Human Connection in Customer Success and Sales - Jared Cook, Founder, Crush Churn
Summary:
Today I speak to Jared Cook, a seasoned expert in customer success and sales. Jared has most recently been a SR VP of Customer Experience at Docebo and has held senior roles in Customer Success at companies like Domo and Adobe. He is the founder of Crush Churn Consulting where he helps companies reduce churn by 30%.
Our conversation explores the importance of human connection in sales, the role of customer success in driving retention, and the need for genuine relationships with customers.
Jared shares insights from his childhood about sales, emphasizing the importance of confidence, connecting on a human level as a leader, and a seller, and understanding customer needs.
There are so many useful approaches that Jared shares on having difficult interactions with clients to creating a personal connection with a new team that you can take into what you do.
If you want practical strategies for improving customer retention and preventing churn, and implementing curiosity and empathy in your sales interactions. You'll walk aways with foundational skills to integrate your personal and professional lives to foster deeper connections with the people your work with and the clients you serve. This was a fun one to learn from an executive is customer success and how those skills can help you in sales!
Sound Bytes:
"It's about helping a human solve a problem."
"You can create human connection at scale."
"I'm always up for an adventure."
Key Moments:
00:00 Introduction to Human Connection in Sales
02:41 Defining Selling by Being Human
05:01 Lessons from Childhood: Sales and Confidence
10:47 Integrating Personal and Professional Life
17:24 The Role of Customer Success in Sales
21:28 Curiosity as a Sales Tool
28:09 Improving Customer Retention Strategies
33:18 Identifying and Preventing Customer Churn
39:36 Building Genuine Connections with Customers
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