What if you could transform customer interactions into lasting success?

Tag someone who needs to rethink their approach to customer journeys!

Today, we're diving into CJ Casuto's powerful question about creating a seamless journey from implementation to adoption.

Many organizations treat customer success, implementation, and product adoption as separate phases. But what if I told you that aligning these phases can lead to measurable value?

First, we need to capture sales intelligence. Knowing how your team operates under pressure is crucial. Understand the roles, political dynamics, and what success looks like for your leaders.

If you don’t define success from their perspective, you might create something that works but doesn’t truly matter.

To avoid this, ensure your CRM captures vital stakeholder information and triggers actionable insights. Your CRM should be the nervous system of your customer journey, not just a database.

Let's rethink how we approach customer success together!

Episode Description:

In this episode of Beyond the Launch, we sit down with Scott MacDonald, CEO of GovWorx, to explore why the best solutions aren’t built in isolation. They’re built in partnership.

Scott shares how engaging customers and partners from diverse backgrounds leads to stronger products, more effective projects, and better outcomes for the people who rely on them, especially in public safety.

From collaboration to innovation, this conversation highlights what it really takes to build with purpose and deliver results that matter.

🎧 Listen now and join the conversation.

#BeyondTheLaunch #PublicSafety #Leadership #Innovation #GovTech #Collaboration #ArtificialIntelligence #EmergencyCommunications

Episode Description:

Most implementations fail not because of technology, but because of energy. In this mini-episode of Beyond the Launch, we explore ten practical and leadership-driven strategies to ignite enthusiasm across your organization during major projects and system implementations.

From empowering new voices to building momentum and creating shared ownership, this episode challenges leaders to move beyond project management and into true engagement. If you want your next implementation to inspire and not exhaust your team, this conversation will change how you lead the process.

Exploring the Rise of “Customer Obsessed” with Emilee Schulzke Voegele

Episode Description

In this episode of Beyond the Launch, I sit down with Client Success Strategist and Manager Emilee Schulzke Voegele to explore an emerging term gaining traction in SaaS organizations: Customer Obsessed.

As Customer Success continues to mature as a discipline, some leaders are reframing the conversation and shifting from reactive service models to enterprise-wide alignment around customer outcomes.

But what does “Customer Obsessed” actually mean?
Is it simply a rebranding of Customer Success?
Or does it represent a deeper structural and strategic evolution?

Together, we discuss:

• How Emilee defines “Customer Obsessed”
• Whether this is mindset, structure, or strategy
• The implications for Customer Success leaders
• And how this shift impacts adoption, especially in complex, mission-critical environments like 9-1-1

Because if Customer Success is about outcomes, then customer obsession may be about ownership at every level of the organization.

Hosted by Ivan Whitaker, MBA, PMP

What if success wasn’t go-live, but the moment your user partners say, “We can’t live without it”?

In the debut episode of Beyond the Launch, we redefine what Customer Success really means in 9-1-1 technology. Adoption doesn’t start after implementation. It begins in sales and must be woven through every stage of the journey.

Because real success isn’t installing software.
It’s becoming indispensable.