Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamps 0:00 - Preview & Intros 4:00 - Control Your Customer 5:50 - Interpreting customer experience 8:17 - STO framework 11:30 - Segmenting customer accounts and tracking engagements 15:40 - Customer happiness is over-rated? 18:40 - Celebrating every customer win as a CSM Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success. "The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley ___________________________ 👉 Connect with the guest Damien Howley: https://www.linkedin.com/in/damienh/ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 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.

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