Decoding Digital

What’s the impact of customer success in a subscription economy? Nick Mehta suggests customer success is one of the most transformative strategies you can use to future-proof your subscription-based business. He explains why in this episode. Nick also discusses how to turn customers into advocates and why company culture is at the core of his strategy as the CEO.

Nick shares his thoughts on...

Evolving Customer Success Models

“Your product is evolving every year and therefore your customer success and customer experience should evolve. One year you might be focused on getting customers to deploy. The next year, getting them to engage. That means that the organizational model must evolve too.”

Enabling Channel Partner Success

“One model is enabling your channel to actually deliver customer success, sharing best practices, technology content, and making sure they’re doing it in partnership with you. The second is applying this customer success concept to the way you manage the channel, where your partners are actually your customers as well.”

Humanizing Business

“Business was created for human beings. It doesn't exist for its own sake. Businesses exist to serve humans and you can't forget the human in business.”

Should CEOs be fearless? Amy Chang thinks not. In fact, Amy credits fear as one of the biggest motivators throughout her impressive career so far. In this episode, Amy reveals the mindset behind her biggest career decisions to date, what inspires her to lean into the unknown, and the techniques she uses to master her entrepreneurial fears.

Amy shares her thoughts on...

Embracing the Unknown:

“I think if you're not scared at all, either you're fooling yourself or there might be something pathologically wrong with you, because if you're going from complete security to complete insecurity, all humans will experience moments of fear of the unknown. I think that's very natural and normal. And how you push through that fear and how you make it useful to you. That's the part that I think we all are training on and trying to be better at.”

Leaning into Fear:

“I actually think that fear can be a very healthy thing. It can help speed up urgency. It can help make certain that you're prioritizing things properly and prioritizing resources properly. Because figuring out what to say ‘no’ to is as important as whatever you say ‘yes’ to.”

The Myth of Fearless Leaders:

“I think it is such a common misconception that if you feel fear that perhaps you're not qualified to be CEO, that perhaps you shouldn't be an entrepreneur because entrepreneurs are fearless. And I just don't think that's true.”