E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande

CHURN FM

Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation.

In this episode, Joe discusses the transformative power of data-driven automation in customer success. He shares how companies can leverage data to segment customers, automate renewals, and scale personalized engagement—without needing large teams.
Joe also explains how automating critical processes like renewals and pricing adjustments can directly impact Net Revenue Retention (NRR) and customer satisfaction.

We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients.

Mentioned Resources

• Joe Does Tech Touch
• Vitally
• Business Insider
• Salesloft
• Outreach
• eMarketer
• Stripe
• Loom
• ChurnZero
• Clay
• Vidyard
• Air AI
• Netflix

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Kapitler

1. E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande (00:00:00)

2. Introduction to Joe Di Grande and Tech Touch (00:02:40)

3. Automating Renewals for Retention Success (00:05:07)

4. Leveraging Data to Segment Customers (00:09:44)

5. Personalized Engagement at Scale (00:12:23)

6. Optimizing Pricing Adjustments Based on Data (00:15:55)

7. Implementing Tech Touch for SMB and Mid-Market Clients (00:18:48)

8. The Role of Customer Data in Success (00:21:50)

9. The Future of Customer Success with AI and Automation (00:27:03)