Customer Success
In this episode, Ken Forster speaks with Greg Carter, former Chief Customer Officer at Digi and Head of Business Operations at Tive.
Greg has worked in the high-tech sector for almost 30 years, primarily emphasizing customer leadership in startups. He specializes in building teams, systems, and processes that can keep up with the size of high-growth businesses, emphasizing operations and customer success. Greg is an authority on hardware and SaaS, and he has deployed more than a million devices to more than 100,000 locations. He is a former member of the armed forces and serves on the advisory board for Youtilligent.
Discussion Points:
- What would you consider your "Digital Thread"?
- You've had a long track record of customer success roles leading up to being named Chief Customer Officer at SmartSense by Digi. If you had to summarize that time before Digi into three learnings relative to Customer Success, what would they be?
- I'd like to drill down on your time with SmartSense. Can you tell us about the company and your remit as Chief Customer Officer?
- Digi has been a benchmark in the IoT space due to its focus on recurring revenue models - a wide chasm to cross from a traditional hardware focus. What did SmartSense bring Digi that became the catalyst for this change?
- Digi crossed the recurring revenue chasm, posting spectacular market returns. Yet, for the leadership path, they've so well demonstrated, their IoT hardware peers have not been able to emulate this effectively. Why do you think that is?
- You eventually left Digi to join Tive, a hot startup in the Supply Chain space. Your focus there has been Head of Business Operations. What was your remit at Tive, and what are some of the wins of which you are most proud?
- Across this whole journey, you've consistently been a leader in Customer Success. You've specifically mentioned about this being a new world of customer service where companies that get it are partners, not vendors. What is this new bar of customer experience?
- What trends are you watching these days?
- So, knowing that you've just left Tive, what's next?
- In closing, where do you find your personal inspiration? (i.e., book recommendations, articles, podcasts, people, etc.)
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