The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048

Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:How CS is now experiencing similar maturation to what marketing experienced a decade+ agoLeaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are goingThe opinions of whether CS should own revenue or not is completely irrelevant as the goals are similar, the team should be united and therefore measured (and compensated) on the same/or similar metricsHyper-personalization  together with client success stories is a powerful combination for New Logos and expansion alike (N&E)Test your "ways of working" in an unscalable manner first and then figure out how to automate & scale it upAI is a tool - not a replacement for you role - it needs to be leveraged in order to help you get out of reactive mode and into proactively growing your accountCurrent state of startup economics and how that relates to Customer Success within these businessesThe trend towards de-centralizing CS into a strategy instead of just an orgTaking lessons from B2CTransitioning PS from a cost center to a revenue centerEquality and Equity in the workplaceLike I said, a wide variety of topics. Enjoy! I know I sure did...Christine's LinkedIn: https://www.linkedin.com/in/christineraby/DeliverDelight: https://www.deliverdelight.xyz/Shoutouts:Sara Roberts (Bayview Talent): https://www.linkedin.com/in/saralynneroberts/Jess Osborne (GoCardless): https://www.linkedin.com/in/jessicareserosborn/Diana De Jesus (The Customer Success Project): https://www.linkedin.com/in/dianadejesus/How to Break Into Tech: https://howtobreakintotech.com/by Charlotte Chaze: https://www.linkedin.com/in/charlottechaze/+++++++++++++++++ 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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic