In this episode of “Productly Speaking”, we discuss how customer success teams can help a company understand customer needs and how these match the reality of a company’s products. We also discuss working to determine what the jobs to be done for a customer are and then how to address those as a whole company. We are joined by Amy Taylor Mitchell and Trevor Mishler, who are both customer success executives and together lead Real Success International.
Guest Bios
Amy Taylor Mitchell is a highly experienced SaaS executive and customer success thought leader with 15 years in the IT industry and 25 years of leadership experience. Amy serves as the CEO of Real Success International and was previously the Director of Customer Success Americas at Juniper Networks. Amy is passionate about the customer experience and continous learning.
Trevor Mishler is an accomplished professional with over 20 years of experience in engineering, technology, financial services, sales, and military environments. He is the Chief Customer Officer at Real Success International and was previously the Director of Global Support at Element and before that a Senior Manager at Red Hat. Trevor is passionate about the customer experience and leadership.
Key Points
Call to Action
Let us know what your takeaways were. What comments made you think? What new thoughts did you have listening to the podcast?
Quotes
“It’s important to really be a listener and people need to be comfortable telling you what they think and telling you where their pain points are and giving you the feedback you need to improve the product and make it a revenue producer for the company.”
Trevor Mishler
“I think it’s important, not only inside the company, but also externally, to have a speak up culture. Your customers should feel a degree of comfort with telling you what really needs to be improved on your product. It’s either your employees who will tell you, your customers who will tell you, or Reddit! I would definitely rather have one of those first two options.”
Amy Taylor Mitchell
“I think it’s so important to have somebody who’s very experienced with the customer service landscape, particularly for your very high level, high dollar customers that have complicated environments to be able to see things so that you’re not surprised.”
Amy Taylor Mitchell
“Happiness is not having everything you want, it’s wanting everything you have.”
Trevor Mishler
