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The Digital Customer Success Podcast

Business & Economics Podcasts

This podcast is for Customer Success leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital Customer Success. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit https://digitalcustomersuccess.com

Location:

United States

Description:

This podcast is for Customer Success leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital Customer Success. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit https://digitalcustomersuccess.com

Twitter:

@dcspodcast

Language:

English


Episodes

AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040

2/22/2024
Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like. Topics covered include: there’ Enjoy! I know I sure did... Dickey's LinkedIn: https://www.linkedin.com/in/dickey/ Cast: https://cast.app/ Pure Storage ROI with Cast: https://cast.app/purestorage-roi ++++++++++++++++++ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:51:22

Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039

2/20/2024
James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future. In this episode, we cover topics including: Enjoy! I know I sure did... James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/ River Consultancy Group: https://www.riverconsultancygroup.co.uk/ Resources: https://dailystoic.com/https://amzn.to/3SHZabyShoutouts: https://www.linkedin.com/in/mickeypowell/https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/+++++++++++++++++ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:52:07

Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038

2/13/2024
Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point! Our conversation focused on: Enjoy! I sure did... Dee's LinkedIn: https://www.linkedin.com/in/deekapila/ Dee's Talk at Pulse in 2023: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx Dee's Substack: https://deekapila.substack.com/ Shoutout: Sam David ++++++++++++++++++ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:49:36

Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37

2/6/2024
Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS. In this episode, you'll hear about: Enjoy! I sure did! Ezra's LinkedIn: https://www.linkedin.com/in/ezimbler/ Customer Success Monthly Newsletter: https://www.linkedin.com/newsletters/7023248545004539904/ Customer Success Monthly YouTube Channel: https://www.youtube.com/@CustomerSuccessMonthly/ Shoutouts: Dan EnnisDeclan McKiernanAndy Best+++++++++++++++++ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:45:00

Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36

2/1/2024
Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions. In this fascinating interview we discussed: Sara’s LinkedIn: https://www.linkedin.com/in/saralynneroberts/ Bayview Talent: https://www.bayviewtalent.com/ Success Unscripted Podcast: https://www.unscriptedpod.com/ Resources: Crunchbase Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:55:29

Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035

1/30/2024
Reminder! Enter for a Gold Pass to the CS Festival in Austin: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge. It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting. In this fantastic conversation, we cover a lot of ground including: Annie's Industry Newsletter List Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:50:47

Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034

1/23/2024
Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin. There are so many valuable nuggets of information to pull away from our conversation in this episode including: Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/ Apps: Cast.appBagelContent: This is Growth PodcastRevenue Today PodcastCS Office HoursShoutouts: Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:55:11

Elevating CS Within Your Organization with Anita Toth | Episode 033

1/16/2024
Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Winner will be announced on Jan 31! +++++++++++++ Today's Guest: Anita Toth There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations. This conversation was jam packed with really great take-aways including: Anita's LinkedIn ATI Churn No More Leadership Workshop Resources: The School of Greatness: Lewis HowesDr. Joe DispenzaDoctor MikeSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:57:22

Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032

1/9/2024
Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS. I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include: Such great info from such a sweet person. I hope you enjoy...because I sure did! Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/ Bhavika's Website: https://www.bhavikakochhar.com/ CS Ladies initiative: https://www.linkedin.com/company/csladies/ Resources: Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategyhttps://amzn.to/3vtw6N6The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AIhttps://amzn.to/41Ob7R0+++++++++++++++++ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:36:36

How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031

1/2/2024
In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/ Happy New Year! Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago, Alyssa has incorporated a strong focus on data quality and automations into processes which help customers achieve success from onboarding through to tracking successes and outcomes. She and her team focus on intervening in times of trouble just as much as they like to help celebrate their customers' wins, which is a fantastic way to operate. In this episode, full of practical advice, we discuss: My favorite quote from the episode: "The goal of CSAT is not to get 5 stars but to see where there's smoke" Alyssa's LinkedIn Resources: https://amzn.to/3RJvsSSShoutouts: Erika SetlaGeorge WaltersJay NathanRod CherkasSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:55:36

Building Community in Digital Customer Success with Marie Lunney | Episode 030

12/12/2023
Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community. In this fun filled 45 minutes, Marie and I dig into: Enjoy! I know I sure did... Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/ Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/ Resources: https://www.csinsider.co/https://www.generalist.world/Shoutout: https://www.linkedin.com/in/elisabeth-c-8a811118/Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:45:03

Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029

12/5/2023
Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode. Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation. I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics: Enjoy! I know I sure did... Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/ Measure Over Method Newsletter: https://measureovermethod.com/ Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/ Resources: Principleshttps://amzn.to/3Ncg2FoShoutouts: Jon's CS Team at PendoErica Akroyd: https://www.linkedin.com/in/esakroyd/McKenna Claffey:https://www.linkedin.com/in/mckenna-claffey/Katie Latta: https://www.linkedin.com/in/katielatta/Samantha Walker: https://www.linkedin.com/in/samantha-walker-62a45649/ Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:01:12:19

Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028

11/28/2023
Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community. While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including: This was a fun one which made me smile listening back to it during the edit. Enjoy! I know I sure did... Jeff's LinkedIn: https://www.linkedin.com/in/jeffkushmerek/ Infinite Renewals: https://www.infiniterenewals.com Resources Mentioned in this Episode: https://podcast.gaingrowretain.com/https://blog.update.ai/blog/category/unchurned-podcast/https://www.saastr.com/podcasts/https://podcasts.apple.com/us/podcast/the-team-house/id1492797340https://podcasts.apple.com/us/podcast/zero-blog-thirty/id1151856991https://teamcoco.com/podcasts/conan-obrien-needs-a-friendShoutouts: Colleen SteinDan EnnisDavid EpperlyKara SmithSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:59:08

Scaling Customer Success the Totango Way with Chris Dishman | Episode 027

11/21/2023
I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy! It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS. In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like: My favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together." For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week. Chris' LinkedIn: https://www.linkedin.com/in/christopherdishman/ Totango: https://www.totango.com/ Resources: McKinzey & Company Articles:https://www.mckinsey.com/featured-insightsThe Effortless Experience: Conquering the New Battleground for Customer Loyalty: https://amzn.to/49qpNJBDecoder Podcast:https://www.theverge.com/decoder-podcast-with-nilay-patelShoutout: Allie Irvin @ Extreme Networks:https://www.linkedin.com/in/allie-irvin/Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:46:48

Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026

11/14/2023
This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including: Enjoy! I know I sure did... Markus' LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/ Remark-able: https://remark-able.at Resources: Customer Value Led Growth Framework:https://remark-able.at/customer-value-led-growth-book/UpdateAI: https://update.aiGamma: https://gamma.appSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:51:27

Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025

11/7/2023
In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors. As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building. In our conversation, we talk about: Enjoy! I know I sure did... Greg's LinkedIn: https://www.linkedin.com/in/gregdaines/ GregDaines.com: https://www.gregdaines.com/ ChurnRX: https://www.churnrx.com/ Shoutouts: Geoffrey MooreCrossing the Chasmhttps://www.linkedin.com/in/geoffreyamoore/Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:55:14

Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024

10/31/2023
In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes. Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs: Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!" This conversation was both fun and informative and I hope you enjoy it. I know I sure did... Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/ Website: https://www.donnaweber.com/ Resources Mentioned in this Episode: Books: Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Championshttps://amzn.to/3QEVbNmThe Paradox of Choice: Why More is Lesshttps://amzn.to/46NZUBXA More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas https://amzn.to/49gZ9CPThe ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results https://amzn.to/46PxNCmSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:49:36

One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023

10/26/2023
As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help: https://www.linkedin.com/feed/update/urn:li:activity:7122633026576031744/https://gofund.me/fc16dc72 Thank you! +++++++++++++++++++++++ Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization. In this fun discussion, we cover off a number of topics including: As you can see, a lot of info packed into this one. Enjoy! I know I sure did... Lane's LinkedIn: https://www.linkedin.com/in/laneholt/ Resources Mentioned in This Episode: https://girlsthatinvest.com/https://podcast.digitalcustomersuccess.com/2186702/13696934https://podcast.digitalcustomersuccess.com/2186702/13435077Digital CS Shoutouts: https://www.linkedin.com/in/melissaannallen/Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:49:23

Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022

10/24/2023
As a neutral podcast host, I am not supposed to pick favorites...so I won't. But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including: I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well. Enjoy! I know I sure did... Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung/ Lifetime Value Podcast: https://lifetime-value-the-customer-success-podcast.simplecast.com/ Resources Mentioned in this Episode: Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenuehttps://amzn.to/40bmr95The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Tablehttps://amzn.to/3QtNQA7The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Companyhttps://amzn.to/3QCzZHPDigital CS Shoutouts Mickey Powellhttps://www.linkedin.com/in/mickeypowell/Dan Ennishttps://www.linkedin.com/in/dan-ennis-cs/Support the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:01:02:04

Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021

10/19/2023
Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy. But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things. It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...cause hey...why not!? A few topics discussed today are: Enjoy! I know I sure did... Register for Alex & Kristi's ClientSuccess Webinar on the Symbiosis between Human and Machine here: https://www.clientsuccess.com/resources/clientsuccess-webinar-series-featuring-alex-turkovic-director-adoption-programs-at-snow-software-and-host-of-the-digital-customer-success-podcast Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/ Kristi's Website: https://www.kristifaltorusso.com/ ClientSuccess: https://www.clientsuccess.com/ Resources: https://amzn.to/3QhKRKNSupport the show+++++++++++++++++ Listener Submissions: If you'd like to call in with commentary or a question to be addressed in a future episode, call our submission line at +1 (512) 222-7381. Leave us a 2-3 minute message with your comment or question using either your real name or a pseudonym, and we'll feature your clip on the show! Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Duration:00:52:26