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

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

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 scoring
• Best practices when building out your own scoring
• The right (and wrong) time to implement a CSP
• CS Operations
• Human and digital motions working together.
• Working cross-functionally to drive customer outcomes
• Digital/Video Business Reviews

My 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-insights
• The Effortless Experience: Conquering the New Battleground for Customer Loyalty: https://amzn.to/49qpNJB
• Decoder Podcast: https://www.theverge.com/decoder-podcast-with-nilay-patel

Shoutout:

• Allie Irvin @ Extreme Networks: https://www.linkedin.com/in/allie-irvin/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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1. Scaling Customer Success the Totango Way with Chris Dishman | Episode 027 (00:00:00)

2. Digital Customer Success and AI (00:00:02)

3. Understanding and Improving Customer Health Scores (00:08:41)

4. Implementing a Customer Success Platform Considerations (00:17:04)

5. Driving Customer Success in Digital CS (00:27:25)

6. Digital Motions in Customer Success (00:36:35)