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CS Radio #15: NPS - The Good, The Bad, and The Ugly Apr 01, 2015

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Tom and Rachel talk about how to add Net Promoter Surveys to your customer success toolkit, what are the "gotchas" to look out for, and give some practical tips on sending your very first NPS.

CS Radio #14: Thriving in the Membership Economy Mar 30, 2015

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Robbie Baxter talks with us about her new book, The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue.

CS Radio #13: When Customer Success Meets Product Development Mar 26, 2015

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Marty Cagan shares how to build products that customer love, why saying "yes" to customer enhancement requests is not doing them any favors, and the state of the art in enterprise SaaS user experience.

CS Radio #12: Drinking From The Firehose: Customer Success During Hypergrowth Mar 13, 2015

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Katie Rogers from Salesloft discusses how she built a Customer Success program while her company was growing 2000% last year. Plus she explains what a #LadyLofter is.

CS Radio #11: Customer Success as Growth Hacking Mar 05, 2015

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Rachel and Tom recap the lively Twitter chat we recently convened on #SuccessHacking — applying the principles of Customer Success to drive revenue growth.

CS Radio #10: Lincoln Murphy Sounds Off On Customer Success Feb 24, 2015

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Lincoln Murphy joins us for a wide-ranging discussion of what's happening in the world of Customer Success, why he's happier when the focus is on (lowercase) customer success, and how to get it right even when it's hard.

CS Radio #9: Leveraging Exceptional User Onboarding Feb 16, 2015

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Samuel Hulick joins us to discuss User Onboarding, how Slack totally nailed it, and what SaaS companies should learn from Super Mario.

CS Radio #8: What To Look For In 2015 Feb 12, 2015

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Rachel and Tom discuss their favorite emerging practices for Customer Success, and highlight some companies that are leading the way.

CS Radio #7: What's the Point of Relationship Marketing? Feb 03, 2015

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Anthony Nygren from EMI Strategic Marketing joins us to demystify customer lifecycle marketing, explain why its a critical part of a Customer Success practice, and give a few tips on how to be one of the few SaaS companies that do it right.

CS Radio # 6: How Buffer Does Customer Success Jan 27, 2015

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Carolyn Kopprasch, the Chief Happiness Officer at Buffer, shares the secrets of how Buffer took a freemium app and built a legion of highly committed customers.

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