Reading For Success

In this episode, Kristen interviews author of Reimagine Customer Success, Sasi Yajamanyam.

They discuss the joys and challenges of writing and shifts that are happening in the customer success field. 

If you'd like to reach out to Sasi, you can reach out to his LinkedIn profile.

Reading For Success is making big moves in 2022! Listen in to hear about our plans for the new year. We look forward to continuing our explorations in the world of Customer Success and sharing the journey with you.

In this episode, Kristen and Russell review 

• Reimagine Customer Success by Sasi Yajamanyam

They also discuss some exciting changes for the podcast in 2022! Check out the episode to find out if this book is worth your time, hear about some key moments and get the latest news on our plans for the future.

In this bonus episode, Kristen interviews author of  Digital Customer Service, Rick DeLisi!

Kristen and Rick discuss the shift from phone to digital customer service and how it can help both businesses and customers have a better customer service experience. 

In this episode, Kristen and Russell review 

• Digital Customer Service, by Rick Delisi and Dan Michaeli

These authors explore our changing world and how technology is shifting the customer success field. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!

Next month, they will review Reimagine Customer Success by Sasi Yajamanyam.

In this episode, Kristen introduces her new co-host, Russell Bourne! Together, they review

• Now, Discover Your Strengths by Don Clifton

This book contains a strength assessment and provides a guide for how to lead your team based on their skills. Listen in and hear Kristen and Russell discuss their strengths and whether or not it's worth the read!

Next month, they will review Digital Customer Service, by Rick Delisi and Dan Michaeli. The new episode will be available on November 4th, 2021.

In this episode Kristen interviews author of The Forever Transaction, Robbie Kellman Baxter. Kristen and Robbie talk about the inner workings of subscription models.

In this latest episode, Kristen reviews:

• The Forever Transaction by Robbie Kellman Baxter

This book discusses different ways businesses can approach subscription models. Though it may not be focused only on Customer Success, there is a lot of useful information in there!

Next month, Kristen will review Now, Discover Your Strengths by Don Clifton. The new episode will be available on October 7th, 2021.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas. As always, thanks for listening!

Thanks for tuning into Reading For Success! In today's episode, Kristen shares a shift in our formatting that will begin this fall and announces the next book which will be reviewed in our next episode which will be released on September 9th.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas. As always, thanks for listening!

This week we are excited to provide another bonus episode! Kristen had the opportunity to interview Donna Weber, author of  “Onboarding Matters”. Join Kristen and Donna as they discuss onboarding, writing and the business of Customer Success.

This week, Kristen Hayer  wraps up her review of:

•  “Onboarding Matters” by Donna Weber.

This episode also comes with a bonus of an interview with Donna. Be sure to check it out!

To read more about Kristen's thoughts on charging for Customer Success, you can find her article here.

Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 10-12 of “Onboarding Matters” by Donna Weber.

How do you measure the effects of your customer success team? How do you demonstrate your worth to your employer? These two chapters can help you sort out those important details.

Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 3 -9 of “Onboarding Matters” by Donna Weber.

This is the bulk of the book and it may seem like a lot, but the chapters fly by. These chapters make up the bulk of the Orchestrated Onboarding framework that is at the heart of Donna’s
book.

Next week, Kristen will continue her review with chapters 10-12. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 1 & 2 of “Onboarding Matters” by Donna Weber.

These two chapters lay out a nice introduction to the concepts of consumer behavior and onboarding new customers.

Next week, Kristen will continue her review with chapters 3-9. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  “How Good is Your Company at Change?” by David Michels and Kevin Murphy.

This article illustrates a framework for measuring what they call “change power” or
your organization’s capacity for change.

Next week, Kristen will kick off her review of Donna Weber’s new book: “Onboarding Matters”. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  The second half of Silos, Politics and Turf Wars, by Patrick Lencioni

This book is split up in to two parts and this week, Kristen will focus on part 2. 

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• The first section of Silos, Politics and Turf Wars, by Patrick Lencioni

This book is split up in to two parts and this week, Kristen will focus on part 1, The Story.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•  An article from HBR.org called Why Customer Loyalty Programs Can Backfire by Thomas Robertson and Paula Courtney.

The past year has seen a major shift in our customer experiences. This article explores how some loyalty programs may actually worsen the experience.

Season 2 will continue in a few weeks with a new book, Silos, Politics and Turf Wars, by
Patrick Lencioni!

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer wraps up her review of:

• The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi

If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you as a bonus episode.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

In this bonus episode, Kristen interviews one of the authors of The Effortless Experience, Rick Delisi!