ABOUT THIS PODCAST 🔗
Sharing tips, experiences and insights that I've learned in 20+ years in customer success from large and small organizations. There is no BS. You can leverage what you learn from these podcasts right away.
chadhorenfeldt.substack.com
chadhorenfeldt.substack.com
Hosts:
Update frequency:
every 52 days
Average audio length:
6 minutes
English
United States
12 episodes
since Oct. 27, 2021
episodic
LATEST EPISODE 🔗
Customer success professionals are often thrown into the deep end. They are told to act like trusted advisors, which includes driving adoption, building relationships, or uncovering growth opportunities without being given clear instructions or training on what to do.
That’s why I wrote The Strateg…
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PREVIOUS EPISODES 🔗
Thanks for listening to Customer Success & Failures.
Join my book launch team for "The Strategic Customer Success Manager": https://www.strategiccustomersuccess.com/
Customers deleting your emails without reading them is the new customers sending your calls to voicemail. I can guarantee that y…
This has been a difficult week. I had to say goodbye to many amazing colleagues as part of a Meta layoff that impacted about 11,000 people. I’m thankful that I’m still employed but sad and concerned for those that have been let go. I’ve been trying to help those affected as best as I can.
Beyond t…
A father was on his deathbed but before he died, he took his daughter aside and said: "I'm giving you this watch that was your grandfather's. It's almost 200 years old. Go to the local jewelry shop and ask them how much they would pay you for it.” The dutiful daughter did as her father asked and we…
“I’m not busy at all” said no customer success professional ever. Listen, I know you are super busy but what about your customers? They are extremely busy too and we sometimes fail to take this into account - all to our detriment. I know it’s frustrating when you see your customers floundering and …
You are sitting there and scratching your head. You just got an email from your client that they will be churning. How could this be? You spoke to them last week and have had regular meetings and they never mentioned the possibility of leaving.
Unfortunately, if you are in customer success, this c…
We’re moving so fast - light speed at times. In customer success we have to make so many micro-decisions that at times we can operate on autopilot. Think about a recent customer interaction you had. How did you respond to it? You probably relied on instinct based on your previous knowledge or proce…
“Did you see that crazy deal that just came in? I can’t believe that we sold to them!”
“The salesperson reached out to my client and didn’t tell me. Now I have to clean up this mess that they created.”
“Why did sales push through that upsell? They clearly weren’t ready to make that purchase!”
Do an…
A number of years ago I was working with one of my clients who was a very talented marketing operations manager when I was a customer success manager at Eloqua (a marketing automation platform). Their goal was to deliver more targeted content to their prospects but the data that they stored in Eloq…
Do any of these statements sound familiar to you?
“We expected your product to be able to do that with the click of a button. If you don’t have this feature we may need to look for another solution.”
“Your competitor is able to display our data as line charts and bar charts. Why can’t you do that …
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