SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 - The Digital CX Podcast

Topics in this episode

Customer success digital customer success scaled CS scaled customer success Jay Nathan

Episode notes

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...