick Adams with us in this episode. Rick walks us through different metrics and their practical use cases for real-life scenarios.Timestamps0.00 - Introduction09:25 - Customer Satisfaction (CSAT)16:30 - How often should we measure CSAT?21:10 - Churn/Renewal R...
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Can you imagine 2 CSMs managing the load of 30-40 customers? Impossible to fathom right? Here’s where the power of documentation comes into play. Documentation is often overlooked. However, a well-structured and up-to-date documentation infrastructure can become the backbone of how smoothly operations run in your business. Rachel Baker, Senior CSM at Rimsys, joins our host Mausmi Ambastha, Co-Founder of ZapScale to bring to light an important aspect of the smooth CS operations at he...
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One of the biggest challenges in Customer Success is aligning goals and expectations. Many Customer Success Managers (CSMs) feel uncomfortable with upselling because they have misconceptions or haven't been properly taught. Rachel Provan joins Mausmi Ambastha, Co-Founder, ZapScale to share insights on how CSMs can approach upselling with compassion and a genuine desire to help customers through upsells. Mausmi and Rachel discuss:01:28 - Rachel's journey from acting to CS05:32 - Shou...
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Right from validating the idea to providing exceptional value to customers, every startup goes through different phases of the startup journey. In this episode of The Scale Tale Podcast, Irit Eizips, the world-renowned expert in Customer Success joins Mausmi Ambastha on the podcast to share the roadmap every SaaS startup must follow and highlight the key mistakes that they must avoid to have sustainable business growth.Timestamps00:00 - Introduction to Irit07:37 - Key items of focus for early...
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Cultivating an online presence opens the gateway to a realm abundant with opportunities. In an insightful conversation, Ashna Patel, a prominent figure in Customer Success, known for her robust online presence, joins forces with Mausmi Ambastha, Co-Founder of ZapScale. Together, they dice into the significance of constructing a personal brand and nurturing a network on LinkedIn.Ashna delves profoundly into the pivotal aspect of forging a potent online presence, offering a glimpse into her own...
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A true customer-centric company strives to know the needs of their customer at every stage of their journey. Identifying various touchpoints the customer has to go through help identify and solve problems together, increasing the chances of having delighted customers. Mike Sasaki, VP CS, Emburse joins Mausmi Ambastha, co-founder ZapScale to share his insights on creating a customer journey map to limit hand-off friction and retain and grow customers with limited resources. Time...
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Donna Weber, the world renowned Customer Onboarding Expert and author of the book "Onboarding Matters" joins Mausmi Ambastha, co-founder of ZapScale and the host of the Scale Tale Podcast to share her wealth of expertise and provide valuable insights into measuring and addressing the cost of customer onboarding. Together, they discuss the importance of 04:15 - Key CS metrics for early-stage companies10:00 - How to align CS metrics with business goals15:47 - Measuring the cost of customer onbo...
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In the first episode of Scale Tale: The Customer Success Podcast, Mausmi Ambastha (Co-Founder ZapScale) dived into 2 very essential topics with Clay: helping customers define success and planning the entire onboarding experience around their success. As businesses, we often make certain assumptions about what success means for our customers. We have our own goals and metrics, but it is essential to take a step back and let our customers define success on their own terms. When we have a b...
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