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Bob Mathers, Revenue Coach & Consultant, BMCX Consulting Inc.

Name: Bob Mathers, Revenue Coach & Consultant, BMCX Consulting Inc.
Uploaded: 2024-04-11T19:18:10+00:00
Duration: 1 min 48 s
Channel: Bob London
Description: In this testimonial, a customer success coach and consultant describes how adopting Bob London's Radically Authentic Discovery (RAD) Method has reshaped…

11 Apr 2024 · 2 min

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1:48

In this testimonial, a customer success coach and consultant describes how adopting Bob London's Radically Authentic Discovery (RAD) Method has reshaped their team's approach to client interactions. The coach explains that unlike traditional training, the RAD Method emphasizes a social, experiential learning cycle where the team practices new conversational skills, shares experiences, and iteratively refines their approach. This process has led to stronger retention of skills, surprising clients, breaking out of preconceived customer roles, engaging previously untapped stakeholders, and moving the team toward a strategic advisor position. The speaker concludes that the method is a game‑changing, highly effective tool for scaling customer success operations.

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So I want to share a few anecdotes from working with Bob London London. First off, I'm a coach and consultant in the customer success space that works with leaders trying to scale and grow their customer success operations. And one of the things that we inevitably run into is that in our pursuit of trying to build a CS team that is seen in the eyes of our customers as a progressive strategic advisor, we find that this is simply a set of conversations and some skills that we've never asked our customer success team to use before. So we've introduced Bob's Radically Authentic Discovery Method. And here's what we've heard. One, it's a very social way of learning. So it's better. It's different from training in that, sure, there's some information sharing. But then the team goes away, they test it out, they, they have these conversations, and we come back and we discuss as a team what worked, what didn't, what felt weird, what felt awkward. And, and then it's a very social way of learning that tends to stick better than traditional training. Most importantly, what we're hearing from clients is that they're surprised, and it's really helping to break us out of that box that customers put us in. It's helping expose us to conversations that we've never had before, some stakeholders that we've never been engaged with before. And it's really helping to unlock that relationship and helping us to pursue that customer or that strategic advisor status that we work so hard to build. So I'm a huge fan of it. It's a big— it's a game changer. And thanks, Bob, for letting me share my ideas.