Support Experience

In this episode, we explore how enterprise software giant Salesforce revolutionized its customer support experience by partnering with SupportLogic. Join us as we dive into how Salesforce shifted its support operations from reactive, backward-looking metrics to proactive, real-time engagement. Hear insights from Salesforce leaders like Katherine Sullivan (SVP of Customer Success) and Jim Roth (Pre...

In this episode, we dissect the dramatic 96% stock collapse of Red Robin , a restaurant chain that once boasted a $92 share price but plummeted to just $3.61 after management prioritized "spreadsheet thinking" over the customer. We explore the catastrophic 2018 decision to eliminate all bussers and expeditors to cut labor costs—a move that resulted in dirty tables, ballooning wait times, and an 85...

This podcast discusses the remarkable transformation of Snowflake , a data management platform that turned its support organization from a liability into a strategic revenue-generating asset. We examine the leadership of Angus Klein , Snowflake's VP of Support, and the specific "People, Technology, and Process" framework used to achieve a net dollar retention rate of 151%. In this episode, we cove...

This episode explores Chapter 3 : Unlock: Hearing the True Voice of the Customer from the book Support Experience . The discussion centers on why even global giants can fail when they ignore the human narrative behind their data. We look at the "Nokia Paradox"—how a company with a massive market research team missed the smartphone revolution because they prioritized "Big Data" over the "Thick Data...

Abandoned: The Insidious Reason You're Losing Customers (and You Don’t Even Know It) from the book Support Experience . The discussion centers on the "Yellow State Problem," a condition where a business performs sub-optimally but hasn't reached a total "Red State" failure yet. While the public saw the 2023 collapse of Silicon Valley Bank (SVB) as a sudden "black swan" event, the author argues that...

Welcome to the podcast that explores the evolution of customer support from a reactive "filing cabinet" of tickets to a proactive System of Intelligence . In a world where traditional CRMs are often "data-rich but insight-poor," we dive into how the SupportLogic Data Cloud is helping organizations outsmart their legacy systems to drive enterprise growth. In each episode, we talk with experts about...