Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.

In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS' position within organizations and delivering customer value digitally.

Enjoy, I know I sure did!

Joel's LinkedIn: https://www.linkedin.com/in/joelpassen/
Sturdy: https://www.sturdy.ai/

Resources Mentioned in this Episode:

• Kenn So - Writer at Generational: https://www.generational.pub/
• G2 - B2B Buyer Behavior Trends Article: https://learn.g2.com/software-buyer-behavior-trends
• Tomasz Tunguz - https://tomtunguz.com/
• Book: Power and Prediction: The Disruptive Economics of Artificial Intelligence
• Book: The Checklist Manifesto
• Tool: Gamma - https://gamma.app/ - build presentations with AI

Support the show

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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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

OK - this one was extra fun!

In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI).

Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.

Enjoy! I know I sure did...

Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Josh's LinkedIn: https://www.linkedin.com/in/jschachter/
Mickey's LinkedIn: https://www.linkedin.com/in/mickeypowell/

UpdateAI: https://www.update.ai/

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!

So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.

Stacie also discusses her background in Marketing and how well it translates into a career in CS.

Enjoy! I know I sure did...

Stacie's LinkedIn: https://www.linkedin.com/in/stacie-kaufman-chaney-360339b/

Resources Mentioned in this Episode:

• Podcast
  • Gain Grow Retain: https://podcast.gaingrowretain.com/
  • Unchurned: https://podcasts.apple.com/us/podcast/unchurned/id1635997357
  • Beating The Drum: https://beatingthedrum.com/

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.

One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.

In our conversation, Ralphie and I discuss a wide array of topics including:

• The CS Excellence Awards
• Building CS and Digital CS functions from the ground up
• Creating great culture
• Ralphie's unique tech stack 
• Equity & inclusion in tech & CS
• Empowering teams to take ownership
• ...among other things.

Enjoy! I know I sure did...

Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/
Radical CS: https://www.radicalcs.com/

Resources Mentioned in this Episode:

• Books
  • Orbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhV
  • Customer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHz
  • The Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3
• Community:
  • Success in Black: https://www.successinblack.co/
• Podcast
  • The CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcast

Digital CS Kudos!
(i.e. who's doing great things in Digital Customer Success)

• Nick Sanders: https://www.linkedin.com/in/nick-sanders1/ 
  • Director, Digital CX Strategy at Dental Intelligence
  • Winner of the Most Innovative Strategy Award at Customer Success Excellence Awards

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!

In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc.

Enjoy! I sure did.

Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/
JanYoungCX: https://janyoungcx.com
CS Office Hours: https://lu.ma/successhour

Resources Mentioned in this Episode:

• Tools worth checking out:
  • Fathom: https://fathom.video/
  • UpdateAI: https://update.ai
  • Staircase: https://staircase.ai
  • Involve: https://www.involve.ai/
  • Imersa: https://www.immersa.ai/
  • Hook: https://hook.co/
  • RevOS: https://www.revos.ai/
  • Intelligage: https://completecsm.ai/intelligage-home/

Digital CS Kudos!

• Awards for Digital CS
  • Everafter: https://www.everafter.ai/blog/most-creative-customer-success-leaders-2023
  • Customer Success Excellence Awards: https://www.customersuccessexcellence.com/

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now.

In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!

Enjoy! I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/
GGR: https://gaingrowretain.com
Higher Logic: https://higherlogic.com

Resources Mentioned in this Episode:

• Newsletters:
  • Chartr Newsletter - Data visualization: chartr.co
• Podcasts
  • My First Million: https://www.mfmpod.com/

Digital CS Kudos!

• Greg Danes on the value of paying for education
• Matt Dixon on reducing effort
• Monday.com

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.

In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!

Enjoy!

Jeff's LinkedIn: https://www.linkedin.com/in/jeffbeaumont/
Jeff's Blog: https://jeffreybeaumont.com

Resources Mentioned in this Episode:

• Gainsight Pulse Recorded Sessions
• GitLab Handbook - the framework GitLab uses to measure customer health
• Podcasts
  • They Said: Real Strategies for Customer Success
  • Operations with Sean Lane
  • SaaStr Podcast
  • Customer Success Strategy with Nils Vinje
• Books
  • The Tyranny of Metrics by Jerry Z Muller
  • Parenting from the Inside Out by Daniel J Siegel and Mary Hartzell

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.

Bhavani's LinkedIn: https://www.linkedin.com/in/bhavani-prasad-v-1026a2129/

Resources Mentioned in this Episode:

• Book: Customer Success Professional's Handbook by Ashvin Vaidyanathan & Ruben Rebago: https://amzn.to/3Jusxud
• Podcast: Gainsight Game Changer Podcast

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs.

Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Resources Mentioned in this Episode:

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Tool: Chili Piper - scheduling for lead conversion
• Podcasts:
  • Unchurned
  • GGR
  • Success League Radio

Shoutouts to Digital CS Pioneers:

• Dan Ennis @ Monday.com
• Lane Hart @ Heap
• Catalyst software for their open publications of CS best practices

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS.

Mickey's LinkedIn
UpdateAI

Resources Mentioned in this Episode:

• Good Strategy Bad Strategy: The Difference and Why It Matters by Richard Rumelt
• Chat GPT for Customer Success by Mickey Powell

Shoutouts to Digital CS Pioneers:

• Jeff Beautmont @ Gitlab (featured in episode 3 of this podcast)
• Dan Ennis @ Monday.com

Support 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com