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Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conversion rates. Greg also shares invaluable leadership gems from his memorable Pulse talk, "Everything I Learned About Leadership I Learned from Fred Rogers and My Dad," blending personal anecdotes with professional wisdom.

We also talk about:

• 00:00 - Driving revenue through education
• 02:26 - Music and customer education
• 06:59 - Leadership lessons from Fred Rogers
• 07:59 - Brain science in sales
• 11:05 - The problem with sales handoffs
• 17:42 - Balancing micro-learning and mastery
• 19:08 - Two pillars of education strategy
• 27:18 - Challenges in measuring ROI
• 30:13 - Forrester’s findings on customer education
• 32:35 - The importance of strategic planning
• 36:59 - Defining an education qualified lead
• 40:10 - Impact of the pandemic on education
• 44:11 - Strategies for measuring impact
• 46:17 - Building relationships for data access
• 47:16 - Benefits of education moving to marketing
• 49:02 - Avoiding mistakes in education strategy
• 50:56 - The importance of reach and frequency

Enjoy! I know I sure did...

Shoutouts:

• Andrew DeBell: https://www.linkedin.com/in/andrewdebell/
• Jay Nathan: https://www.linkedin.com/in/jaynathan/
• Dee Kapila: https://www.linkedin.com/in/deekapila/

Books:

• Creative Act by Rick Rubin: https://amzn.to/3WvCDBL
• Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR

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This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

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Lifetime Value Media
Lifetime Value aims to serve the audio/video content production and editing needs.

Support the Show.

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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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

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This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community.

Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.

Chapters:
00:00:00 - Intro
00:01:18 - Rod’s Background and Path to CS
00:02:42 - Journey from Product to Customer Focus
00:03:45 - Intuit’s Customer-Centric Approach
00:04:27 - Applying Experience Design Principles
00:05:02 - Hello CCO
00:07:00 - Developing Executive-Level Skills
00:09:08 - Practical Impact of REACH Framework
00:10:29 - Importance of Marketing Playbooks
00:11:16 - Commercial Focus in CS Teams
00:13:03 - Learning from Digital Marketing
00:15:45 - Embracing Digital and AI in CS
00:16:15 - Prioritizing Accounts with Growth Potential

Enjoy! I know I sure did...

Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/
Rod's Website: https://hellocco.com
Rod's Books:
- CCO Playbook: https://amzn.to/3y44XBS
- REACH: https://amzn.to/3Wn5wAm

+++++++++++++++++

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.

+++++++++++++++++

Lifetime Value Media
Lifetime Value aims to serve the audio/video content production and editing needs.

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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.

In this solo episode, we tackle two primary topics:

• Imposter Syndrome specific to Digital CS and how to combat it
• Building Customer Health Scores without the benefit of product Telemetry

Along the way, I also share a few news items and resources with you.

Enjoy! I know I sure did...

Resources:

• Virtual Scale & Digital Meetup Survey Link
  
  
• Latest Digital CX Articles
  • Hubspot
  • ChurnZero
• Everyday AI
  • 5 Simple Ways to use Generative AI Every Day
• DCS Connect Slack Community
  
  
• Digital Customer Success book
  
  
• Health Scores without Telemetry post

Lifetime Value Media
Lifetime Value aims to serve the audio/video content production and editing needs.

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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic