Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015

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

Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS.
His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.
As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches us the art of identifying potential champions through data, and how integrating marketing disciplines, like attribution, can help to scale customer success motions.
He also underscores the importance of maintaining data hygiene through user identification and human validation.
Enjoy! I know I sure did...
Dan's LinkedIn: https://www.linkedin.com/in/dan-ennis-cs/
Resources Mentioned in this Episode:

• Webinar: How to Grow Revenue from your Scale CS Accounts: https://learn.everafter.ai/grow-revenue-from-existing-accounts
• Podcast: This is Growth with Daphne Costa Lopes: https://www.daphnelopes.com/podcast/
• Book: Impact Players: How to Take the Lead, Play Bigger and Multiply Your Impact by Liz Wiseman: https://amzn.to/3Px9LET
• Book: Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear: https://amzn.to/3ZfPsAe
• Book: Entrepreneurial You: Monetize Your Expertise, Create Multiple Income Streams, and Thrive by Dorie Clark: https://amzn.to/3sJ4r9n

Shoutouts in this Episode:

• Angeline Gavino - VP of Customer Success & Support at Katalon: https://www.linkedin.com/in/angelinegavino/
• Angelika Marek - Lead Digital Customer Success Manager at Bazaarvoice: https://www.linkedin.com/in/angelika-m/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitler

1. Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015 (00:00:00)

2. Digital Customer Success (00:14:10)

3. Navigating Change and Owning Revenue (00:27:06)

4. Efficiency in Customer Service Tech Stack (00:36:19)

5. Books, Audiobooks, and Cool CS Leaders (00:40:31)