markus rentsch

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

Sara LaBlance is a Customer Success Manager obsessed with data.  She and Dillon cover a number of scholarly and high-minded topics, like the merits of The Office and Curb Your Enthusiasm.  Somewhere in between, they get to talking about NRR and its impact on valuation, the importance (or lack thereof) of customer happiness, value-based pricing, and shitty business reviews.

Who is Sara LaBlance?

• LinkedIn
• Coveo

Links:

• Jan Young’s spicy post on Customer Happiness. (5:45)
• Shari Srebnick’s research into the impact of NRR on company valuation (9:14)
• Nick Mehta on the evolution of profitability at SaaS companies (15:05)
• Markus Rentsch and the drumbeat of the bad QBR (27:12)
• CS Player of the Week:
  • Ashna Patel (43:11)
• Referrals & Recommendations:
  • Catalyst’s Meditation Playlist (44:36)
  • The Seven Husbands of Evelyn Hugo (46:35)

About this podcast:

If you like what you've heard,  please rate this podcast and subscribe to be notified of new episodes.

This podcast is written, produced, and edited by Dillon Young.  You can find him on LinkedIn.

Please direct all inquiries to dillon@lifetimevaluepodcast.com.

Find us on Instagram and TikTok at @lifetimevaluepodcast.