Best Net Revenue Retention Podcasts (2025)

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Mastering Expansion: Four Indicators Every Customer Success Leader Must Know 9:36

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5d ago9:36

9:36

As CS leaders, we all want growth — but let’s be honest… By the time we talk about expansion, it’s often too late. The customer has gone cold. The opportunity has slipped. And someone asks: “Why didn’t we see this coming?” In this final episode of Season 1, I share: ✅ The 4 early signals of expansion readiness ✅ How to proactively surface upsell/cr…

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Breaking the Silos — Growth Starts with Cross-Functional Alignment 13:51

2M ago13:51

13:51

As CS leaders, we’re often held accountable for retention and expansion. But those outcomes depend on more than our team. They rely on: - Sales, and how well they set expectations. - Product, and whether it listens and delivers value. - Support, and how it handles customer friction. - Implementation, and how quickly they deliver time-to-value. - Bi…

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How to Build a High Performing CS Team that does not Burn-Out 8:52

2M ago8:52

8:52

As CS leaders, we face a tough balancing act: ✅ Deliver retention and growth targets. ✅ Keep your team engaged, productive, and thriving. But here’s the problem: We might prioritize performance over people and leave enablement as an afterthought. What happens? High turnover. Morale dips. And ironically, performance suffers. Here’s how to avoid the …

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The 4 Therapist Types (And Why #2 Is Your Biggest Problem) 55:09

2M ago55:09

55:09

In this episode, David O'Sullivan and Paddy discuss the challenges faced by clinic owners and therapists, focusing on the importance of understanding the therapist's role, the customer journey framework, and the significance of metrics in clinical practice. They explore the transition from problem unaware to solution aware, emphasizing the need for…

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From Pressure to Performance — Where to Start as a CS Leader? 5:09

3M ago5:09

5:09

The primary focus of this podcast episode is the transition from pressure to performance for customer success leaders. As we navigate the intricate demands of our roles, it becomes paramount to establish clarity, trust, and small, impactful wins within our teams. I elucidate that many leaders succumb to the temptation of immediate reactionary measu…

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From Adoption to Growth: A Leader's Guide to Customer Success 10:55

3M ago10:55

10:55

The imperative focus of this podcast episode is the transition of customer success from a mere retention strategy to a robust growth mandate. As we delve into the intricacies of this shift, we will explore how customer success leaders must not only declare the necessity for growth but also actively cultivate the means by which their teams can achie…

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Trailer - CS Shift Podcast 1:13

3M ago1:13

1:13

Welcome to CS Shift — the podcast that goes beyond retention with real strategies for Customer Success in the new era. I’m Nandi Dossou, a CS Executive based out of Paris, and over the past 12+ years, I’ve helped CS teams across Europe scale with purpose — delivering 90%+ retention and millions in recurring revenue. But here’s the truth: the expect…

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Building A 'Go-To' Clinic: The Hidden Confidence Crisis: What Your New Therapist Won't Tell You 32:21

3M ago32:21

32:21

In this episode of the ‘Go-To’ Physio podcast, David O'Sullivan and Paddy Mulligan discuss the hidden confidence crisis faced by new therapists in private practice. They explore the common challenges in hiring, the importance of communication and setting clear expectations, and how to build confidence in new hires. The conversation emphasizes the n…

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Episode 20 - Final Thoughts and Action Steps - 20 13:16

3M ago13:16

13:16

Final Thoughts and Action Steps for Short-Term Rental Success In this final episode of The Guide to Short-Term Rental Management, we bring everything together with a focus on practical implementation. After covering the full spectrum of short-term rental operations—from legal setup and guest experience to scaling and future trends—this episode is a…

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Episode 19 - Bonus – Confessions of a Property Manager - 19 15:12

3M ago15:12

15:12

Confessions from the Front Lines of Short-Term Rental Management In this special bonus episode, we step away from structured lessons to share real-life stories and lessons from experienced short-term rental property managers. These candid confessions offer a behind-the-scenes look at the challenges, surprises, and rewarding moments that come with m…

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Episode 18 - The Future of STR Property Management - 18 17:20

3M ago17:20

17:20

The Future of Short-Term Rental Property Management In this episode, we explore what lies ahead for the short-term rental industry and how property managers can prepare for a rapidly evolving landscape. As the industry continues to grow and mature, staying ahead of trends and adapting to change will be essential for long-term success. We begin by e…

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Episode 17 - Scaling Your Management Company - 17 18:16

3M ago18:16

18:16

Scaling Your Short-Term Rental Management Business for Sustainable Growth In this episode, we explore how to strategically scale your short-term rental management company while maintaining quality, efficiency, and profitability. Building on the foundational elements of a successful property management operation, we dive into the key signs that indi…

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Episode 16 - Managing Owner Relationships - 16 16:41

3M ago16:41

16:41

Managing Owner Relationships in Short-Term Rental Property Management In this episode, we dive into the essential strategies for building and maintaining strong, professional relationships with property owners in the short-term rental industry. Once you've successfully onboarded new clients, the real work begins—ensuring their satisfaction, trust, …

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Episode 15 - Branding, Marketing & Owner Acquisition - 15 16:31

3M ago16:31

16:31

Branding and Marketing Strategies for Short-Term Rental Managers In this episode, we explore how short-term rental property managers can build a strong brand, market their services effectively, and attract new property owners to grow their management portfolio. As the short-term rental industry becomes increasingly competitive, operational excellen…

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Episode 14 - Building and Managing Your Team - 14 18:03

3M ago18:03

18:03

Building and Managing an Effective Short-Term Rental Team In this episode, we explore the essential strategies for building and managing a high-performing team in the short-term rental management industry. As your business grows or seeks greater efficiency, having the right people in the right roles becomes critical to delivering consistent service…

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Episode 13 - Financial Tracking, Reporting & Owner Statements - 13 16:36

3M ago16:36

16:36

Financial Tracking and Reporting for Short-Term Rental Managers In this episode, we explore one of the most critical aspects of short-term rental management: financial tracking, reporting, and owner statements. Whether you're managing a few properties or scaling a larger operation, maintaining clean, accurate financial records is essential for buil…

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Episode 12 - Managing Multiple Platforms and Listings - 12 17:36

4M ago17:36

17:36

Managing Multiple Short-Term Rental Platforms and Listings Effectively In this episode, we explore the operational complexities and strategic opportunities of managing short-term rental listings across multiple platforms. As a property manager or host, expanding your presence beyond a single booking site can significantly boost visibility and reven…

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Episode 11 - Dynamic Pricing and Revenue Management - 11 16:30

4M ago16:30

16:30

Dynamic Pricing Strategies for Maximizing Short-Term Rental Revenue In this episode, we dive deep into one of the most critical components of short-term rental success: dynamic pricing and revenue management. Whether you're managing a single vacation property or a growing portfolio of rentals, understanding how to adjust your pricing strategy in re…

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Episode 10 - Guest Communication and Hospitality - 10 18:21

4M ago18:21

18:21

Mastering Guest Communication and Hospitality in Short-Term Rentals In this episode, we explore one of the most vital aspects of short-term rental management: guest communication and hospitality. While technology and operational systems are essential, it’s the human element—how you interact with guests—that truly defines the experience and sets you…

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Episode 09 - Smart Operations and Workflow Efficiency - 09 20:23

4M ago20:23

20:23

Smart Operations and Workflow Efficiency in Short-Term Rentals In this episode, we explore how smart operations and workflow efficiency can transform short-term rental management. Building on the foundation of Property Management Systems and automation discussed previously, we dive into specific technologies and intelligent processes that streamlin…

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Episode 08 - Automation Systems and Centralized Management - 08 25:17

4M ago25:17

25:17

Automation and Centralized Management for Short-Term Rental Success In this episode, we explore how automation and centralized management can transform your short-term rental operations. As your portfolio grows or you aim to streamline even a few properties, leveraging the right technology becomes essential. We dive into the role of Property Manage…

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Episode 07 - STR Insurance Demystified - 07 19:44

4M ago19:44

19:44

Short-Term Rental Insurance Essentials for Property Managers and Owners In this episode, we take a deep dive into one of the most critical yet often misunderstood aspects of short-term rental management: insurance. Whether you're a property manager or a property owner, understanding the right insurance coverage is essential to protect your investme…

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Episode 06 - Legal matters every PM must know - 06 16:04

4M ago16:04

16:04

Legal Essentials for Short-Term Rental Property Managers In this episode, we take a deep dive into the legal landscape every short-term rental property manager must understand to operate responsibly and protect both their clients and their business. As the short-term rental industry continues to grow and evolve, so too do the regulations that gover…

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Episode 05 - Maintenance and Property Care - 05 21:33

4M ago21:33

21:33

Maintenance Strategies for Safe, Profitable Short-Term Rental Properties In this episode, we explore the critical role of maintenance and property care in short-term rental management. A well-maintained property not only ensures guest safety and satisfaction but also protects the owner’s investment and upholds your brand’s reputation. We’ll walk th…

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Episode 04 - Housekeeping Systems and Staff Management - 04 21:50

4M ago21:50

21:50

Housekeeping Systems That Drive Guest Satisfaction and Operational Excellence In this episode, we dive into the critical role of housekeeping systems and staff management in short-term rental operations. Cleanliness is one of the most influential factors in guest satisfaction, and maintaining high standards requires more than just a quick tidy-up. …

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Episode 03 - Onboarding New Properties - 03 21:08

4M ago21:08

21:08

Onboarding New Short-Term Rentals for Long-Term Success In this episode, we dive into the critical process of onboarding new properties into your short-term rental management portfolio. This phase is where your planning and expertise begin to directly influence a property’s performance and the owner's satisfaction. A well-executed onboarding proces…

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Episode 02 - Building Your Property Management Business - 02 15:45

4M ago15:45

15:45

Building Your Property Management Business In this episode of The Guide to Short-Term Rental Management, we move from defining the role of a property manager to the essential steps involved in building a legally sound and operationally effective property management business. Whether you're just starting out or refining your existing setup, this epi…

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Episode 01 - Understanding the Role of a Property Manager - 01 16:03

4M ago16:03

16:03

Understanding the Role of a Short-Term Rental Property Manager In this episode, we kick off our comprehensive series on professional short-term rental management by laying a strong foundation: understanding the full scope of the property manager’s role. Whether you're just starting out or looking to refine your operations, this episode offers a dee…

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Customer Success Challenges While Scaling Up W/ Parul Bhandari 29:00

9M ago29:00

29:00

Have you ever wondered what challenges customer success managers (CSMs) face, especially when companies focus solely on sales? In this episode, we dive into one of the biggest issues CSMs encounter – the early lack of focus on essential business fundamentals.In this episode, we’re joined by Parul Bhandari, an experienced customer success leader, wh…

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The 3 Step ‘Go-To’ Clinic Hiring System For Finding Great ‘Go-To’ Private Practice Therapists 13:06

10M ago13:06

13:06

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the three-step hiring process essential for clinic owners seeking true freedom through great staff. He emphasizes the importance of a structured approach to hiring, which includes a phone interview, a Zoom interview, and an in-person interview. Each step is designed to assess cand…

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How To Install Packages Of Care Without Feeling Salesy 19:50

10M ago19:50

19:50

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation of packages of care in a clinical setting without feeling salesy. He emphasizes the importance of understanding patient value outcomes, empowering patients to co-create their care plans, and ensuring that every session has a clear plan. The conversation highligh…

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How To Use Numbers The Right Way To Improve Your Therapists Performance 20:50

10M ago20:50

20:50

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the importance of using performance metrics effectively to enhance therapist accountability and improve patient outcomes. He emphasizes the need to identify therapist willingness, implement patient-defined value outcomes, and understand the patient journey. O'Sullivan also highlig…

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How To NATURALLY Increase Your Therapists Reviews And Referrals 14:58

10M ago14:58

14:58

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses how to naturally increase therapist reviews and referrals by focusing on patient value and expectations. He emphasizes the importance of aligning treatment plans with what patients perceive as valuable and setting clear expectations from the first session. The conversation outline…

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How To Use Net Promoter Score To Improve Your Therapists Performance And Your Clinic Standards 11:26

10M ago11:26

11:26

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation and benefits of the Net Promoter Score (NPS) in clinic management. He explains how NPS can enhance therapist performance and clinical standards by categorizing patient feedback into promoters, pacifiers, and detractors. The episode emphasizes the importance of t…

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The Three Main Growth Levers In Private Practice For A Sustainable ‘Go-To’ Clinic 23:26

10M ago23:26

23:26

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the three main growth levers essential for building a sustainable private practice. He emphasizes the importance of maximizing customer lifetime value, improving sales conversions, and optimizing marketing channels. The conversation highlights the need for realistic budgeting base…

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How To Improve Your Therapists Patient Visit Average Ethically 18:53

10M ago18:53

18:53

In this episode, Dave O'Sullivan discusses the importance of improving the patient visit average (PVA) in physiotherapy practices. He explains how to calculate PVA, its significance in clinic metrics, and the various factors that influence it, including patient engagement, therapist performance, and the use of packages of care. The conversation emp…

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How To Track And Improve Your Therapists Drop Off / Cancelled Did Not Rebook Rates 22:07

10M ago22:07

22:07

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses strategies to improve therapist drop off rates and cancellation percentages. He emphasizes the importance of understanding metrics related to patient engagement and the patient journey. The conversation covers the significance of patient value outcomes, the stages of the patient j…

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How To Improve Your Therapists Packages Of Care Conversions 21:50

11M ago21:50

21:50

Summary In this episode, Dave O'Sullivan discusses how to ethically sell packages of care in a therapy setting. He emphasizes the importance of building trust with patients, understanding their needs, and presenting treatment plans that align with their goals. The conversation covers the stages of patient engagement, the significance of clinical sy…

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How To Create A Positive Impact As A Customer Success Manager w/ Jeff Mar 29:09

11M ago29:09

29:09

How do you make meaningful connections in customer success? Do you really need a mentor, and if so, how do you find one? We answer all these questions in this exciting episode of our podcast!Join us as we sit down with Jeff Mar, co-author of an insightful book on customer success. In our conversation, Jeff shares his journey in the industry, his ex…

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How To Improve Your Therapists Initial Assessment Rebook Rate 29:16

11M ago29:16

29:16

Summary In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the critical importance of improving the initial assessment rebook rate (IA Rebook Rate) for therapists. He emphasizes that this metric is a key indicator of patient engagement and clinic success. The conversation covers various strategies to enhance the IA Rebook Rate, in…

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Tactics To Decrease Churn And Expand Revenue w/ Peter Armaly 32:03

11M ago32:03

32:03

In the 20th episode of Scale Tale, Mausmi Ambastha is joined by customer success expert Peter Armaly for a deep dive into the true essence of CS leadership.Why should you tune in? ✅ Peter shares insights on the must-have skills for CS leaders✅ Walk away with actionable strategies to level up your CS leadership✅ Learn how to motivate your team to go…

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Can Advocacy Generate Revenue w/ Christian Jakenfelds 31:36

11M ago31:36

31:36

No doubt about the fact that Net Revenue Retention (NRR) is vital, but it overlooks a crucial aspect of customer value: advocacy. Imagine a customer so thrilled with your product that they enthusiastically refer others. Despite this, customer success teams often don’t get the recognition they deserve for this kind of advocacy-driven growth. Even if…

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How To Create A Self Managing Therapists In Your Private Practice 27:45

11M ago27:45

27:45

summary In this episode, Dave O'Sullivan discusses the importance of creating self-managing therapists in private practice. He emphasizes the need for clinic owners to empower their therapists with the right tools, knowledge, and a supportive culture that prioritizes patient value outcomes. The conversation covers the significance of having high-wi…

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Ethically Double Your Profits Without Needing More New Patients With The ‘Go-To’ Clinic Head Physio Dashboard 28:10

11M ago28:10

28:10

Summary In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses strategies for clinic owners to ethically double their profits without needing to acquire new patients. He emphasizes the importance of defining success, understanding financial metrics, and optimizing the patient journey. By leveraging patient value outcomes and focusing …

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The 'Go-To' Clinic Patient Journey: 6 Stages to Predictable Reviews & Referrals 26:46

11M ago26:46

26:46

Summary In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the GoToClinic patient journey, outlining a six-stage framework designed to enhance patient engagement, improve therapy outcomes, and increase referrals. Each stage is critical for ensuring patients progress through their treatment effectively, from initial buy-in to achie…

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Building A 'Go-To' Clinic: The Head Physio Dashboard: Essential Metrics for Clinical Success 21:01

11M ago21:01

21:01

In this episode of the ‘Go-To’ Physio podcast, Dave O'Sullivan discusses the ‘Go-To’ Clinic Head Physio dashboard and the essential metrics for achieving clinical success. He emphasises the importance of understanding and utilising numbers to improve clinic performance, patient outcomes, and profitability. The conversation covers key metrics, the p…

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Building A 'Go-To' Clinic: Creating A ‘Patient Defined Value Outcomes’ Clinic Culture 19:25

12M ago19:25

19:25

Summary In this episode of the ‘Go-To’ Physio podcast, Dave O'Sullivan discusses the importance of embracing a patient defined value-based outcomes culture in clinics. He emphasises the need for clinic owners and therapists to understand and prioritise patient expectations and perceived value over internal clinical outcomes. By focusing on how pati…

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Building A ‘Go-To’ Clinic: From Burnt Out To Finally Gaining Freedom 21:25

1y ago21:25

21:25

Summary In this episode, David O'Sullivan interviews Liz Cummins, a physical therapist and clinic owner of Enhanced Motion, about her journey from starting out in her career to successfully running her own clinic. They discuss the challenges and fears Liz faced when transitioning to full-time private practice, the importance of hiring staff, and ho…

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Building A 'Go-To' Clinic: 6 Head Physio Milestones to Solve Complex Cases And Generate Referrals 54:28

1y ago54:28

54:28

This episode of the ‘Go-To’ Physio podcast focuses on the six head physio milestones that help solve complex cases and consistently generate reviews and referrals. The head physio systems are crucial for clinic owners to achieve true freedom and protect the reputation of their clinic. The head physio systems are responsible for the profit engine of…

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Building A 'Go-To' Clinic: From Burnout To Balance 35:02

1y ago35:02

35:02

This episode of the ‘Go-To’ Physio podcast focuses on building a ‘Go-To’ Clinic that provides true freedom for clinic owners. The hosts, Dave O'Sullivan and Paddy Mulligan, discuss the importance of having a clear vision, understanding how time is spent, and setting goals. They emphasise the need for numbers, people, and systems to achieve freedom.…