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
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/
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The Digital Customer Success Podcast is hosted by Alex Turkovic
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06/11/24 • 46 min
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
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 2Once again , welcome to the Digita
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