Hosted by Daphne Lopes · 🇺🇸 US · EN · 40 episodes
Established thought leaders with verified media credentials.
In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business. We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.
Daphne Lopes hosts This is Growth!, a business show with 40 episodes published.
Most B2B companies treat customers as an audience. The best ones treat them as a growth channel. In this episode, I'm joined by Gal Biran, Founder & CEO of Base to unpack what it looks like when customers become your mos
Customer journey orchestration is everywhere right now. Slides. Demos. Board decks. But most CS teams are trying to force customers through a neat journey that doesn’t exist. In this Growth Pill, I break down: Why rigid
When a customer complains, most people rush to explain, defend, or panic. That’s how small issues turn into big frustrations and even churn. Here’s the framework I teach every customer-facing professional to turn these s
In this episode of Growth Pills, I unpack three shifts that are quietly breaking the old CS model.1 - Products are no longer selling features. They are delivering outcomes, fast. AI sets a new bar for time-to-value and c
Measuring customer value is hard. That’s exactly why 56% of companies still avoid it. But here’s the uncomfortable truth: not measuring value is even harder. No evidence at renewal. No clear signal on how your customer i
Too many CSMs fall into the same trap. They build a brilliant relationship with one person inside the customer’s organisation, only to see everything fall apart the moment that person leaves. I’ve watched this play out f
Most CS teams aren’t failing at AI because the tech is bad. They’re failing because their data is a mess. For years, CSMs held everything together. Missing fields? Call someone. Conflicting info? Chase three teams. Weird
Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still ha
I used to believe success came from getting others to change — their mindset, their behaviour, their way of working. But here’s the truth: you can’t change anyone. You can only change yourself. How you show up. How you c
When customers need help, they’re not opening your help centre or watching your tutorials. They’re asking ChatGPT. And if your content isn’t AI Engine Optimised (AEO), AI won’t find it, or worse, it’ll make things up. In
Let's cut through the noise about AI “replacing” Customer Success. The truth? AI will make CS teams more valuable than ever. Here’s why: CS owns the value realisation journey, guides customers through complex change, and
Too many CS leaders confuse measuring impact with tracking execution. In this Growth Pill, Daphne breaks down why the two are completely different and why mastering both is the key to running a high-performing CS organis
Increasing retention by 5% can improve your profits by 95%. So getting your CS engine working is the key to durable growth. Learn 5 ways to do just that here. And sign up to the newsletter here -> https://thisisgrowth.me
If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen. In this clip, I break down why giving CSMs quotas and tying them to expansions backfir
In this episode, learn how to turn “value realisation” from a buzzword into a repeatable system that drives retention and growth. Join Daphne Costa Lopes as she sits down with Natalia, a seasoned Customer Success leader
In this episode, learn how to align Customer Success and Product to drive impact at scale. Join Daphne Costa Lopes as she sits down with Jon Dick, SVP of Customer Success at HubSpot, to explore how a business with over 2
Ever wondered how companies effectively integrate customer feedback into products? I chat with Brian and Max, founders of Twine, an AI-driven platform that connects go-to-market and product teams. We discuss turning insi
In this episode, discover how you can delver customer outcomes and improve customer retention in your long tail. Join Daphne Costa Lopes as she explores how Gemma Cipriani-Espineira has built scalable CS teams at compani
How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3) In this series, we cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the r
In this series, we cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords. Our special guest Elias brings h
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This is Growth! is hosted by Daphne Lopes. The show is categorised under business (management) and has published 40 episodes.
This is Growth! has published 40 episodes.
This is Growth! regularly covers business, management. It sits in the business category, with a management focus.
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