Spotlight Podcast by CS in Focus

Radical Candor transforms leadership. But it requires genuine empathy and clear challenges. How to master it in three steps: 1. Challenge Directly Aim not merely to criticize but to challenge your team constructively, fostering growth and improvement. 2. Care Personally Invest genuinely in your team’s goals and well-being. This personal connection underpins trust and mutual respect. 3. Take Action True leadership goes beyond hearing feedback. Implement changes that reflect your team’s needs and insights. --------- In the most recent episode of the Spotlight Podcast by CS in Focus, Ryan Lazar, Country Manager at Qualtrics, delves into the transformative power of radical candor in leadership. His insights highlight how embracing openness and genuine collaboration can navigate the complexities of today’s work environments. 🎧 Listen to the full episode here: https://lnkd.in/gvF58ACp p.s. What is your favourite part of "Radical Candor" by Kim Scott? #podcast #csinfocus #interview #leadership

"We love the product, but I can’t show its value to my CFO." This could be your wake-up call during renewal season. Now, we aren't just competing in our category; we are fighting against the entire tech spend. On a recent episode of the Spotlight Podcast by CS in Focus, Ryan Lazar dives deep into crafting a formidable go-to-market (GTM) strategy that stands out. 🔑 Key takeaways from Ryan’s insights: 1/ People: Foster executive sponsorship and build deep trust within your team to elevate discussions to the C-suite. 2/ Process: Develop a mutual success plan that details every phase of implementation, from security checks to legal compliance, ensuring a seamless rollout. 3/ Prioritization: Focus your efforts on prospects that align with your organizational capabilities and ideal customer profile, maximizing your resources effectively. --------------------- Ryan also stresses the necessity of demonstrating quick ROI. Buyers expect fast time to value in months.  If you can’t deliver that, you won’t renew. What would you put in first for your buyer's journey? #GTM #podcast #interview

How you can build teams that maximize individual strengths. Meet Star ⭐ H., the dynamic COO of A.K.A. New Media Inc, who has mastered the art of sculpting top #customersuccess teams across her five startup journeys. Her secret? She digs deeper than the usual resume review. "What truly matters," Star told me, "is focusing on who people are and what they aspire to become, rather than just what their resumes say." 🌟 Here’s How Star Does It: 1/ Observational Insight Star looks beyond resumes to see the potential that others might miss. 2/ Customized Roles She avoids a one-size-fits-all method, making sure each person adds to the team’s overall strength. 3/ Competency Focus Star uses the competency framework that combines your skills, abilities, and knowledge. She wants to see how people use their skills in real situations and ensure that everyone can do their basic and special tasks well. 4/ Team Synergy Over Competition Star encourages a workplace where everyone knows their strengths and works together, turning possible conflicts into teamwork. -------- 👉 Job Seeker Tip: Make your resume tell your story. 📕 Highlight how you adapt and what you could bring to a team, just like Star does. In today’s job market, your story is a big asset. P.S. What do you think of personality tests vs competency model? #podcast #interview Spotlight Podcast by CS in Focus

This is how I built a six-figure business in three months...not. Yesterday, I was inspired by Nat Berman's post, which reminded me of a workshop on Active Listening with Bob London and Selena R.. Bob nailed it: We’re extensively trained in communication— how to pitch, write effectively, and get our message across. But only 5% of our training focuses on critical thinking and listening. We need to ask ourselves: What’s it based on? Where did it come from? How much work was put into this? Does it really fit my current situation? It’s time to balance that scale. #ActiveListening #CriticalThinking #CommunicationSkills

🚨 Is Customer Success on life support? Peter Armaly thinks it's time for a reboot. In our latest Spotlight Podcast by CS in Focus, Peter Armaly and Elizabeth Italiano dropped some truth bombs about Customer Success. Here are some hard-hitting takeaways: 1. CS needs to prove its value beyond churn reduction 2. NRR shouldn't be abandoned - it's a crucial metric reflecting company health 3. CS has a unique opportunity to lead in product-market fit measurement 4. The 'bubble' is bursting - CS must align with broader go-to-market strategies Peter's challenge to CS leaders: "You either take charge and lead the opportunity, or you continue to play the victim and sharpen your swords. And you get left behind." ------- 🤔 Are we ready to evolve from being "glorified account managers" to true strategic partners? How are you proving your value beyond renewals? Tune in to listen more: Spotify: https://lnkd.in/guiTR2qN Apple: https://lnkd.in/g-TsTd6M #CustomerSuccess #GTM #podcast #leadership

NRR: The Metric CS Leaders Love to Hate? 🤔 A recent LinkedIn debate about Net Revenue Retention (NRR) reminded me of an insightful conversation with Peter Armaly and Elizabeth Italiano. Their points are spot-on. Peter's view: "I love NRR because it's complicated." 👉 Why NRR matters: → NRR reflects total company health, not just CS. → It forces cross-functional collaboration. → NRR drives strategic conversations about product gaps and customer needs. The issue: Many CS leaders avoid NRR instead of tackling it. 👉 Peter's challenge to the CS leaders: → Embrace NRR, don't run from it. → Educate your C-suite on what drives NRR. → Identify which levers you can pull and which need cross-functional effort. Are you embracing NRR’s complexity or avoiding it? 🎙 Listen to the full episode: https://lnkd.in/guiTR2qN #CustomerSuccess #NRR #SaaS #Metrics

Navigate customer education challenges with strategic influence. Shannon Howard shared this yesterday, which resonates with me a lot lately: In customer education or customer marketing, your impact often hinges on influence, not authority. You're not leading teams directly, but your success depends on their support. Therefore, a strategic mindset is crucial: → Identify core business challenges → Assess if education is the solution → Craft a plan with clear, measurable goals And think beyond just customers. Your audience also includes: → Employees needing product training → Sales and marketing teams seeking industry knowledge → Partners requiring implementation guidance 🤔 What strategies do you use to promote your programs internally? #customereducation #internalalignment

Confused about Scaled CS and Digital CS? You're not alone! Elizabeth Italiano and Lukas Alexander recently delved into the world of digital customer success and discussed how to implement it into your current strategy. 🚀 Scaled Customer Success (Scaled CS) - Goal: Handle more customers without sacrificing quality - Approach: Streamline processes, often using digital tools - Focus: Efficiency at scale 💻 Digital Customer Success (Digital CS) - Goal: Create efficient, self-service customer journeys - Approach: Leverage technology from day one - Focus: Tech-driven experiences 🤔 Why the Mix-up? Both use technology, and both aim for efficiency. However Scaled CS is about capacity, Digital CS is about delivery method. ---------- 💡 Key Takeaway: Whether scaling or going digital, align with customer needs and nail your infrastructure. What else would you add? P.S. The Podcast episode drops on Monday. Stay tuned! #CustomerSuccess #ScaledCS #DigitalCS #B2B #CustomerExperience

Three trends you can't ignore in Digital Customer Success In this episode of Spotlight Podcast by CS in Focus, Elizabeth Italiano discusses the future of digital customer success (CS) with Lukas Alexander, the VP of Customer Success at ChurnZero. Lukas shares insights on building a scalable digital CS program while maintaining a personalized touch, drawing from his extensive experience in CS and operations. Here are the three emerging trends that will redefine the future of B2B customer relationships: 1️⃣ Predictive Analytics: The Strategic Advantage • Anticipate customer needs before they arise. • Identify risks and intervene proactively. • Leverage historical data for smarter, data-driven decisions. 2️⃣ Data Privacy & Trust: The New Standard • Prioritize customer privacy in all digital CS initiatives. • Balance personalization with robust data protection. • Build lasting trust through transparent data practices. 3️⃣ Emotional Intelligence: Humanizing Digital Interactions • Integrate empathy into AI and automation. • Understand and respond to customer emotions effectively. • Move from check-ins to meaningful, sentiment-driven engagement. Organizations that adapt and innovate in these areas will lead the way in customer retention and satisfaction. 💬 What stage are you at with Digital CS? #podcast #customersuccess #digitalcs #customerexperience

Three trends you can't ignore in Digital Customer Success In this episode of Spotlight Podcast by CS in Focus, Elizabeth Italiano discusses the future of digital customer success (CS) with Lukas Alexander, the VP of Customer Success at ChurnZero. Lukas shares insights on building a scalable digital CS program while maintaining a personalized touch, drawing from his extensive experience in CS and operations. Here are the three emerging trends that will redefine the future of B2B customer relationships: 1️⃣ Predictive Analytics: The Strategic Advantage • Anticipate customer needs before they arise. • Identify risks and intervene proactively. • Leverage historical data for smarter, data-driven decisions. 2️⃣ Data Privacy & Trust: The New Standard • Prioritize customer privacy in all digital CS initiatives. • Balance personalization with robust data protection. • Build lasting trust through transparent data practices. 3️⃣ Emotional Intelligence: Humanizing Digital Interactions • Integrate empathy into AI and automation. • Understand and respond to customer emotions effectively. • Move from check-ins to meaningful, sentiment-driven engagement. Organizations that adapt and innovate in these areas will lead the way in customer retention and satisfaction. 💬 What stage are you at with Digital CS? #podcast #customersuccess #digitalcs #customerexperience