How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value.

We also look at how Rohan assembled a personal adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid work environments.

Timestamps

0:00 - Preview & Intros

7:13 - Understanding customer needs and delivering value

15:15 - Managing growth through culture and employee motivation

21:20 - Managing post-sales success as a CRO

24:26 - Communication gap between teams

29:07 - Gathering the voice of the customer

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Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

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👉 Connect with the guest

Rohan Shah: https://www.linkedin.com/in/rohanshah8/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, customer needs, generate revenue, customer pain points, delivering value, end consumers, UpdateAI, CS teams, knowledge management, managing employees, leadership, remote work, hybrid work environment, relationship building, customer trust, customer service, consumption-based revenue model

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.