Episodes

Do you feel completely overburdened with work - but can't begin to imagine how to show someone else how to do it? Worried it won't get done correctly and you will be blamed? Learn how to stop choosing short term benefit over long term success in this episode: It's just easier if I do it... BY THE TIME YOU FINISH LISTENING, YOU’LL DISCOVER: How to delegate tasks in a way that your team will thank you for What to delegate - and what to keep for yourself How to create a culture of empowerment...

Want to know a secret? Setting your CS strategy is the easy part! What often prevents MOST CS leaders from achieving the results and recognition they hope for is their mindset. We'll dive into what the heck mindset is, how it affects your results, and how it needs to change as you move from an individual contributor to a leader. BY THE TIME YOU FINISH LISTENING, YOU’LL KNOW: The key differences between a CSM mindset and a CS Leadership mindset Advice for how to let go of perfectionism by low...

Have you struggled to find best practices on the customer journey? Or perhaps your CEO says you have one already - but when you look it's all about the pre-sales cycle... It turns out there are a few small - kind of stupid - reasons it's such a struggle. You'll learn the limitations of traditional customer journeys that focus on the company's perspective rather than the customer's required outcomes. We'll dig into the concept of Customer Value Realization Maps, which involves considering eve...

Humans don't think or behave like computers. You can't just run a command and get them to do what you want them to do. So why are you still basing your CS strategy based solely on logic? I'm Rachel Provan, CS Leadership Coach, Award Winning CS Strategist, and Certified Psych Nerd. I teach CS leaders how to build and scale world-class CS departments using a combination of strategy, leadership, and mindset, using my secret weapon, psychology. Come join me every Wednesday for Psychology of Custom...