Precursive Perspective | For Professional Services

In her initial 7 years, Erin started working with SMBs and moved up to the up-market business segment, covering everything from onboarding, client support through to account management. In the last 2 years,  she has helped create and set up a Customer Success organization. They discuss how the growth and change in the CS world, connecting with their own people with culture and ensuring customers a...

Phil runs the Sales Engineering team (sales process with technical legitimacy, the Onboarding & Deployment team (customer getting value + protection) and Technical Operations team (community support, rollout of new tech). With the vision that Tessian is entering the third paradigm of security - The Human Layer, they empower a companies greatest asset, their people, to be the first line of defence...

With a background in software development and customer relationship management in the MarTech industry for 10 years incl. the eCommerce and social intelligence fields, Pat made the shift to FinTech with GoCardless.  Along with insight on the SaaS evolution, aligning, and growing the customer success model in the company, Pat speaks to us about how the business is aligning their focus in the new no...

Alex Farmer is a 2021 Top 25 Customer Success Influencer, VP of CS at Cognite and Founder of Customer Success Excellence - The Customer Success Awards. With a great depth and breadth of experience, Alex brings his knowledge in the B2B / SaaS industry to this conversation. He has been on the front-line in terms of implementing software helping customers see how data can do more across their busines...

Saood Shah is the VP of Customer Success (CS) & Professional Services (PS) at Contentful. With a background in computer science & electrical engineering and a newfound perspective on customer engagement, Saood speaks to us about the evolving world of PS dovetailing with CS, value realization to customers through engagement, leveraging tools and automation and the growing importance of outcomes tra...

Working mainly with telecom, IT and construction companies but also not averse to wider industries, PMI works on turning ideas and proposals into reality. With a diverse background of experiences and a 'regional' mindset, Sunil speaks about methodologies and processes in organizations including how PMOs should be thinking about Project Management and what 'good' looks like. They discuss the variou...

Starting off as the Chief Revenue Officer, Bethany has built and scaled the sales organization to now viewing the customer journey as a whole. Primarily focusing on retail, CPG and manufacturing companies, helping them deliver quick outcomes and expand to other parts of the enterprise, putting AI at the heart of the organizations.  They discuss themes emerging from the business operating in a diff...

Richard Cardwell, VP - Head of Delivery Midwest Region at Infosys discusses working in the new reality that people and businesses are currently living in. Driving conversations around: - identifying the right people for the right job in the right industry - the idea of a 'skills economy' and 'convenience economy' - the evolution of technology and the Consulting industry - re-skilling, new-skilling...

Guy Marsh as over 12 years of experience in Resource Management, Guy speaks about:  - Resource Management being the fundamental source of information and its key aspects: Demand vs. Capability vs. Availability.  - What makes a good Resource Manager?  - Adding value to the client by having systems and processes in place  - Dynamics of resourcing & staffing in the new Remote Reality  - How AI allows...

Kristi Faltorusso discusses Transformation Management for CS in the fleet & transportation industry. Are your teams carrying our due diligence before going into meetings with customers? Hear about the impact of identifying the 'voice of the customer' for revenue retention with better processes and engagement that help teams align with customers better to see success faster.   Follow Precursive on:...

How much of your customer onboarding window are you burning due to inconsistent transitions between teams? With personal experience in creating and building CS organizations, Brian LaFaille, shares in-depth insight into 'customer marketing', account-based marketing, and leveraging automation to add the value of connection for customers.     Follow Precursive on:  Linkedin: https://www.linkedin.com...

Will Blake, Director of Technology & Analytics at CRU speaks about transitioning from a publishing background to a digital data business. Listen to how they set up their global subscription business to scale using change management to help support their team and customers in today's 'new normal' and for the future. CRU offers business intelligence on the global metals, mining and fertilizer indust...

Renowned Customer Success thought-leader, Jay Nathan discusses how B2B / SaaS / tech companies can support & provide value to their customers including:  - The evolution & future of Customer Success -  Providing value and support for businesses to scale - Playbooks for Change Management & Relationship Tracking     Follow Precursive on:  Linkedin: https://www.linkedin.com/company/precursive  Twitte...

Atlantic Technologies is an international consulting firm offering digital solutions on the Salesforce platform.  Mike Dohrmann, Managing Partner, shares insight on the importance of education, training and communication for an agile workforce. Follow Precursive on:  Linkedin: https://www.linkedin.com/company/precursive  Twitter: https://twitter.com/precursive  Facebook: https://www.facebook.com/p...

AppsFlyer is a global leader in mobile attribution and marketing analytics. Their CCO, Ziv Peled discusses how the shift to working in the new remote reality, nurturing growth, and building value as a company by bringing empathy to Customer Success.   Follow Precursive on:  Linkedin: https://www.linkedin.com/company/precursive  Twitter: https://twitter.com/precursive  Facebook: https://www.faceboo...

Nick Mehta, CEO at Gainsight speaks to us about how businesses can transform their customer's journey with a human-first approach, especially given the move to SaaS / Cloud / Subscription business models.   Follow Precursive on:  Linkedin: https://www.linkedin.com/company/precursive  Twitter: https://twitter.com/precursive  Facebook: https://www.facebook.com/precursive/  

In this episode,  Sean Smith, VP of CS at Apperio discusses the impact of today's remote reality and their human-first approach to internal and external communications to achieve Customer Success.  Apperio is an automated legal spend management and analytics tool. It enables in-house lawyers to effortlessly track and analyze legal spend across all their law firms, in real-time, in one place.   Fol...

In these unprecedented times, leading SaaS businesses are focused more than ever on having a human-led approach with their customers and improving the customer journey. In this first episode of the Precursive Podcast, CEO, Jonathan Corrie, speaks with Julian Hannabuss, Director of Revenue Operations at Procurify, to see how they are functioning in the New Remote Reality. Procurify’s spend manageme...