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?" -- Check out more on Bob's website: http://www.chieflisteningofficers.com/ -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- 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