• Episode 34: How AI Is Reshaping Customer Value
    2025/04/25

    AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk.

    In this episode, Alex Raymond sits down with Mark Stouse, the CEO of ProofAnalytics.ai, to talk about how AI is driving a seismic shift in how companies operate. The core message: transparency and accountability are no longer optional, and gut instinct won’t cut it.

    Mark explains how AI is collapsing the “gray zone” of ambiguity in business, forcing teams to prove value with hard data. He also shares a critical legal shift from early 2023: a Delaware court ruling that expanded fiduciary duty to all company officers, not just CEOs and CFOs, making risk management everyone’s responsibility.

    You’ll hear how customer success is more than a renewal engine. It’s a strategic early warning system that should be treated as both a value creator and a multiplier. And you’ll learn why the old accounting mindset, focused only on past performance, can’t keep up.

    If you're leading customer accounts, managing renewals, or influencing post-sales strategy, this conversation will reframe how you think about risk, impact, and your role in the AI-powered business landscape.

    Episode Breakdown:

    00:00 Introduction

    03:25 AI as a Super Technology & What It Changes

    04:44 How Fiduciary Duty Now Includes Functional Leaders

    06:12 Case Study: CRM Data Fraud and Legal Risk

    09:54 AI, Legal Accountability & Market Volatility Collide

    12:54 Why Traditional Accounting Thinking Falls Short

    14:31 Causal Analytics vs. Predictive Tools: What Leaders Need

    17:34 The Long Game: Proving Impact in Customer Success

    19:28 Customer Success as an Early Warning System

    22:28 The Problem with BI Dashboards and Misread Data

    25:46 How to Start Risk Conversations at Your Company

    27:21 Forecast Risk vs. Enterprise Risk

    28:00 Why T-Shaped Skills Matter in the Age of AI

    29:24 What the Future of AI Looks Like for Teams

    Links

    Connect with Mark Stouse:

    LinkedIn: https://www.linkedin.com/in/markstouse/

    Website: https://www.proofanalytics.ai/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    44 分
  • Episode 33: The End of Customer Success as We Know It
    2025/04/18

    Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?

    Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.

    Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.

    Learn more about AMplify at www.amplifyam.com

    Episode Breakdown:

    00:00 Introduction

    01:20 Why Customer Success Is Struggling

    03:05 The Branding Problem in CS

    05:28 From Customer Success to Customer Experience

    07:03 Does CS Have a Future?

    14:07 Solving Problems Upstream

    17:20 Proactive Account Management

    31:21 Risk Management That Works

    39:53 Rethinking Customer Experience Teams

    43:18 Where to Start and What to Prioritize

    Links

    Connect with Parker Chase-Corwin:

    LinkedIn: https://www.linkedin.com/in/parkercorwin/

    Website: https://www.xperiencealchemy.com/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    44 分
  • Episode 32: Secrets of Dynamic Account Planning
    2025/04/11

    Most account plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.

    In this episode, Alex Raymond explains why so many account plans fail to drive real impact and what to do instead. He introduces a framework: three customer goals, three key contacts, and three specific actions for the next 90 days. No fluff. No filler. Just a clear plan you can actually use.

    Are you building your plan to impress your boss, or to deliver value your client will notice? Are you tracking assumptions, or asking the right questions?

    If you’ve ever felt like your account plan was more theater than strategy, this episode will help you shift into something far more effective. Alex also shares details on the upcoming Account Planning Bootcamp inside the AMplify community, where you can dig deeper and start building plans that actually grow your accounts and your career. Learn more here: www.amplifyam.com/account-planning-bootcamp

    Episode Breakdown:

    00:00 Introduction

    01:40 Why Most Account Plans Fail

    10:41 What Is Dynamic Account Planning?

    13:10 The Rule of Three Framework

    30:35 Should You Share Your Plan with the Customer?

    34:05 Making Your Plan a Living Document

    Links

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    38 分
  • Episode 31: The Account Manager Career Path: What Hiring Managers Really Want
    2025/04/04

    Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within reach.

    Alex Raymond talks with Swati Garg, the founder and CEO of Melo Associates, about what hiring managers are prioritizing right now, and what many candidates are getting wrong. What skills actually stand out in a crowded field? How do you show you’re ready for more responsibility? And why are so many companies missing the mark by defaulting to external hires?

    Swati shares what’s shifting in the job market, including the rising demand for strategic thinking, stronger negotiation chops, and real fluency with tools powered by AI. She also breaks down why internal promotions aren’t just cost-effective, they’re often the best way to keep top performers engaged and growing.

    If you’ve been stuck thinking the only next step is people management, this episode offers a broader view. Swati talks through alternative paths like CS operations, enablement, and even product or marketing roles, reminding us that knowing your customer deeply is a competitive edge across teams. She also gives practical advice for anyone on the job hunt: be intentional, do your prep, and stop treating the interview like a one-way evaluation.

    Whether you’re hiring or exploring your next move, this is a smart, honest look at how to grow your career without losing momentum.

    Episode Breakdown:

    00:00 Career Growth in Account Management

    02:53 Current Job Market for Customer Success and Account Managers

    05:10 Hiring Internally vs. Externally

    07:39 The Importance of Internal Talent Retention

    08:59 Evolving Roles in Customer Success

    12:29 Must-Have Skills for Account Managers

    16:05 The Importance of Business Acumen

    17:42 Navigating Job Searches and Maintaining Morale

    24:10 Career Progression Paths for Account Managers

    28:00 Exploring Non-Linear Career Paths

    30:30 The Role of Chief Customer Officer

    33:09 Assessing Company Fit During Interviews

    39:45 Words of Wisdom for Job Seekers

    Links

    Connect with Swati Garg:

    LinkedIn: https://www.linkedin.com/in/swatigargmhrir/

    Website: https://meloassociates.com/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    41 分
  • Episode 30: The Megadeals Mindset
    2025/03/28

    Securing Megadeals requires more than just a strong pitch. It demands a deep understanding of deal orchestration and stakeholder management.

    In this episode, Bora Brännström, the co-founder of Megadeals Advisory, joins Alex Raymond to share insights on navigating the complexities of large, multi-million dollar contracts. Bora breaks down what makes a deal truly complex, from influencing decision-makers at every level to managing a web of cross-functional relationships. He points out a common challenge many companies face—rainmaker dependency—and how relying too heavily on a few key individuals can hinder growth, especially for scale-ups.

    So how can account managers scale success in such a high-stakes environment? Bora points out the importance of proactively engaging with multiple stakeholders, leveraging internal references, and using targeted media to build trust across the organization. Can a systematic approach to deal orchestration be the key to driving consistent growth? Bora and Alex’s discussion offers strategies for anyone looking to step up their game in managing complex deals and building stronger relationships with key stakeholders.

    Episode Breakdown:

    00:00 Introduction

    02:19 Defining Megadeals

    04:44 Four Criteria of Complex Deals

    07:03 Challenges in Scaling Sales Teams

    10:13 Finite vs. Infinite Markets

    14:45 Expanding Within Existing Accounts

    17:31 Stakeholder Mapping

    20:52 Ideal Stakeholder Map (ISM)

    25:35 Accessing Key Decision Makers

    30:40 Proactive Account Management

    34:54 Actionable Steps for Account Managers

    40:58 Building a System to Eliminate Rainmaker Dependency

    43:40 Specialization and Support for Rainmakers

    Links

    Connect with Bora Brännström:

    LinkedIn: https://www.linkedin.com/in/bora-br%C3%A4nnstr%C3%B6m-a193a9a/

    Website: https://www.megadeals.com/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    51 分
  • Episode 29: Why Onboarding Matters
    2025/03/21

    Most companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue.

    Alex Raymond welcomes onboarding expert Donna Weber, the author of “Onboarding Matters,” to challenge the idea that implementation equals success. If a customer isn’t using a product in a meaningful way, does it even matter that they have access to it? Donna explains why the first 90 days determine whether a customer sticks around or drifts away, and how her orchestrated onboarding framework helps companies guide customers to real value, not just a completed setup.

    Donna also breaks down a common mistake: declaring victory too soon. Product deployment isn’t the finish line. Without quick wins and clear adoption, customers second-guess their decision, leading to churn. Donna shares ways to shift the focus from closing deals to building long-term success, with insights on user adoption, time to value, and the hidden cost of bad onboarding.

    A must-listen for account managers and customer success teams who want to turn onboarding into a growth strategy.

    Episode Breakdown:

    00:00 Introduction

    01:46 The Critical Role of Onboarding

    04:36 Onboarding vs. Implementation

    06:23 Declaring Victory Too Early

    09:42 Defining Onboarding: The Orchestrated Onboarding Framework

    11:05 Review and Ongoing Optimization

    14:09 Delivering Quick Wins

    17:08 The Concept of Buyer's Remorse

    19:10 Quick Wins vs. First Value

    22:33 Trade-offs in Onboarding Approaches

    24:29 Value Journey and Team Structure

    26:14 Applying Onboarding Concepts Beyond SaaS

    30:46 Incentives and Long-term Profitability

    34:31 Team Structure and Responsibilities

    37:04 Measuring Success in Onboarding

    41:59 Linking Metrics to Business Impact

    43:25 Key Takeaways for Successful Onboarding

    Links

    Connect with Donna Weber:

    LinkedIn: https://www.linkedin.com/in/donnaweb/

    Website: https://www.donnaweber.com/

    https://www.donnaweber.com/post/accelerate-success-the-power-of-quick-wins-in-customer-onboarding

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    46 分
  • Episode 28: RevOps in Action: Driving Retention and Growth
    2025/03/14

    RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.

    Alex Raymond sits down with Katherine Nino, the head of global revenue operations at Makosi, to talk about how RevOps goes beyond traditional sales enablement and shapes the entire customer lifecycle. They discuss the power of client health scores, how data-driven insights help account managers stay ahead of churn, and why a culture shift around risk and collaboration is essential.

    Katherine shares her approach to building a health score model that cuts through data overload and makes it easier for teams to focus on relationships. She also challenges outdated views on sales handoffs, training, and accountability, making the case for a more connected approach to retention and growth.

    Join Alex and Katherine’s discussion to discover a clear roadmap for leveraging RevOps to improve client satisfaction, reduce churn, and drive sustainable revenue growth.

    Episode Breakdown:

    00:00 Introduction

    01:53 What is RevOps?

    03:07 Strategy and Transformation

    05:05 Data Structure and Reporting

    08:20 Evolution of RevOps

    10:10 Orchestration and Collaboration in RevOps

    14:42 Building a Client Health Model

    18:39 Proactive Client Management

    20:01 Developing and Testing the Health Model

    24:00 Implementation and Success of the Health Model

    27:31 Role of Account Managers in Using the Health Model

    32:10 Improving Data Quality and Compliance

    38:08 Mindset Shift for Account Managers

    42:52 Regular Data Hygiene Practices

    44:03 Importance of Training and Development for Account Managers

    Links

    Connect with Katherine Nino:

    LinkedIn: https://www.linkedin.com/in/jkatherinenino/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    50 分
  • Episode 27: The 5-Year Customer Model
    2025/03/07

    Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.

    In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.

    Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.

    Episode Breakdown:

    00:00 Introduction

    02:08 Bob Mathers’ Journey to Customer Success

    04:52 The 5-Year Customer Model

    05:03 Frustration with Customer Success Conversations

    06:06 Shift from On-Prem to SaaS Models

    08:10 The Burden of Generating Value

    09:09 The Role of Customer Success in Long-Term Retention

    11:35 The Role of Customer Success Managers

    14:48 The North Star Goal: Five-Year Customer Retention

    17:04 Ideal Customer Profile and Marketing Alignment

    20:03 Commitment to Long-Term Goals

    21:08 The Role of the CEO in Driving Change

    22:02 Single-Digit Incremental Improvements vs. Mindset Shift

    25:09 Core Functions, Behaviors, and KPIs

    26:46 The Role of Data in Customer Success

    27:18 Is a 5-Year Customer Good Enough?

    28:06 The Role of the Chief Customer Officer

    29:00 The Future of Customer Success and CCOs

    32:32 The Role of Product in Customer Success

    35:05 Optimal Structure for Customer Success Teams

    39:48 Closing

    Links

    Connect with Bob Mathers:

    LinkedIn: https://www.linkedin.com/in/bmathers/

    Website: https://bobmathers.ca/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    43 分