Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039

James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.In this episode, we cover topics including:  Why CS is so prevalent in software and not as much elsewhereCustomer success as a company-wide capability, not just CS functionInternal collaboration around customer journey actionsProviding value at scale with the illusion of it being personal Making sure we don’t forget to celebrate the success of our users and various personasCSMs who have strong consultative skills will have the edge in the futureStorytelling on the back of data points is where humans excel and this can be supported by digitalPersonalizing digital engagement by asking personas about their engagement preferencesThe importance of having your product and digital motions lead with simplicityContinually tweaking your ICP using internal and external indicators - especially among your smaller customers that are scaling, vs the largest customers.Enjoy! I know I sure did...James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/River Consultancy Group: https://www.riverconsultancygroup.co.uk/Resources:The Daily Stoic: https://dailystoic.com/Deep Work: https://amzn.to/3SHZabyShoutouts:Mickey Powell (Episode 001): https://www.linkedin.com/in/mickeypowell/Markus Rentsch (Episode 026): https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/+++++++++++++++++ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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/dcspThank 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