Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.
Even though Product-Led Customer Success sounds trendy and fresh, it has been around for quite a while now, and has contributed to the formation of professionals and entire businesses with its philosophy. In today’s episode, Dave Jackson, CEO of TheCustomer.Co, sits down with us to share his expertise around Product-Led Customer Success. He will uncover and clarify the major misconceptions of the method, as well as break down a five-step process to improve the model’s performance. Listen now to get inspired and understand the root causes of why your approach to Product-Led Customer Success may not have been adequate to begin with. When it comes to growing, there are no shortcuts, so be ready to get yourself to work!
Jump straight into:
(01:31) - The most professional world traveler: on Jackson’s background, career and experience.
(06:30) - The origin and art of Product-Led Customer Success - “A lot of people talk about it being a new thing, but Survey Monkey started in 1989, and have been product lead in everything they’ve done ever since.”
(09:08) - How to bridge the knowledge gap for poorly designed products - “The product itself needs to be a virtual CSM in its own right, otherwise there is a limitation in how successful you can be as a business.”
(14:41) - The common misconceptions of Product-Led Customer Success - “Technology alone rarely changes things. It can enable and drive change, but it has to go hand in hand with other elements of the organization.”
(19:39) - Breaking down the key five components of Product-Led Customer Success - “There are ways you can productize certain elements of these steps.”
(21:19) - How can you measure your progress and determine if you have achieved a certain goal? - “Do I think you’ve got to get deep into understanding your customer? Absolutely. Do I think a lot of companies are good at doing that? No, I don’t, actually.”
(23:25) - Dave’s valuable tips for struggling CSMs - ”Listen to customers more, and more, and more.”
Resources
Connect with Dave through LinkedIn
TheCustomer.Co
Screened Out
The Story Behind the World’s First Cashpoint
Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.
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