Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035

Reminder! Enter for a Gold Pass to the CS Festival in Austin:

1. Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com
2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
3. Leave a comment on that same post. Easy!

Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! 

What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge.

It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting. 

In this fantastic conversation, we cover a lot of ground including:

• How to prioritize where to start digitally
• How tooling has helped us to normalize digital CS 
• The genesis of RecastSuccess and its mission to help foster diversity in CS 
• The role profiles of Digital CS and how product management, marketing, sales ops  and data science fit in well with DCS - not necessarily CSM.
• How RecastSuccess partners with VCs & Startups to help grow CS orgs with well trained team members
• Early stage startups have an advantage because you can start with automations and have them in place from the beginning
• How to be proactive with end-users (those that aren’t reaching out) to help drive outcomes for those executives
• Average professional in the US uses 80 apps regularly - which is why it is imperative to be proactive with users 
• Semi-live webinars are a great way to scale
• New AI tools are there to augment and improve what you’re doing - not replace what you’re doing.
• Racial & Gender diversity in tech and RecastSuccess’ mission for building CS teams that are as diverse as possible
• The ever-present topic of whether to QBR or whether to not QBR

Annie's Industry Newsletter List

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com