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In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.

Topics we discussed:

• 05:42 - The early internet and evolving tech paradigms
• 12:40 - Transitioning from transactional to subscription models
• 16:44 - Clearfeed: Transforming Slack into a help desk
• 18:39 - Customer love for real-time communication
• 22:21 - Fragmented experiences: No app, no problem
• 24:38 - Use cases beyond B2B: SMB and tertiary markets
• 30:48 - B2B learning from B2C customer engagement
• 31:13 - The role of bots and AI in customer interactions
• 41:02 - Balancing product development and customer feedback

Enjoy! I know I sure did…

Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/

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The Digital Customer Success Podcast is hosted by Alex Turkovic