#updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions. Timestamps 0:00 - Preview 1:00 - Meet Colin Murphy and overview of BMC Software 6:30 - Customer Success at BMC Software 11:35 - Core objectives of CS 13:13 - BMC's Growth Priorities 15:01 - Engagement framework, tracking & adoption reviews 21:30 - Vision and Objectives for 2025 24:40 - Use of AI in CS and Tech Support ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Colin Murphy: https://www.linkedin.com/in/colinmurphy-techoperatingexecutive/ 👉 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/⁠ ________________ Keywords: How to keep your customers happy, Customer success management, risk mitigation, adoption maturity, expansion, gross retention rate, GRR, customer engagement, adoption assessment, adoption review, success plan, executive touchpoints, executive customer engagement, customer experience, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics ______________________ 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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