Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.Most CS and sales teams have been told to "be more strategic." Few have been shown how.Josh Schachter talks with customer discovery expert Bob London about what it actually takes to move a team above the line. Bob gets tactical fast: the inverted-pyramid structure that works for a 30-minute discovery call or a 5-minute QBR opener, the setup and board-level question that disarms and differentiates in the first few minutes, and the competitor question that CS leaders tell him is the best churn-risk signal they have.He's also honest about the hard part. Methodologies don't adopt themselves, the ROI case rests on catching a handful of surprise churns, and behavior change only shows up if you track it: one-on-ones, keyword tracking, and AI scoring of real call transcripts before and after.---What You'll Learn- Why "be more strategic" is a directive without a path, and what to say to your team instead- How to structure a conversation as an inverted pyramid- Why "if your renewal were tomorrow, would you renew?" puts customers on the spot and gets you nothing- The "head turner" follow-up that surfaces the gap between what customers have and what they're curious about- How to spot the trigger words that make a question feel like it's about the customer's world- What leaders have to do after the workshop for any of it to take hold- A realistic way to think about ROI when the outcome is prevented surprise churn- How AI call scoring can measure conversation quality before and after training---Timestamps0:00 - Preview & Intro1:48 - Meet Bob London 2:28 - Why "be more strategic" is pressure with no path5:18 - The mindset shift leaders have to make first7:45 - The inverted pyramid and the board question that changes the conversation14:52 - Forget "would you renew?" (ask this instead)20:25 - Why customer-world trigger words work22:18 - The board bullet point question23:00 - How to measure ROI on better conversations27:11 - Bob's path from fired CMO to 3,000 interviews---Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Where to Find the GuestBob London : https://www.linkedin.com/in/boblondon/Website: https://www.boblondon.co/---Where to Find the Hosts: Josh's LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

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