The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048

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

Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now.
This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:

• How CS is now experiencing similar maturation to what marketing experienced a decade+ ago
• Leaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are going
• The opinions of whether CS should own revenue or not is completely irrelevant as the goals are similar, the team should be united and therefore measured (and compensated) on the same/or similar metrics
• Hyper-personalization together with client success stories is a powerful combination for New Logos and expansion alike (N&E)
• Test your "ways of working" in an unscalable manner first and then figure out how to automate & scale it up
• AI is a tool - not a replacement for you role - it needs to be leveraged in order to help you get out of reactive mode and into proactively growing your account
• Current state of startup economics and how that relates to Customer Success within these businesses
• The trend towards de-centralizing CS into a strategy instead of just an org
• Taking lessons from B2C
• Transitioning PS from a cost center to a revenue center
• Equality and Equity in the workplace

Like I said, a wide variety of topics. Enjoy! I know I sure did...
Christine's LinkedIn: https://www.linkedin.com/in/christineraby/
DeliverDelight: https://www.deliverdelight.xyz/
Shoutouts:

• Sara Roberts (Bayview Talent): https://www.linkedin.com/in/saralynneroberts/
• Jess Osborne (GoCardless): https://www.linkedin.com/in/jessicareserosborn/
• Diana De Jesus (The Customer Success Project): https://www.linkedin.com/in/dianadejesus/
• How to Break Into Tech: https://howtobreakintotech.com/
  • by Charlotte Chaze:

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Hoofdstukken

1. The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 (00:00:00)

2. Evolution of Customer Success in Digital (00:00:38)

3. Healthcare Technology Startup Success Strategies (00:12:35)

4. Career Path (00:24:09)

5. AI in Customer Success and CX (00:28:35)

6. Innovative Customer Service Strategies (00:37:00)

7. Customer Success and Workplace Equality (00:46:51)

8. Supporting Diversity and Inclusivity in Leadership (00:52:27)