Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025

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

In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention.
How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors.
As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building.
In our conversation, we talk about:

• The hardest thing founders & CEOs have to to nail down is how to make customers successful at scale
• The variable you don’t control is the customer propensity to drive change within their organization
• The tech doesn’t necessarily help your customer - their ability to change behavior around that technology DOES!
• The best predictor of long term retention is customers getting measurable results - CSAT does not predict this and isn’t even correlated with long term retention.
• Standardizing what you do around customer outcomes & values. The vast majority of your customers will have a standard set of problems.
• Build the digital machine around the things that you know will lead to success in every customer and then report to them on how they are doing along that path.
• Magic Words “Our most successful customers do…” Companies look to you to see how they compare with others in the space.
• 6% of customers know from the beginning where their customer journey is going, which is all the more justification for being their guide in the journey.
• Transitioning from tools being a "place to do your work" to tools that tell you what work to do.
• ...and much much more!

Enjoy! I know I sure did...
Greg's LinkedIn: https://www.linkedin.com/in/gregdaines/
GregDaines.com: https://www.gregdaines.com/
ChurnRX: https://www.churnrx.com/
Shoutouts:

• Geoffrey Moore - Author of Crossing the Chasm and his Adoption Lifecycle: https://www.linkedin.com/in/geoffreyamoore/
• Duolingo
• Hubspot

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Bab

1. Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025 (00:00:00)

2. Identifying Customer Key Results (00:00:03)

3. Variability and Adoption Challenges in Business (00:06:50)

4. Shifting to Proactive and Prescriptive CS (00:19:45)

5. Expertise in Customer Success (00:34:08)

6. Redefining Customer Success for Business Growth (00:44:00)