How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Palat, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections.

Ziv explains how focusing on key stakeholders, using tools like Gong for actionable insights, and employing a manual scoring system can enhance relationship management. He also discusses scenarios where rule-based systems can be more effective than AI, and how to rank opportunities based on user engagement and decision-making influence.

Additionally, Ziv shares his thoughts on long-term employee retention, tackling global business challenges, and strategies for managing crises, drawing from his extensive experience at AppsFlyer.

Timestamps

0:00 - Preview & Intro

2:20 - Jon is healing, recovering, recharging

7:25 - Meet Ziv

10:52 - Balancing business responsibilities amid ongoing war challenges

14:40 - Teamwork boosts motivation and productivity

20:59 - Balancing business goals with employees' personal challenges

26:05 - Planning 2025 growth, maximizing efficiency, leveraging AI.

28:31 - Here's what every CSM needs from AI

31:10 - Evaluating relationships to maximize business growth

35:35 - Customers remember onboarding experiences vividly

37:40 - AI as a laser pointer for focus

38:38 - How is AI helping customer success

44:25 - Using AI to enhance strategic customer success outcomes

47:03 - Feedback from experienced leaders empowers niche strategies

50:15 - AI aids in customer strategy and revenue growth

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Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

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👉 Connect with the guest

Ziv Peled: https://www.linkedin.com/in/zivpeled/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, engagement strategies, Gong insights, relationship scoring, customer engagement, AI in customer success, scalability with AI, AI-enhanced efficiency, strategic relationships, user engagement signals, efficient contact targeting, personalized customer success, AI strategic role, B2B SaaS, customer needs identification, strategic planning, CSM management via AI, proactive health scoring, sentiment analysis, impact of AI on Customer Success, human-AI collaboration, importance of human relationships, organizational memory, crisis management, global teamwork, trust building in crisis.

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.