93. Fast Track Revenue Growth by Prioritizing on Your Customer’s Success with Kathleen Marcell

<p><span style="font-weight: 400;">The success of a company is dependent on its customers staying with them.</span></p> <p><span style="font-weight: 400;">But when you’re too focused on chasing new leads, customer success often takes a back seat. Well, there’s no longer room for doing that.</span></p> <p><span style="font-weight: 400;">In this specialized episode on customer success, Kathleen Marcell joins me as we go over what startups can do to start building that into their process. </span></p> <p><span style="font-weight: 400;">Kathleen consults with companies helping them grow faster through increasing revenue from current customers. So this episode certainly provides a load of strategies growing companies can use. </span></p> <p><br /> <br /></p> <p><strong>We’ll talk about:</strong></p> <ol> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Kathleen’s background and work</span> <strong>[01:55]</strong></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Kathleen’s definition of customer success</span> <strong>[05:57]</strong> <ul> <li style="font-weight: 400;" aria-level="2"><span style= "font-weight: 400;">Put yourself in your customer’s shoes</span> <strong>[08:45]</strong></li> </ul> </li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">How to get started on building in customer success</span> <strong>[07:47]</strong></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Kathleen’s process for onboarding</span> <strong>[12:20]</strong></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Smoothing out the transitions to another department</span> <strong>[14:29]</strong></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">Balancing customer success and revenue</span> <strong>[19:05]</strong></li> <li style="font-weight: 400;" aria-level="1"><span style= "font-weight: 400;">The right time to put in a Customer Success Manager</spa