Welcome to
The Launch Station
Your dose for go-live success, powered by Rocketlane.
Every week, we chat with Customer Success and Implementation leaders to deconstruct how their teams accelerate value delivery, streamline customer onboarding, and delight their customers.
Discover the best practices, and listen to stories of heroics and project turnarounds, and borrow what’s worked for others. Learn how you can deliver a consistent and professional experience to every customer. Tweet using #launchstation and get your question answered on the podcast.
If you are from the world of implementation, onboarding, or customer success, this is your show! Join in.
Latest episode
Planning and achieving first value for customers at varying maturity levels
Lindsey Lane, VP, Customer Experience, Isometric Technologies talks about how you can plan and achieve first value for customers at varying maturity levels.
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All episodes
Episode
28
:
Planning and achieving first value for customers at varying maturity levels
Lindsey Lane, VP, Customer Experience, Isometric Technologies talks about how you can plan and achieve first value for customers at varying maturity levels.
Episode
27
:
Enabling the right customer experience for a global product
Jess Osborn, VP of Customer Success-International, GoCardless, talks about enabling the right customer experience and adapting your customer onboarding journeys for a global product.
Episode
26
:
How to use data for your customer onboarding and customer success narrative
Nikola Mijic, the Co-founder & CEO of Matik, Inc., shares insights on how data can be used to optimize the customer journey.
Episode
25
:
Customer onboarding strategies for scaling your startup
Emily Garza, Head of Customer Engagement, Unit21, shares her advice on what customer onboarding strategies you can implement for long-term success.
Episode
24
:
Customer Led Growth and Customer Onboarding
Nir Kalish, VP of CX & Customer-Led Growth (CLG) Advisor, Amplemarket, talks about customer led growth and how onboarding adds value to it.
Episode
23
:
Professional Services for PLG Companies
Brent Ludwig, Head of Professional Services, Celigo, talks about the significance of setting up a professional services team at a PLG company and the positive impact it can have on the company’s resources.
Episode
22
:
Hiring your first customer onboarding team
Jeff Kushmerek, CEO & Founder, Infinite Renewals gets talking on setting up your first customer onboarding team
Episode
21
:
Scaling without compromising on customer experience
Sloan Pettersen, Director of Global Client Onboarding at Impact, shares her insights on the ability to scale and automate while still providing a positive customer experience.
Episode
20
:
Developing customer onboarding career paths
Brent Claremont, Director of Customer Onboarding at Emotive shares his insights on creating an A-Team for customer onboarding functions and how the career trajectory of an onboarding professional looks like.
Episode
19
:
Michael Canzoneri on the Professional Services landscape
Michael Canzoneri, Practice Director at Confluent sheds some light on how strategy is a key element in the professional services industry
Episode
18
:
How accountability makes onboarding easier
Jan Young, Principal Consultant at Success League, talks about why accountability is important from customer onboarding to product adoption.
Episode
17
:
SafetyCulture’s customer onboarding playbook
Nuno Paiva das Neves, Director of Customer Success at SafetyCulture talks about the evolution of the journey from assisted trials to customer onboarding.
Episode
16
:
The psychological aspect of customer onboarding
Cori Medler, Director - Customer Success at BombBomb talks about the psychological dimension of onboarding and handling change management with clients.
Episode
15
:
Winning at pre-to-post-sales: Lessons from Gitlab
Reshmi Krishna and Sherrod Patching from Gitlab, talk on structuring the right journey from pre to post sales, on better handoffs, etc.
Episode
14
:
Bridging gaps in a remote work environment
Irene Lefton, VP of Customer Success, MentorCloud talks about remote work, its challenges, and how to make it more effective
Episode
13
:
Putting Your Best Foot Forward in Customer Onboarding
Deepak Kumar, Chief Customer Officer, Aryaka Networks, talks about the best practices for kicking off customer onboarding projects
Episode
12
:
The Partnership Kickoff Model
Kristi Faltorusso, ClientSuccess, explains the Partnership Kickoff Model and how it can help you with flawless project execution
Episode
11
:
Leading a CS Team Through A Crucial Transition
Michael Hurley, CS Manager, Infor, walks us through how to help Customer Success teams through huge transitions or changes
Episode
10
:
Customer Education - The Missing Link to Onboarding Success
Bill Cushard, General Manager, ServiceRocket, talks about why customer education and training programs is required in the customer onboarding journey
Episode
9
:
Nailing Implementations the Gainsight Way
Sridhar Gollapalli (VP - Customer Success) and Sudheer Sharma Goda (Director of Professional Services) of Gainsight share implementation wisdom
Episode
8
:
Sales as a Multiplier of Customer Success
Assaf Barnir, VP - Customer Success at Netomi, talks about how the sales process can provide a leg-up for customer onboarding and more
Episode
7
:
How to productize and package your customer services
Chitra Madhwacharyula, Head, Customer Success, Couchbase talks about what goes into baking services into your offering and more
Episode
6
:
Creating Wins with the First Value Delivery Framework
Irit Eizips, of CSM Practice talks to us about the First Value Delivery framework and how it can be used to identify quick wins for value delivery.
Episode
5
:
Cracking the Enterprise Code
Vishal Rana, VP - Customer Success, Snapdocs, on implementation for enterprise customers, the process involved, handling escalations, and more
Episode
4
:
Looking at Escalations as Opportunities
Mike Sasaki and Rachel Jugai of Mitek Systems recommend best practices for handling customer escalations
Episode
3
:
Championing Success with Your Buyer Side Champion
Linden Hillenbrand, VP, Global Customer Success & Support, Cloudera talks about the evolution of customer onboarding, best practices for approaching enterprise clients, and more.
Episode
2
:
The Journey of Expectation Management
Peter Taylor, author of The Lazy Project Manager, tells us why expectation management is a journey and not a destination. He also recommends tools that can help build professional relationships rooted in trust, honesty, and collaboration.
Episode
1
:
Check-box vs Value-focused Mentality in CS
Stephan Howsepian, Sr. Manager, AMS Customer Success, Citrix on striking a balance between a checkbox mentality and value-based mentality
Move your service delivery into the fast lane
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