Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy.
But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things.
It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...cause hey...why not!?
A few topics discussed today are:

• How Kristi is currently re-tooling the team structure and mission at ClientSuccess with a focus on three key areas: Onboarding, Technical Resources & Customer Education
• The importance of talking with customers about your re-designs so that you're not doing it in a vaccuum.
• Why digital motions tend to fail: additive vs. subtractive building
• Unique take on finding existing SaaS tools within your organization
• Data management & cleanliness

Enjoy! I know I sure did...

Register for Alex & Kristi's ClientSuccess Webinar on the Symbiosis between Human and Machine here: https://www.clientsuccess.com/resources/clientsuccess-webinar-series-featuring-alex-turkovic-director-adoption-programs-at-snow-software-and-host-of-the-digital-customer-success-podcast
Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's Website: https://www.kristifaltorusso.com/
ClientSuccess: https://www.clientsuccess.com/
Resources:

• The Hard Thing About Hard Things: Ben Horiwitz - https://amzn.to/3QhKRKN

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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1. Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021 (00:00:00)

2. Digital Customer Success Podcast Conversation (00:00:03)

3. Teaching Digital Customer Success (00:10:08)

4. Strategizing Specialty Roles for Client Success (00:15:38)

5. Emphasizing Client Success and Education (00:18:40)

6. Designing a Digital-First Customer Success Strategy (00:27:17)

7. Data Management and Mentorship (00:36:55)

8. Building Personal Brand and Content Distribution (00:40:05)

9. Connecting With Chrissy Fowler and Customer Success (00:51:34)