Scaling Customer Success the Totango Way with Chris Dishman | Episode 027

I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like:The current and future states of health scoringBest practices when building out your own scoringThe right (and wrong) time to implement a CSPCS Operations Human and digital motions working together.Working cross-functionally to drive customer outcomesDigital/Video Business ReviewsMy favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together."For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week.Chris' LinkedIn: https://www.linkedin.com/in/christopherdishman/Totango: https://www.totango.com/Resources:McKinzey & Company Articles: https://www.mckinsey.com/featured-insightsThe Effortless Experience: Conquering the New Battleground for Customer Loyalty: https://amzn.to/49qpNJBDecoder Podcast: https://www.theverge.com/decoder-podcast-with-nilay-patelShoutout:Allie Irvin @ Extreme Networks: https://www.linkedin.com/in/allie-irvin/ 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