Olivia Gillaugh, Customer Success Enablement Manager

Hi, my name is Olivia. I've recently transitioned from a customer success manager role into a customer experience enablement role. But really what I found as a customer success manager was that we're all really struggling to maintain really productive and successful relationships with our clients. Um, and I was looking for new ways to do so, more ways to learn about my customers, and I found Bob's content on LinkedIn. I candidly was a little skeptical about the idea of a UBR versus a QBR or an EBR because it was just new to me and I was unfamiliar. Um, but I found that when I started asking the disruptive questions that Bob recommends and started to listen more than talk, I learned way more about my customers and what was going to make them successful and ultimately stickier than I was before. What was really, really cool though was once I started to transition into this enablement position, I started to meet with some of our vendors and I immediately recognized some Bob London type questions in one of our syncs, one of our success planning meetings. And I pinged the CSM. I said, this looks like Bob London content. This is so great. And just to hear it from the other side, to, you know, have that opportunity to talk and explain explain what's going on, what my struggles are, what'll make me successful. It really made me value the content that much more. So I'm very grateful for Bob London London for challenging me to, to use this new kind of method, and I can confirm that it works.