This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. 

Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.

Chapters:
00:00:00 - Intro
00:01:18 - Rod’s Background and Path to CS
00:02:42 - Journey from Product to Customer Focus
00:03:45 - Intuit’s Customer-Centric Approach
00:04:27 - Applying Experience Design Principles
00:05:02 - Hello CCO
00:07:00 - Developing Executive-Level Skills
00:09:08 - Practical Impact of REACH Framework
00:10:29 - Importance of Marketing Playbooks
00:11:16 - Commercial Focus in CS Teams
00:13:03 - Learning from Digital Marketing
00:15:45 - Embracing Digital and AI in CS
00:16:15 - Prioritizing Accounts with Growth Potential

Enjoy! I know I sure did...

Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/
Rod's Website: https://hellocco.com
Rod's Books:
- CCO Playbook: https://amzn.to/3y44XBS
- REACH: https://amzn.to/3Wn5wAm

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This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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