Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast)

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more.

Timestamps

0:00 - Preview, BS & Intros

4:57 - Practically implementing concepts and frameworks

8:50 - Put the customer first

10:00 - We need emotional intelligence in CS

13:03 - Tracking actions vs real outcomes

16:18 - Tracking metrics that matter

19:27 - Trust, Journey Map, & Clean Data

31:40 - The correlation of CS, Product & Marketing

34:10 - Central CSM

35:35 - Consolidation and management of SaaS applications

39:10 - Validating project success

46:00 - Closing

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Alex Turkovic: https://www.linkedin.com/in/alexturkovic/

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/