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Jess Hall, Director of Client Success, Cvent

Name: Jess Hall, Director of Client Success, Cvent
Uploaded: 2023-10-19T17:24:32+00:00
Duration: 1 min 40 s
Channel: Bob London
Description: In this testimonial, Jess Hall, Director of Client Success at a meeting‑and‑events technology provider, explains how her team struggled to get customers…

19 Oct 2023 · 2 min

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1:40

In this testimonial, Jess Hall, Director of Client Success at a meeting‑and‑events technology provider, explains how her team struggled to get customers to openly share their challenges. She was introduced to Bob London and his RAD (Rapid, Agile Discovery) customer discovery training, which the team adopted. The first session generated strong positive feedback, prompting repeated sessions and frequent internal references to the "Bob London approach" in meetings and Slack. Jess highlights that the external expertise and practical techniques shifted the team’s mindset, leading to more effective discovery of customer needs and the ability to create and demonstrate value. She concludes by recommending Bob London’s training as one of the greatest investments for their organization.

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Hi, my name is Jess Hall and I'm a Director of Client Success for a meeting and events technology provider. Over the years, our client services team has evolved into a client success team, and we were faced with the challenge of how do we get customers to open up and tell us truthfully what their challenges are so that we can get to the bottom of how we're going to help them. So I was introduced to Bob London London and worked with him to conduct his customer discovery training using his RAD method. For our team. We immediately received a ton of positive feedback because our team was hungry for professional development, but even more so a deeper understanding of the tactical how-to in getting to know customer needs. Following the first session, Bob London became a staple name and technique that we brought up regularly in our internal meetings and Slack messages. We would ask, oh, did you try the Bob London approach? Or I used Bob London questions and this incredible thing happened. I received such a benefit that we brought Bob back for 2 more sessions with our team and they continue to resonate. Our team appreciates hearing from an expert in the industry, someone who is external to our organization that has real experience to apply in getting to know customers. He's really opened their mindsets and he's made them excited to try something new and different than what they've done before. This has made a massive difference in us discovering what our customer needs are so that we can work toward creating and demonstrating value for them. I will always recommend Bob. His customer discovery training has remained one of our greatest investments. So thank you so much, Bob. We always appreciate it.