How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai)

#updateai #customersuccess #saas #business

Rimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture.

Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace.

Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.

Timestamps

00:00 - Preview & Intros

01:35- Overview of Eightfold.ai

04:30 - AI in Talent Management

08:00 - Rimple’s Journey, Career Path & Industry Experience

17:43 - Challenges & Insights from Her Role as CCO

20:03 - Evaluating Leadership, Talent, and Cultural Shifts

21:05 - Building a Customer-First Value System

22:09 - Team Principles & Leadership Accountability

28:50 - Customer Segmentation & Health Assessment Strategies

31:13 - Revamping Customer Health Assessment

33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar

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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

Rimple Patel https://www.linkedin.com/in/rimpledpatel/

👉 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/

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.