We Fucked Up...and confused features with value | Episode 15

Do you know the true value of the product you represent as a customer success manager? Have you ever been caught using a competitor's tool because it was better than your own?...no? Well, then you haven't quite fucked up like we have.In this episode we welcome David Gunn, Vice President of Customer Success at SundaySky, to chat features, value, and making the same mistake twice:00:00:00 - Intro00:02:03 - Owning your mistakes as a CS leader00:04:44 - The email disaster that exposed a flaw00:07:04 - Feature training vs. real value realization00:10:26 - The challenge of proving ROI in renewals00:13:25 - Why CS teams struggle with product feedback00:17:18 - The telephone game of customer requests00:20:50 - When you can’t use the product you support00:25:20 - CS enablement vs. sales enablement gaps00:29:54 - Learning from mistakes: Just make new ones!And hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we’re here to share how We Fucked Up So You Don’t Have To.Reach out to Melanie: https://www.linkedin.com/in/melanie-faye/Reach out to Stino: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/Sign up for the Lifetime Value newsletter: https://lifetimevalue.link/subscribeMentioned in this episode:Advertise your brand with Lifetime Value MediaAdvertise with LTVSegmentSubscribe to The Segment!The tech news you need. ...and some you don't.Segment