Join Joel as he immerses himself in the realm of customer success alongside special guest Joanne Degnan, former CCSO of UKG. Together, they delve into the profound impact of the "How-To" Signal, uncovering its significance in identifying customer uncertainties surrounding feature usage and desired outcomes. Drawing from her unique perspective and expertise, Joanne highlights the value of non-biased signals over subjective human dispositioning. By leveraging this information, businesses can pinpoint friction points and gain invaluable insights to enhance the overall customer experience. Joel and Joanne engage in a dynamic discussion, exploring effective communication techniques and proactive problem-solving approaches that empower organizations to address customer concerns and achieve success. Whether you're a customer success professional seeking actionable strategies or a business owner aiming to boost customer satisfaction, this episode provides practical insights and key takeaways to elevate your organization's customer success journey. Tune in to gain a deeper understanding of the power of the "How-To" Signal and unlock the potential for lasting customer success.

Welcome to the Sturdy Signaller podcast, hosted by Joel Passen. In this episode, Joel sits down with Brian Hall, founder of Carema Consulting, to discuss executive change and its profound impact on business success. Did you know 65% of accounts experience an executive change churn within 12 months? It's a bleak statistic, but it comes with a silver lining - teams that swiftly act within the first 48 hours of discovering executive change signals have a remarkable 33% higher chance of renewal. Join us for an engaging conversation exploring strategies and tactics to future-proof your processes and minimize the risks of losing a sponsor. Gain valuable insights from customer leaders who have successfully navigated executive change and receive essential tips and tricks for identifying and triaging potential risks when "a new sheriff is in town." Tune in to discover Sturdy's insights and gain the confidence you need to navigate organizational change and foster enduring business relationships.

Welcome to the Signaller, Sturdy's live workshop. Join Sturdy's CRO, Joel Passen, as he interviews industry experts to explore how identifying and addressing critical business insights, aka Signals, can alert you to customer-related issues, product gaps, and revenue risks. Walk away after every episode with actionable steps to meet these challenges head-on.