SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
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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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The Digital Customer Success Podcast is hosted by Alex Turkovic
Kapitel
1. SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 (00:00:00)
2. The Digital Customer Experience Podcast (00:01:14)
3. Driving Outcomes With Digital Customer Success (00:15:32)
4. Challenges in SaaS Business Growth (00:27:48)
5. Customer Success and Digital Strategies (00:35:26)
6. Promotion and Request for Reviews (00:43:51)
67 episoder