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Jim Smith, Senior Manager, Customer Success (fmr. Freshworks)

Name: Jim Smith, Senior Manager, Customer Success (fmr. Freshworks)
Uploaded: 2023-08-29T11:40:38+00:00
Duration: 1 min 51 s
Channel: Bob London
Description: In this testimonial, Jim Smith, Senior Manager of Customer Success (formerly at Freshworks), describes how Bob London's customer engagement training…

29 Aug 2023 · 2 min

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In this testimonial, Jim Smith, Senior Manager of Customer Success (formerly at Freshworks), describes how Bob London's customer engagement training transformed his team's approach to client interactions. The training prompted a fundamental mindset shift from talking about the company to actively listening and asking authentic, insightful questions. This change led to more engaging conversations, better renewal outcomes, discovery of growth opportunities, and risk identification. Jim also highlights how the techniques have been integrated into various business processes—including interviews, team feedback, and personal relationships—resulting in improved management skills and personal development. Overall, the testimonial emphasizes the training's versatility, its impact on both business performance and personal growth, and the value of adopting a listening-focused engagement style.

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We sought something different when searching for our team training, something that can set us apart from everyone else. Bob London London's unique but simple approach to customer engagement offered just that, and it's worked well for our team and me personally. The most significant benefit isn't necessarily executing the singular strategic conversation or UBR event, although those are certainly valuable tools. The power of the training is the mindset shift that takes place on how you view your customers, their time, and how you engage with them in a mutually beneficial and meaningful way. So we went back and looked at how we interact with our customers and the content we use. What became glaringly obvious in short order is that we were leading conversations with all about us, which must have been pretty boring for our customers. We were talking far more than we were listening, and we weren't asking the types of questions that elicit an insightful response. So we revamped our approach and the content to include what we learned from Bob London, and that's what I love about it. We can incorporate it into everything we do. You'll find his unique and authentic questions in a lot of our material. Bob's training has helped us gain insight that benefited our customers and our business from executing successful renewals, to uncovering growth opportunities and identifying risk. And beyond customer success, it's helped me become a better manager and person. I stopped talking so damn much and I've become a good active listener. I use a variation of Bob's questions when asking my team for feedback, which has led to positive changes in how we operate. I've incorporated Bob's techniques in my interview process and conversations with my kids, wife, and friends. It's been an invaluable experience, and I'm better off for it.