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Listen "Why EQ is important in SaaS with Jenelle Friday, Founder @LionHeartCS"
Episode Synopsis
Today features a conversation with Jenelle Friday, founder of LionheartCS, to explore the significance of emotional intelligence (EQ) in the SaaS industry. Jenelle shares her personal journey towards understanding EQ, emphasizing the importance of self-awareness and how it impacts both personal and professional relationships.
Listen to learn practical strategies for enhancing emotional intelligence, the role of empathy in customer success, and the necessity of taking personal accountability. Jenelle encourages listeners to reflect on their identities beyond job titles and to actively manage their emotional well-being.
Takeaways
Emotional intelligence is crucial in SaaS.
Self-awareness is the foundation of emotional intelligence.
Understanding your triggers is key to managing emotions.
Empathy enhances customer relationships and success.
Personal accountability is essential for professional growth.
Comparison is the thief of joy; focus on your journey.
You can't draw water from an empty bucket; care for yourself first.
Filling your emotional bucket requires intentionality and self-care.
Mindfulness helps in recognizing emotional states.
Ask yourself, 'Who are you?' to discover your true self.
Contents
00:00 Introduction to Emotional Intelligence in SaaS
03:04 Jenelle's Journey to Emotional Intelligence
06:05 The Importance of Self-Awareness
08:54 Connecting Personal Life to Work
12:03 The Role of Empathy in Customer Success
15:12 Understanding Emotional Triggers
17:52 Filling the Emotional Bucket
21:11 Practical Steps for Emotional Intelligence
23:45 Final Thoughts and Homework Assignment
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
Listen to learn practical strategies for enhancing emotional intelligence, the role of empathy in customer success, and the necessity of taking personal accountability. Jenelle encourages listeners to reflect on their identities beyond job titles and to actively manage their emotional well-being.
Takeaways
Emotional intelligence is crucial in SaaS.
Self-awareness is the foundation of emotional intelligence.
Understanding your triggers is key to managing emotions.
Empathy enhances customer relationships and success.
Personal accountability is essential for professional growth.
Comparison is the thief of joy; focus on your journey.
You can't draw water from an empty bucket; care for yourself first.
Filling your emotional bucket requires intentionality and self-care.
Mindfulness helps in recognizing emotional states.
Ask yourself, 'Who are you?' to discover your true self.
Contents
00:00 Introduction to Emotional Intelligence in SaaS
03:04 Jenelle's Journey to Emotional Intelligence
06:05 The Importance of Self-Awareness
08:54 Connecting Personal Life to Work
12:03 The Role of Empathy in Customer Success
15:12 Understanding Emotional Triggers
17:52 Filling the Emotional Bucket
21:11 Practical Steps for Emotional Intelligence
23:45 Final Thoughts and Homework Assignment
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
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The Quality of Your Questions: CS Secrets from the Trenches with Todd Kirk and Casey Trujillo
18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
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