Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠ Apple Podcast: ⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠ Spotify: ⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠ 👉 Connect with the guest Jill Sawatzky: https://www.linkedin.com/in/jillsawatzky/ 👉 Connect with hosts Jon Johnson: ⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠ Kristi Faltorusso: ⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠ Josh Schachter: ⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠ 👉 ⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠CS Insider Newsletter⁠⁠⁠ 👉 Check out the most loved episodes ⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠ ⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠ ⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠ ⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠, ⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠, ⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠,⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like ⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠, ⁠⁠⁠⁠Google⁠⁠⁠⁠, ⁠⁠⁠⁠ Totango⁠⁠⁠⁠,⁠⁠⁠⁠ Zoura⁠⁠⁠⁠, ⁠⁠⁠⁠Workday⁠⁠⁠⁠, ⁠⁠⁠⁠Zendesk⁠⁠⁠⁠, ⁠⁠⁠⁠Braze⁠⁠⁠⁠, ⁠⁠⁠⁠BMC Software⁠⁠⁠⁠, ⁠⁠⁠⁠Monday.com⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠ and ⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related