Scale Your SaaS artwork

290: How Amazing Customer Support Leads to Great Growth - with Greg Rich

Scale Your SaaS

English - November 14, 2023 08:00 - 25 minutes - 17.4 MB
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Previous Episode: 289: Which Metrics to Track as a SaaS Business - with Jason Kruger
Next Episode: 291: Get Terrific Leads Through Networking - with Philip Pelto

EPISODE SUMMARY

In this week's episode of Scale Your SaaS, Greg Rich, the CEO and Co-founder of Vivantio, shared valuable insights into the world of customer service, the evolution of his company, and the pivotal role of customer experience in driving business success. 

Join host and B2B SaaS Sales Coach Matt Wolach, learn how almost 20 years of experience led Greg's journey into a tapestry woven with inspiration, ambition, and a deep love for customer service. 


PODCAST-AT-A-GLANCE

Podcast: Scale Your SaaS with Matt Wolach

Episode: Episode No. 290, "How Amazing Customer Support Leads to Great Growth - with Greg Rich"

Host: Matt Wolach, a B2B SaaS Sales Coach, Entrepreneur, and Investor

Guest: Greg Rich, CEO & Co-Founder at Vivantio



TOP TIPS FROM THIS EPISODE


  • Resilience Amidst Change: Navigating Challenges

  • Building Customer-Centric Organizations: Key to Success

  • Common Mistakes in Customer Support for Software Companies



EPISODE HIGHLIGHTS


  • The Continuous Evolution of Vivantio

  • The Origin Story: A Journey Rooted in Experience and Technology

  • Nuggets of Wisdom for Emerging Software Leaders



TOP QUOTES

Greg Rich

[5:11] "I do think in the service and support arena, there is an opportunity for generative AI to really help an agent and even the customer through self-service technologies."

[14:43] "Think about how you can manage that relationship so that you both get something from it."

Matt Wolach

[18:59] "That's a really important part in terms of how you think about retaining your customers and how you can, I wouldn't say leverage the relationship, because we call it a co-creation of value."


LEARN MORE

To learn more about Vivantio, visit: https://www.vivantio.com/guide-b2b-customer-service-transformation/ 

You can also find Greg Rich on LinkedIn: https://www.linkedin.com/in/gregoryrich/ 

For more about how host Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com.

Get even more tips by following Matt elsewhere:

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