Customer success managers can get more strategic w/ Bob London

Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view.

In our discussion we cover:

• Why listening matters to every business (and why we're not doing enough of It)
• Retention Is more important than any other time In history of SaaS
• We can't be forcing Interactions - It has to be valuable for both parties
• Agendaless Listening - getting Insights for brand strategy and positioning
• Most listening than talking - don't look to write down the answer on the clipboard
• Role-playing can be effective for teams
• Open-ended questions to ask:
  • "What's on your whiteboard now that wasn't there 30 days ago?"
  • "What did you talk about once I left the room?"
  • "If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?"
  • "What's the first thing you'd ask a renowned expert In your field?"

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Check out more on Bob's website: http://www.chieflisteningofficers.com/


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If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

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This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.

Learn more at https://customerimperative.com/

Jay Nathan: https://www.linkedin.com/in/jaynathan/
Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach