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Rijuta Bhagwat, Director of Customer Success

Name: Rijuta Bhagwat, Director of Customer Success
Uploaded: 2023-10-14T18:05:44+00:00
Duration: 1 min 36 s
Channel: Bob London
Description: In this testimonial, Rijuta Bhagwat, Director of Customer Success, recounts meeting Bob London at a conference two years ago and inviting him to speak to…

14 Oct 2023 · 2 min

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1:36

In this testimonial, Rijuta Bhagwat, Director of Customer Success, recounts meeting Bob London at a conference two years ago and inviting him to speak to her development team about discovery questioning. She explains that while discovery questions seem obvious to customer success professionals, teams often fall back on familiar patterns because they feel unprepared to lead conversations with customers or executives. Bob's "Radically Authentic Discovery Questions" provided simple, easy-to-use techniques that transformed conversations, enabling customers to open up simply by rephrasing questions. Rijuta shares that she has applied these methods with family, friends, and in work settings, leading to more productive dialogues. She emphasizes that her confidence in using the techniques as a leader encouraged her team to adopt them as well. Concluding with a strong endorsement, she urges others who hesitate to try the approach, praises Bob as a valuable mentor, and expresses enthusiasm for future collaborations.

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You know, I met Bob London at a conference about 2 years ago, and when I learned what he did, I invited him to come speak at a development session with my team at the time. While the subject of asking discovery questions may seem like a no-brainer to us in customer success, it's uncanny how often we revert back to the status quo because We feel ill-equipped, insufficient to lead a conversation, a discussion with a customer, with an executive, with anyone we don't quite know as well. Well, Bob's Radically Authentic Discovery Questions, they offered us the exact solution there. They're very simple, easy-to-use techniques that get you so much further in a conversation. And I can't say how many times I've used these with my family, with my friends, and in a work setting. And we got so many customers to open up just because we rephrased the question that got them talking versus us talking. I knew that if I felt comfortable using these techniques as a leader, then the team would as well. So to all of you out there who are— that are hesitating, all I can say is Try it. It really works. As a success leader, Bob London, it's been a privilege to know you, learn from you, and I'm very glad to be providing this testimonial. I look forward to further opportunities where we can collaborate in the future as well.