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Kyle Weaver, Director of Customer Success

Name: Kyle Weaver, Director of Customer Success
Uploaded: 2024-06-19T19:06:08+00:00
Duration: 1 min 58 s
Channel: Bob London
Description: In this testimonial, Kyle Weaver, a director with 15 years of experience in B2B SaaS post‑sale roles, describes how he discovered Bob London’s “Radically…

19 Jun 2024 · 2 min

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In this testimonial, Kyle Weaver, a director with 15 years of experience in B2B SaaS post‑sale roles, describes how he discovered Bob London’s “Radically Authentic Discovery” approach on LinkedIn. He contrasts it with traditional, data‑heavy, agenda‑driven business reviews that limited listening. After piloting the agenda‑less, slide‑less method with a few customers, Weaver reports immediate changes: conversations shifted to active listening, customers spoke in their own language about priorities, and the team moved from guessing KPIs to genuine advisory dialogue. The new format eliminated drifting eyes, phone checking, and long three‑hour QBRs, reducing meetings to 30 minutes or less. Results included higher customer engagement, more authentic feedback, and greater efficiency. Weaver strongly recommends Bob’s content and thanks him for advocating the methodology.

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Hi, my name is Kyle Weaver, and I've been on the post-sale side of businesses for about the last 15 years, mainly in the B2B and SaaS space, in a mix of partnerships, account management, and customer success. And I came across Bob's Radically Authentic Discovery methodology on LinkedIn, and it was really refreshing to see somebody putting content out that resonated with the way that I had felt for so many years in the work that I was doing where we were kind of stuck in this old methodology of really strict and kind of stringent business reviews with big decks, a lot of data, and us talking and not really listening. And looking at Bob's agenda-less and slide-less content, it was like, ooh, this is kind of scary, like a little bit scary to try to implement. But we tested it with a few customers And I can tell you the change was immediate. All of a sudden we went from talking the entire time to really listening the majority of the time, and we got customers talking about their priorities in their language at that moment in time, which helped us really kind of become that advisor to how to help solve for those problems. So instead of us having to guess or really try to stand up some KPIs and say, look at how great we're doing, we turned it into an authentic conversation with customers about what's really important and how can we jointly solve this problem. So once we implemented this, the drifting eyes went away, the people checking phones during meetings went away, the 3-hour QBRs went away. We shortened them down to 30 minutes or less, and it's been a huge shift for us. Customers are more engaged, we're getting more authentic feedback, and it actually helps us be more efficient with what we're doing with our time. So if you haven't engaged with Bob's content, highly recommend doing so. And thank you, Bob London, for again being an advocate for this methodology. Really looking forward to continuing to implement it.