Thank you, Michelle, for joining https://www.involve.ai/ Growth Stories Podcast. 

Michelle MacCarthy is the Global Head of Customer Success at Unit4. Over the past 17 years,  Michelle has worked in B2C marketing within the retail and not-for-profit space, and the B2B SaaS and tech space leading global Customer Success organizations.

In this episode, Michelle MacCarthy shares her stories on building and leading successful Global Customer Success Teams.

Three pieces of advice for aspiring entrepreneurs and leaders from Michelle:

"Be present"
"Things will work out"
"Trust your gut and don't overanalyze!"

Gaurav Bhattacharya: https://www.linkedin.com/in/bhattacharyagaurav/
Michelle MacCarthy: https://www.linkedin.com/in/mmaccarthy/

ABOUT US:
involve.ai is a Customer Intelligence Platform to give teams complete visibility into all their customers, allowing them to drive more revenue through smarter renewals and upsells. With the most up-to-date data, recommendations for action & collaboration across the customer journey, teams can proactively deliver an amazing customer experience.

CUSTOMER INTELLIGENCE MOVEMENT

FOLLOW US ON:
LinkedIn  ►  https://www.linkedin.com/company/involveai/
Instagram  ► https://www.instagram.com/involve.ai/
Twitter ► https://twitter.com/ai_involve

Michelle MacCarthy On Leading Global Customer Success Teams  - Growth Stories

Misurare il successo: una moneta a due facce

Nico Roberts is the Head of Customer Success at <a href="https://onboardiq.com/">OnboardIQ</a>. Customer success is a highly important in any startup. It not only ensures client satisfaction and handling customer complaints, but it also bridges the gap between different teams in the organization, ensuring its able to achieve a unified goal. Prior to OnboardIQ, Nico served as a consultant at <a href="http://www.deloitte.com/">Deloitte</a>. A native from South Africa, Nico hustled his way through the United States with the goal of living the American dream and becoming a famous Hollywood director. Instead, he decided to finish his Bachelor’s degree, landed a job working as a consultant at Deloitte and found himself breaking into the startup world which he currently enjoys.

#6: Nico Roberts - Consultant who became Head of Customer Success

At CoEnterprise, customer success means so much more than simple account management and upsell... it's the very reason people do business with us.  On this episode, Joe and Mike talk about their personal experiences dealing with customer success, and sit down to talk with Rachel Kim about what driving success for a customer really means.

#6 - Customer Success

Here’s the Secret to the Perfect Sales Moment

CEO and author J.B. Wood believes that with the right data, you can put the right offer in front of the right buyer at the right time with a high degree of accuracy. Has he discovered the recipe for the perfect sales moment? On today’s Voice of Value episode, we continue our conversation with J.B. where he describes a new customer engagement model his company TSIA calls LAER – Land, Adopt, Expand, Renew. A frequent industry speaker on the topics of business outcome engineering, X-as-a-Service (XaaS) business models, and transformations in the traditional customer-supplier relationship, J.B. explains this four-stage maturity model and gives you the secret to a never ending cycle of building accounts. That cycle is based on Process, and that’s what owns today’s customer. 

J.B. also describes the Consumption Gap that exists in many B2B relationships and explains that success happens when supplier and customer outcomes are aligned. World-class companies are transitioning from a transactional model to a LAER model. Listen to today’s episode to understand why.
J.B. Wood is president and CEO of the Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations. An author and frequent industry speaker on the topics of business outcome engineering, X-as-a-Service (XaaS) business models, and transformations in the traditional customer-supplier relationship, J.B. is redefining the Sales process in the age of cloud and managed services.  

KEY TAKEAWAYS

[1:57] J.B. says we can accomplish amazing things by caring deeply about something that we used to consider the customer’s responsibility -- adopting the value of the asset.

[3:15] What did Amazon teach us? With a high degree of accuracy, and with the right data, you can put the right offer in front of the right buyer at the right time. That’s the perfect sales moment.

[4:40] Listen to J.B. define LAER.

[10:13] When asked, “Who owns the customer?” the answer has always been the salesperson. But J.B. says that is changing. Who owns the customer now? Listen here.

[21:16] LAER cuts across every customer-facing task, so who owns the responsibility for redesigning the go-to-market model? At some companies everyone wants to own it, and at other companies no one wants to own it. Listen to why J.B. thinks it’s essential that the right person owns this architecture. (CROs and CCOs, get your resumes ready.)

[24:16] J.B. says there are still a lot of people who shy away from the discussion of business outcomes. J.B. believes there will be more contractual relationships that rotate around outcomes in the future, and more outcome-based incentives.

[26:28] J.B.’s passion is around insights and research. Here he explains the Consumption Gap, which he says exists because the incentives of the suppliers and the incentives of the customers are not lined up.

Here’s the Secret to the Perfect Sales Moment (Part 2)

No  nosso primeiro episódio, nada mais justo que entrevistar um dos meus maiores incentivadores, Luis Winther!!  
Bati um papo sobre a visão do CEO da Nucont sobre Customer Success.
Acompanha ai...

A Visao do CEO

James Lloyd is the CTO and co-founder of Redox.  Redox is a company that is changing the way healthcare vendors and providers share data.

Prior to Redox, he was an engineer and serial intrapreneur at Epic for five years. He also co-founded 100state, a non-profit co-working space in Madison, Wisc., that serves as a community and home for entrepreneurs. He has a history of creating innovative technical solutions to solve problems.

Customer Success Conversations Podcast 39 - James Lloyd

Customer Success Manager Steve Paskvalich, MBA, PMP, on assessing customer workflows to identify areas of opportunity they may be unaware of.

How We Surface New Ideas

In this episode Helen looks at what vulnerability is and how it impacts people, especially when interacting with businesses.

Episode 1 - What is Vulnerability?

In this episode, Helen looks at what signposting is, how it impacts customers and explains the steps to take to create a signposting resource in your organisation.

You can download Helen's FREE Signposting and Training Resources document here - https://www.helenpettifer.com/compliance-documents.html
(Scroll to bottom of page)

Episode 5 - What is signposting?

Growth Stories features involve.ai CEO and Co-founder Gaurav Bhattacharya, and inspires next-gen leaders with stories from top leaders.

The Breaking Into Startups Podcast is a platform where we feature stories of people who broke into tech from non-traditional backgrounds. Curious about how startups work, how to get a job without a degree or what technical and non-technical careers are out there? We have news for you - tech fields are booming and you don’t need the best technical degree in information technology to break in and get a six figure job in technology. 

Our podcast gives you an inside look at the most disruptive startups by sharing success stories of people from all walks of life, including college drop outs, professional and student athletes, army veterans, teen parents, corporate folks, investment bankers, consultants, venture capitalists who acquired new skills and found jobs in technology. 

Our guests attended coding bootcamps and immersive programs like Hack Reactor, App Academy, General Assembly, Dev Bootcamp, Flatiron School, Iron Yard, Tradecraft and more. After graduating they found well paying jobs in big time startups focusing on education, medicine, financial services, healthcare, AI, machine learning, automation, sharing economy and more. If you listen to 500 Startups, Learn to Code With Me, Twenty Minute VC, This Week In Startups, Startup Radio, Startup Podcast, The Tim Ferris show, Startup School Radio, Course Report or other tech stuff news, then this podcast is for you my friend.

Customer Success Conversations are a series of podcasts where the founder of CustomerSuccessManager.com, Adam Joseph is joined by executives from all levels who discuss what it takes to succeed, the challenges they have overcome and emerging trends within Customer Success.  ​

Learn more about EDI, B2B analytics, and the supply chain industry from one of the world's leading software and services providers.

Qualche volta cambiare è impossibile.
Ma tutte le altre volte si può.
Parlare di tecnologia significa organizzare le cose che sappiamo per trovare soluzioni che ancora non conosciamo.

Provide integrated medication supply chain solutions to hospitals and health systems to assist providers in treating patients across the continuum of care. Integrating transport and pharmacy automation, value-added services, and intelligent software, Swisslog Healthcare enables healthcare providers to respond to patient’s needs quickly and with greater accuracy.

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