Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039

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

James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature.
James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.
In this episode, we cover topics including:

• Why CS is so prevalent in software and not as much elsewhere
• Customer success as a company-wide capability, not just CS function
• Internal collaboration around customer journey actions
• Providing value at scale with the illusion of it being personal
• Making sure we don’t forget to celebrate the success of our users and various personas
• CSMs who have strong consultative skills will have the edge in the future
• Storytelling on the back of data points is where humans excel and this can be supported by digital
• Personalizing digital engagement by asking personas about their engagement preferences
• The importance of having your product and digital motions lead with simplicity
• Continually tweaking your ICP using internal and external indicators - especially among your smaller customers that are scaling, vs the largest customers.

Enjoy! I know I sure did...
James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/
River Consultancy Group: https://www.riverconsultancygroup.co.uk/
Resources:

• The Daily Stoic: https://dailystoic.com/
• Deep Work: https://amzn.to/3SHZaby

Shoutouts:

• Mickey Powell (Episode 001): https://www.linkedin.com/in/mickeypowell/
• Markus Rentsch (Episode 026): https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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1. Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 (00:00:00)

2. Building and Scaling Digital Customer Success (00:00:03)

3. Digital Customer Success and Personalization (00:15:20)

4. Articulating Value in Customer Success (00:21:06)

5. Digital Customer Interaction and Preferences (00:25:49)

6. Digital Customer Success and Internal Collaboration (00:32:11)

7. Digital Customer Success Strategies and Tips (00:46:02)