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Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast)
Manage episode 427055468 series 3373995
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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/
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