Podcasts by The Customer Support Podcast
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
Further podcasts by Sandeep Jain
Podcast on the topic Wirtschaft
All episodes
Episode 24: (B2B) Abhay Solapurkar, VP Global Success & Support, SkyHigh Networks (McAfee) from 2020-03-14T16:00:19
- SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises)
- Tierless support organization
- Roughly 70 engineers... Listen
Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware from 2020-01-06T09:00
- Josh is Sr Director Product Marketing, Global Services, VMware
- VMware has ~500K customers & partners around the globe.
- Support is seen as competitive differentiat... Listen
Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike from 2019-12-31T04:00
- Wrike provides a SaaS platform work management — project management and collaboration
- Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model... Listen
Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks from 2019-12-06T16:38:56
"Single pane of glass for simplistic support is missing"
- Adam’s team is responsible for support operations
- Customers — Traditionally sold products ... Listen
Episode 20: (B2B) Patty Hatter, SVP Global Customer Services, Palo Alto Networks from 2019-12-03T10:06
Key metric for Services organization (from a SaaS perspective) is Renewal
- Patty leads Global Services Organization — Support, Professional Services and Success Listen
Episode 19: (B2B) David Tirazona, Vice President Global Support Operations, Netskope from 2019-11-14T08:01:13
“When a customer files a ticket, there is a fault in your product or training”
- Netskope customers are across different verticals — government, financial services, ... Listen
Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education from 2019-11-11T20:24:36
- Illuminate offers several products for teachers, administrators, school districts and for parents
- Primary folks calling in are administrators
- Illuminate recently had ... Listen
Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage from 2019-10-17T22:29:31
- Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees. <... Listen
Episode 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman from 2019-10-06T04:34:35
- Postman has 8 million registered users across 400K organizations
- Freemium model but support for all users. Changed internal perspective by not calling them “free” users but user... Listen
Episode 15: (B2B) Francoise Tourniaire, Founder FT Works (Support Consulting) from 2019-09-04T05:59:48
Key Insights
- When do support leaders reach out to you — when they are in trouble (slightly less than 50%) e.g., customers are dissatisfied, leaving or complaining,... Listen
Episode 14: (B2B) Manny Ruiz, VP Success & Support, InfluxData from 2019-08-19T20:58:38
Key Insights
- InfluxData - 600+ customers serving from 1-person startup to Fortune-50 companies
- Support Organization - non-tiered,... Listen
Episode 13: (B2B) John Ragsdale, Distinguished VP, TSIA from 2019-07-31T21:48:32
This is a special episode as John is a Distinguished Researcher at TSIA -- an organization that works with Support Leaders in B2B Technology world. Listen to it to understand what Support Leader...
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Episode 12: (B2C) Brenda Guardado, Head of Support, Coffee Meets Bagel from 2019-07-10T21:22:56
Key Insights
- Tech Tool Stack: Zendesk (Ticketing, Helpdesk, AnswerBot), Sprout Social (Twitter, Facebook), Mode (Data Science)
- Ticket Volume: Few h... Listen
Episode 11: (B2B) Bernie Kassar, Chief Customer Officer, Xactly from 2019-07-09T00:05:51
Key Insights
- When does the role of Chief Customer Officer makes sense in a company's journey?
- As CCO, following teams fall under Bernie — Customer Succes... Listen
Episode 10: (B2B) Philippe Mesritz, VP Global Support Services, Khoros from 2019-06-27T06:33:07
Key Insights
- Unlike most B2B companies, Khoros doesn't have tiered support. Philipe says a good way to think about their support is following -- Tier-0... Listen
Episode 9: (B2B/B2C) Rick Gianvecchio, VP Customer Support, Okta from 2019-06-04T22:49:44
Key Insights
- "Nobody wakes up in the morning thinking that they will call Support".
- Why email is not a great channel for support (a consistent message th... Listen
Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne from 2019-05-24T15:54:13
Key Insights
o SentinelOne has ~2500 customers (globally) which includes both Fortune 100 customers and small businesses. SentinelOne is also part-SaaS, part-hardware. Al...
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Episode 7: (B2B) Marlene Summers, VP Customer Support & Community, Zuora from 2019-05-03T21:10:40
Key Insights
o Team follows the operation principle of PADRE - Pipeline, Acquire, Deploy, Run, Expand. Covered Listen
Episode 6: (B2B) David Rubinstein, VP Customer Success & Strategy, Reps.AI from 2019-04-26T21:36:34
Key Insights
o David introduced terminology — “Rep-first” and “Rep-experience” i.e., Focus on hiring and creating the best experience for agents in terms of giving them f...
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Episode 5: (B2B) Nir Galpaz, VP Technical Services & Support, Blue Jeans Network from 2019-04-02T02:29:15
Key Insights
o Hardware vs SaaS support — Risk is shifted to the vendor in SaaS world. This is both good and bad. Good because support is now being seen as part of the ov...
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Episode 4: (B2B) Caeli Collins, VP Customer Success & Support Panzura from 2019-03-19T22:27:27
Key Insights
o First, no relation to our previous guest :)
o Their attrition is super low ~2% (TSIA says average is about 15%). They have built a collaborative cul...
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Episode 3: (B2B) Greg Collins, Ex-Chief Customer Officer Salesloft, Ex-VP Support Zendesk from 2019-03-12T02:38:47
Key Insights
o Greg introduced the concept of "People-first Revenue Generation" i.e., put People above Process and Technology.
o 5 Metrics that Support leade...
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Episode 2: (B2B) James Sung, VP Global Support, Netskope from 2019-03-07T09:04:52
Key Insights
o Hiring tips from James that I found to be really unique:
1. Good balance between senior/junior engineers (preferred ratio 2:1). Junior engineers usu...
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Episode 1: (B2B) Parag Kulkarni, VP SaaS Engineering, Nutanix from 2019-02-22T08:36:04
Key Insights:
o Nutanix NPS is ~90. For B2B Technology companies, average hovers around 30. Clearly, Nutanix is doing something unique.
o The team that provides te...
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