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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. - SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056

SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

06/11/24 • 46 min

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Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.

Chapters:

  • 00:02:28 - Introducing Jay Nathan
  • 00:04:44 - A background in software engineering & web development
  • 00:08:52 - Institutionalizing customer centricity
  • 00:11:05 - Creating a great culture for employees
  • 00:13:19 - Customer success and organizational capability
  • 00:15:22 - Validating usability through customer interviews
  • 00:17:26 - The ABCAI methodology
  • 00:19:34 - Driving outcomes with digital
  • 00:21:43 - AI in the customer success world
  • 00:23:49 - Tailoring technologies for different team structures
  • 00:25:54 - The changing economics of SaaS
  • 00:30:13 - Human-to-human connections
  • 00:32:32 - Managing the customer life cycle
  • 00:34:37 - The intersection of company culture and ROI
  • 00:36:40 - Automating the business development function
  • 00:38:41 - Engaging with customers using marketing tricks

00:40:40 - Shout outs
Enjoy! I know I sure did...
20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs

Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/
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This episode was edited 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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This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

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.
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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

06/11/24 • 46 min

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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. - SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056

Transcript

Speaker 1

The right answer for any company is not already written . You have to really look at your situation . You can't just take something off the shelf that worked in one company and assume it's going to work in another company . That's a recipe for disaster . I've done that before and I've screwed it up .

Speaker 2

Once again , welcome to the Digita

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