Explore the forefront of customer success with Jan Young, a visionary in post-sale strategies.
In this episode, Lauren Wood delves deep into Jan's expertise, exploring her revolutionary approach to post-sale strategies in the SaaS world. Jan, the founder and CCO of Jan Young CX, shares her unique perspective on customer-led growth and go-to-market alignment, offering invaluable insights for businesses looking to thrive in today's challenging market.
Jan discusses the multifaceted nature of customer success, the importance of strategic advice post-sale, and the critical role of customer success managers. Learn about the exciting intersection of AI and customer success, and how emerging technologies are reshaping the way businesses interact with and understand their customers.
Tune in for a comprehensive look at the latest trends and strategies in customer success, and how you can apply these lessons to drive your business forward.
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Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.
Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Preview
(00:24) Introducing Jan Young
(01:10) The Misconceptions of Customer Success
(04:44)The Importance of Post-Sales in SaaS
(06:07) Customer Success in Diverse Industries
(11:20) Navigating Market Changes and Layoffs
(15:02) Aligning Customer and Company Success
(26:48) AI's Impact on Customer Success:
(38:09) Balancing Efficiency and Human Connection
(41:17) The Concept of a Joint Customer Success Plan:
(44:52) Closing Thoughts and Advice
#33 The Power of Proximity in Enhancing Customer Experience
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#14 Chris Ho's Secret to The Art of Delegation and Customer Experience
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