Scaling CS with Automation, Dickey Singh

This episode has a Silicon valley entrepreneur as Guest, Dickey Singh!

Dickey comes from a strong technical background and is 100% a builder at heart.  The product portfolio includes software to measure customer satisfaction and feedback measurement systems, that enabled the Who is Who of the industry such as Apple, Google, Salesforce, Gartner improve CSAT by significant percentages. And this was acknowledged by none other than the LEGEND, Steve Jobs!!

The key takeaways from this episode are:

1) Every product/service gets digitized over time and now is the time for Customer success operations & Marketing to ride that wave.

2) Scale is important for SaaS based businesses, and, that is not solved by giving more accounts to CSMs. Automation is pretty much the answer to scale.

3) cast.app delivers automations through personalization, replication of successful playbooks delivered to not just one/two but every customer or user of that product in an effort to replicate positive experiences

4) Automation is not for everyone, but his guidance is to start small and have a smooth hand over to human CS folks, where bots cannot absolutely do justice. Productivity is specifically one area to look at.

5) Replicating while club experiences and those moments of truth for a business are the key drivers of automation. Companies should strongly look at the WHY.

6) The tip of iceberg where we see Chief Customer officers being made CEOs, is about to become big. Simple logic behind this is that the cost of acquiring a new customer is about 6.4 times more than retaining and growing an existing customer. CCOs are best suited therefore to help grow the NRR and this is just common sense given the nature of business shifts we are seeing.

And finally his favorite cartoon character that represents a good CSM? Remy, the Mouse! Listen to find out why!