A podcast series from the Specialty Coffee Association presenting stories, lectures, and debates from the SCA's global events. The SCA is a non-profit organization that represents thousands of coffee professionals, from producers to baristas all over the world. Learn more at www.sca.coffee.
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We interview the biggest names in the speciality coffee industry to learn from the journey through the coffee world.
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Welcome to Recap, a podcast from the Specialty Coffee Association offering a brief overview of recent developments in coffee every two weeks.
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Where did the World Coffee Championships come from? How did things go wrong? How were they fixed? Across six episodes, we'll hear from people who come together every year to celebrate specialty coffee and push the industry forward, exploring the role competitions play in different communities and recognizing the large network of volunteers who make these annual events possible. While we're disappointed that the competitions aren't happening this year, we hope this podcast will help us feel m ...
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Join host Thomas Lah as he discusses shifts in the ever-changing technology industry with tech executives, researchers, and thought leaders who share their experience and provide their perspective and data on what companies should do to stay relevant, be profitable, and succeed.
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95. AI-Driven Sales and Professional Services: Insights from ZoomInfo
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45:12In this episode of TECHtonic, host Thomas Lah sits down with Steve Hallowell and Millie Beetham from ZoomInfo to explore how AI is dramatically altering B2B sales and professional services. From transforming sales teams into data-driven powerhouses to leveraging AI for predictive modeling and customer insights, they dive into the real-world applica…
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94. Building a Business in a Competitive Market – Lessons from Specialty Coffee
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37:14In a world where competition is fierce, how do you stand out? On this episode of TECHtonic, host Thomas Lah sits down with Matt Kellso, Owner of Sagebrush Coffee, to explore what it takes to carve out a unique space in an overcrowded industry. Starting from his garage in 2012, Matt has grown Sagebrush Coffee into a beloved brand by leveraging fresh…
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93. How the Future of Competitive Analysis is Redefining Sales Strategy
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42:26During this episode of TECHtonic, TSIA’s Thomas Lah examines in detail the role AI is playing in transforming competitive analysis for sales teams. He is joined by Jason Smith, CEO and Co-founder of Klue, an AI-powered competitive intelligence platform. Together, they explore how machine learning and large language models (LLMs) are revolutionizing…
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92. Navigating the Next Phase of Your Tech Career
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44:41In this episode of TECHtonic, TSIA's Executive Director Thomas Lah sits down with longtime tech leader turned executive coach, Mary Cay Kosten, to explore the challenges and opportunities awaiting professionals in today’s AI-driven landscape. From maintaining a positive “energy” mindset to knowing when it’s time to pivot your role—or your entire ca…
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91. The Future of Field Services: Harnessing AI for Precision and Productivity
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38:59
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38:59Join Thomas Lah as he speaks with Andy Chinmulgund, CEO of Bruviti, to reveal how AI is transforming the operating models of field service organizations. In this episode, find out how AI-driven solutions like predictive analytics, parts prediction engines, and dynamic triage agents are revolutionizing field operations. From reducing truck rolls and…
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90. Excellence in AI: How Small Victories Drive Major Success
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41:56Are we finally moving past the AI hype and into its real-world impact? In this episode of TECHtonic, Thomas Lah, Executive Director and EVP of TSIA, sits down with Ron Green, Co-founder and CTO of KUNGFU.AI, to explore the critical questions shaping AI adoption today. Together, they uncover why AI is no longer just a buzzword but an essential tool …
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89. Achieve Faster Deal Velocity Through Maximized Pricing Profitability
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49:35Host Thomas Lah engages with Chris Mele, Managing Partner at Software Pricing Partners, to explore the shifting paradigms of software pricing models. As AI and automation redefine the technological landscape, traditional user-based pricing is under scrutiny. Chris shares his extensive experience on why it's time to rethink legacy pricing strategies…
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88. AI and Revenue Generation - Transformative Use Cases for Tech Companies
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23:30Join us for a live, insightful keynote session from TSIA World Envision with Thomas Lah, Executive Director and Executive Vice President of TSIA. Thomas explores the transformative power of AI in revenue generation. Discover how cutting-edge AI use cases can supercharge your workflows, driving revenue growth and enhancing customer experiences. Lear…
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87. How to Navigate The Future of B2B Software Pricing
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51:37Thomas sits down with Dan Balcauski, an expert in pricing strategy for enterprise software and the Founder of Product Tranquilty. Together, they examine the shifting landscape of B2B software pricing, particularly as traditional per-user models face new challenges due to the rise of AI and a growing emphasis on profitability. Dan shares his insight…
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During this episode of TECHtonic, host Thomas Lah has a compelling conversation with Kelley Jarrett, SVP of Revenue Strategy, Operations, and Enablement at ThoughtSpot—an AI-powered analytics platform. They discuss how AI is transforming revenue generation workflows and operational efficiency within organizations. Kelly shares her unique insights o…
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85. The Metrics That Matter: How AI Is Reshaping Sales in Tech
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42:24
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42:24In this episode, Thomas finally finds the person he’s been searching for: Mike Fouts, Chief Business Officer at ShareFile, who speaks to how AI and data are revolutionizing the sales function in technology companies. Mike shares his hands-on experience leading a digital-first, data-driven transformation at ShareFile, including detailing how AI is b…
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84. Applying the AI First Mentality to Revenue Generation
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42:29
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42:29Are you effectively leveraging AI in your workflows? As Thomas continues the AI research journey, AI Use Cases for Generating Revenue, he reveals the power of AI in revenue generation. With TSIA’s latest paper, The Emerging 20, highlighting critical AI use cases, Thomas is on a mission to show how AI is a game-changer for businesses today. Joining …
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83. The Hard Truth About Mastering Change Management
42:38
42:38
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42:38In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today’s rapid shifts in technology business models, the conversation addresses head-on the challenges of change management. Jessica shares her insights on why traditional approaches fail, the importance of con…
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82. Practical Ways to Unlock Revenue Growth with AI
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49:53The transformative potential of AI in the technology industry is driving companies focus on growth without significantly increasing their sales and marketing spend. Thomas speaks with Brent Grimes, CEO of Reef.ai, about how to efficiently drive revenue growth by introducing AI into the process. Brent shares the journey of Reef.ai and its aim to pre…
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TSIA Takes: Gainsight on How to Redefine Customer Success
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40:35On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business f…
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81. Connecting the Dots: How Technology Providers Prove Their Business Value
45:39
45:39
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45:39Join Thomas Lah and Chad Quinn, CEO of Ecosystems in an engaging episode of the TECHtonic podcast. Chad shares his insights on helping technology providers prove the business value of their solutions through Ecosystems' collaborative web platform and AI-driven tools like ViViEN, the Virtual Value Engineer. Discover how focusing on common objectives…
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TSIA Takes: Salesforce and the Customer Success + Support Services Experiment
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46:41Join us for the first episode of TSIA Takes, a limited TECHtonic podcast series. During this series, Thomas Lah dives deep into the pivotal question: What is the value of customer success? This pressing question has turned the customer success organization upside down as it navigates what the future of its business looks like. In this episode, Thom…
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80. Infor’s Guide to Future-Proofing Your Customer Success
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43:22Join us for a captivating episode of TECHtonic, where Thomas Lah sits down with Mari Cross, Chief Customer Officer at Infor. In this insightful discussion, Thomas and Mari discuss the dynamic landscape of customer success and the crucial role of the chief customer officer. Discover how Infor navigates the challenges of transitioning from legacy sys…
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79. Transformation and Innovation with Maptek's CEO
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41:37
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41:37In this episode host Thomas Lah sits down with Eduardo Coloma, the CEO of Maptek, a leading provider of software and hardware solutions for the mining industry. This episode delves into Maptek's journey from traditional business models to a subscription-based "as-a-service" transformation, highlighting the challenges and strategies involved. Eduard…
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78. Unleashing the Power of AI in Educational Content Creation
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44:47
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44:47Join Thomas Lah in the latest episode of TECHtonic as he delves into the transformative power of AI in educational content creation. In this episode, Thomas engages in a thought-provoking conversation with Sarah Sedgman, CEO of LearnExperts, the AI tool that revolutionized OpenText's educational material production. Sarah shares her vision of democ…
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77. Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results
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57:47
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57:47Artificial Intelligence (AI) and Generative AI (Gen-AI) have the potential to transform insights, processes and provide a competitive edge for B2B technology firms. But in reality, few companies have developed a complete AI roadmap, and many have yet to begin evaluating opportunities for leveraging AI and Gen-AI across the enterprise. In this execu…
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Season 2 Episode 3 - Degenerates Drinking Coffee - Nick
1:11:54
1:11:54
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1:11:54We are BACK. Nick from Degenerates Drinking Coffee is big into the gun world and coffee world. Nick is a wizard at brewing coffee and has a scientific approach that is easy to understand and follow. We talk about the gun and coffee industries and before you judge either industry give this episode a listen. From brewing methods to guns, military, po…
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76. Scaling Customer Success with AI: A Deep Dive with Microsoft
36:10
36:10
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36:10Host Thomas Lah welcomes David Judge, Partner, General Manager Global Customer Success at Microsoft, to explore the transformative impact of artificial intelligence on scaling customer success. As Microsoft leverages AI across its extensive service offerings, Judge provides an insider's view on how these technologies are improving customer interact…
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75. Informatica’s Digital First Customer Experience
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39:25
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39:25This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas Lah. Pattabhi Raman, VP of Digital Experience at Informatica, will join the distinguished panel. Recently, Thomas had the privilege of conversing with Pattabhi, gaining exclusive insights into Informat…
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74. Crossing the Rubicon of Infrastructure Profitability
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73. The Art of Using AI to Build a Seamless Customer Experience with Dell
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20:39This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Services. TECHtonic host Thomas Lah recently had the pleasure of speaking with Doug one-on-one for a sneak peek into his presentation. During their conversation, Thomas and Doug delve into Dell's use of AI…
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In this episode of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technology services provider. Together, they explore the evolution of Managed Services platforms, the initial business case for AI, and the transformative impact of AI on service delivery and customer value pr…
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71. Don’t Blink! Cisco on As-A-Service and AI
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44:32In this episode, host Thomas Lah, TSIA’s Executive Director, engages in a pivotal conversation with Alexandra Zagury, Global Vice President at Cisco. Together, they explore the intricacies of partner strategies in the as-a-service era, as well as the transformative impact of artificial intelligence on technology business models. Key highlights incl…
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70. The State of Customer Success 2024 - A Fight for Survival
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44:02Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Success Research at TSIA. In this episode, we explore how customer success can become a more effective channel for ensuring customer satisfaction and organizational success. Thomas and Stephen analyze al…
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69. Change Management: The Key to AI Success
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35:52Jillian Alexander, Global Vice President of Learning Services at OpenText, guides Thomas Lah through the significant impact of a straightforward, manageable, and focused AI deployment strategy, which leads to strong ROI benefits that simply cannot be ignored. A few key topics that Thomas and Jillian discuss include: The core AI capabilities that Op…
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68. How to Go From Base Camper to Mountaineer?
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40:37Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support. T…
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67. Channel Partners and Technology Providers: A Team Sport Therapy Session
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41:11
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41:11Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partnerships & Ecosystems at Canalys. During this conversation, Thomas and Jay explore the evolving role of channel partners in technology business models, particularly in the context of 'as-a-service' offeri…
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Season 2 Episode 2 - Mauricio Botero
1:21:49
1:21:49
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1:21:49This episode is our longest for a reason. Mauricio is the owner of a coffee farm in Colombia. We dive into his coffee journey, his processing methods, the wet and dry mill, and what Mauricio has learned. This fascinating episode goes into so much first-hand knowledge on coffee farming, Airbnb and so much more.…
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66. Redefining Customer Success with Salesforce and TSIA
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43:00
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43:00Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. Simultaneously, the common practice of using NPS is dwindling, with fewer companies finding it effective in gauging customer value. With this, the critical question arises: What should CS orgs prioriti…
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Season 2 Episode 1- The Story of Storyline
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47:35Tyler and Amber Ellison share the story of Storyline Coffee Roasters. We talk about how much money we got to start the business, our shortcomings, our successes, and what we would have done differently if we were to start today. If you want to start a coffee roasting company, coffee cart, or trailer this episode is for you. We share our story and t…
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65. The Differentiator Between Good and Great
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40:17
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40:17In a recent discussion, TSIA's Thomas Lah and Sean Morton, SVP of Professional Services for Trellix, delve into the critical challenges facing enterprise technology today, including the relentless threats of ransomware, the scarcity of IT security professionals, and the overwhelming complexity of IT software tools. Sean breaks down these challenges…
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64. The Intricacies of Digital Transformation with Deloitte
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38:22In this compelling episode of TECHtonic, Thomas Lah engages in an insightful discussion with Wall Street Journal-bestselling author, Dr. Tim Bottke, Deloitte Central Europe’s Chief Innovation Officer, about the intricacies of digital transformation in the business world. They discuss the significance of striking a delicate balance between technolog…
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*Bonus Episode* AI Capabilities Integrations: Stay Ahead of the Curve
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14:26With a wealth of practical expertise between them, TSIA's Thomas Lah and George Humphrey, Distinguished VP & Managing Director of Offering and Delivery Research, delve into the transformative impact of AI on technology business models. They focus on three pivotal dimensions: Data-Driven Decision-Making Efficiency and Cost Reduction Enhanced Custome…
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TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections and insights from our week together, and exploring the benefits of Silo Busting for Profits and Growth. From key takeaways and the most impactful breakout session presentations to the pulse from countless c…
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62. Risk, Cash Flow, and Financial Health in SaaS: The Financial Advisor Interview
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27:17
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27:17In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS compan…
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61. The Evolution of Customer Success and Renewals at HP Inc.
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38:00
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38:00Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Gro…
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60. Moment of Truth: Talking Customer Success with an Executive and Investor
48:22
48:22
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48:22After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations. Today, Ali talks to TSIA’s Thomas Lah about his…
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Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft. Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as: How has customer succes…
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58. How Culture Drives Results: Insights from a Culture Scientist
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40:16Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects? This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing s…
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57. Looking to the Future: Professional Services at Salesforce
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45:30Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as: How companies are breaking down silos between professional services, customer success, and support KPIs and future metrics for success in profe…
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56. Profitability: Thoughts from a SaaS CEO
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32:25Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees. In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Ori…
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In this episode we talk with Justin, the Owner of Daddy Got Coffee. This episode is for any business owner, content creator, or at home espresso and coffee nerd. We talk about recommendations for at home espresso machines. We also go into what it is like being a content creator for speciality coffee, and how to use marketing as a business owner on …
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Episode 10: ChampBro's - Joshua Champion
1:10:26
1:10:26
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1:10:26This is our first collaboration podcast. On this episode Josh interviewers our very own host and Owner of Storyline Coffee Roasters, Tyler Ellison. You get to hear the origin story, thoughts, and opinions on various topics, from business to sourcing coffee, paying farmers, and where the coffee industry is going. Please check out ChampBro's podcast …
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55. Insight from Dell: What Managed Services Means Today
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36:48Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues. Joined by Peter Lacoste, SVP of Managed Services at Dell, we shine a light on what it means to provide managed services in today's technology industry, and address the following questions: What is managed services an…
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54. A Win for Everybody: Talking Customer Success with Ernst & Young
43:37
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43:37Edwina Fitzmaurice, Chief Customer Success Officer at Ernst & Young, gives some insight into effective customer success at a services company. They discuss the human side of customer success, as well as: How AI is impacting the tech industry. How to monetize customer success. What to look for in customer success talent. How to create a better B2B c…
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