ChurnItDown

In this episode of Churn It Down, Ricky Patel sits down with Jan Young—CS strategist, systems thinker, and AI educator—to break down what’s really holding back AI adoption in Customer Success. Together, they explore how leaders can cut through the noise, prioritise what matters, and start building high-impact, scalable CS programs.Whether you’re experimenting with AI tools or rethinking your revenue motion, Jan offers clear, actionable advice on how to approach CS like a business leader—and why systems thinking will be the most important skill in 2025 and beyond.Listen Here!

In this episode, I sit down with Dave Jackson, one of the O.G's of B2B Customer Success. We dive into the big shifts shaping SaaS today, from the increasing pressure to drive revenue through retention and expansion to why getting the fundamentals right—like ICP and value proposition—is more critical than ever.We also tackle the AI revolution in Customer Success—how it’s reshaping the way we scale, personalize, and predict customer needs. But here’s the catch: AI is only as good as the data behind it. So, what does it really take to make AI work for CS? And how do we keep the human touch while embracing automation?If you’re a SaaS leader, CS professional, or just fascinated by where the industry is headed, this is one episode you don’t want to miss.  Listen Here!

Welcome to Season 2 of Churn it Down!This season we will be diving into some of the hottest trends affecting the future of CX and CS.Who better to kick off with than the legend that is Dave Blake.Tune in to hear Dave's take on the latest evolution of Customer Success - CS 5.0 and how it will be powered by AI. Listen Here!

This month on Churn It Down, we’re closing out 2024 with a bang as we’re joined by the legendary Irit Eizips to explore the power of Value Maximisation. Listen in to understand how this approach can enhance customer experience, drive growth, and create measurable success for both clients and vendors.In this, our final episode of the year, Irit shares practical advice on embedding a Value Maximisation framework to foster customer-centricity, align teams around real outcomes, and drive sustainable growth. Perfect for SaaS leaders who are looking to deliver exceptional customer experiences! Listen Here!

In this episode of Churn It Down, Markus Rentsch joins us to discuss the transformative power of Customer Value Led Growth.We dive into the principles of putting true customer outcomes at the forefront, avoiding the “watermelon effect,” and why a value-centric approach is crucial for sustainable success in customer success management. Listen Here!

Welcome to Churn It Down, where we deliver practical advice for top-class customer experience.In this episode, host Ricky Patel, talks to Bob London about the power of Disruptive Questioning and Deep Listening and how it can uncover what a client really values.Listen out for Bob's actionable tips on how to improve your client conversations and start discovering value today.Subscribe, rate, and review Churn It Down for actionable insights and strategies to enhance your customer success approach.Listen now and elevate your customer success game with Churn It Down!

Welcome to Churn It Down, where we deliver practical advice for top-class customer experience.In this episode, host Ricky Patel talks to Natalia Piaggio, a Customer Success Director at the Access Group about how we can use frameworks to help customers realise value at scale.Listen out for Natalia's success stories & discover how to set up your own Value Realisation Framework at your org.Subscribe, rate, and review Churn It Down for actionable insights and strategies to enhance your customer success approach.Listen now and elevate your customer success game with Churn It Down!

Welcome to Churn It Down, where we deliver practical advice for top-class customer experience 🔊In our debut episode, host Ricky Patel chats with Colin Burke, CEO of Customer Success Network, about his journey, key career milestones, and the mission behind our podcast. Discover why Season 1 focuses on driving customer value and get insights into upcoming guests and topics. Subscribe, rate, and review Churn It Down for actionable insights and strategies to enhance your customer success approach. Tune in for our next episode featuring Natalia Piaggo, Customer Success Director at the Access Group. Listen now and elevate your customer success game with Churn It Down!