Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026

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

This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives.
Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including:

• ChatGPT and trusting (or not trusting) Generative AI.
• Customer Value Led Growth (CVLG) vs Product Led Growth
• How Apple excels at CVLG by providing value to a broad set of people
• Data hygiene and how to solve for common data issues
• Aligning the entire organization around customer goals
• Polling exiting customers
• 5 Whys as a great tool for root cause analysis
• CS in EMEA vs Americas and how innovation tends to move from west to east
• Evolution of Digital CS due to current economic conditions
• Asking your customers how they want to be engaged
• ...and much much more!

Enjoy! I know I sure did...

Markus' LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/
Remark-able: https://remark-able.at

Resources:

• Customer Value Led Growth Framework: https://remark-able.at/customer-value-led-growth-book/
• UpdateAI: https://update.ai
• Gamma: https://gamma.app

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitel

1. Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026 (00:00:00)

2. Digital Customer Success Podcast With Wrench (00:00:03)

3. Digital Customer Success and Building Growth (00:04:08)

4. Understanding Customer Value and Growth (00:18:27)

5. Customer Focus in Automation and Success (00:24:13)

6. Customer Success in Europe (00:29:11)

7. Technology's Role in Note-Taking and Content (00:38:01)