In this episode, we’re joined by Karolina Wrońska-Boukhalfa, Director of Customer Success, Dixa, the Value Experience Customer Service Platform empowering companies to deliver effortless, personalized experiences that drive customer loyalty. Trusted by leading consumer brands of the world, Dixa supports over 30 million conversations annually.

We talk to Karolina about how they go about segmenting customers, and specifically how to interact with each segment to drive real business value when you have a big pool of customers, and at times with very different characteristics. Here are some of the key questions we address:

- How do you personally decide what dimensions to segment on — revenue, usage, potential, lifecycle stage? Can you walk us through a real segmentation model you’ve used that worked well?

- Once you’ve segmented your customer base, how do you make that segmentation actionable across the team? Any tips for operationalizing it across CS, Sales, and Product?

- Have you ever had to rework your segmentation model because it wasn’t driving the outcomes you wanted? What triggered the change, and what did you learn?

- In lower-revenue or long-tail segments, how do you ensure customers still feel seen and supported without scaling your CS costs?

- For a CS leader who’s never done structured segmentation before, or for the ones that need to revisit this exercise, what would be your first three steps to get started?

Tune in to learn how Karolina and her team are making sure that every customer is getting the attention they deserve and need to not just stick around but also to expand their commitment to Dixa.

In this episode, we’re joined by Søren Schønnemann, CEO, Factbird, the SaaS provider that helps manufacturers maximize their performance through manufacturing intelligence from Operator to Process Engineer to Plant Manager,

We talk to Søren about the hiring strategy and organizational evolution that he's taken the company on to support their rapid growth, from 8 to 90 people while going from startup to breaking 10m Euro in ARR in less than 4 years. Here are some of the key questions we address:

- Why was his first 2 hires a Talent Aqcuistion specialist and a Sales Ops way before they had a commerial and GTM team in place?

- How has his hiring philosphy evolved as the company needs evolved?

- How do you balance the need for personal growth of staff vs the need of organization growth?

- What have been some of the most tricky challenges through this growth spurt and how did they handle them?

- Which are his biggest lessons learned from growing the organization at this pace, and what would he do differently next time?

Tune in to learn how Søren and his team have supported the need of the organization with a unique look at who to hire at what point in time, spoiler alert it is not sales people to start with, to get to the 10m Euro mark.

In this episode, we’re joined by Karel Callens, CEO & Founder, Luzmo, an embedded analytics platform, purpose-built for SaaS companies. They bring complex data to life with beautiful, easy-to-use dashboards, embedded seamlessly in any SaaS or web platform and are doing serving many well known customers across Europe and US.

We explore with Karel the concept of stacking S-curves on top of each other, making sure to always make the most of opportunities ahead and support an upward trajectory, even when that means pivoting, changing ICPs and more to make sure to fuel future growth! Here are some of the key questions we address:

- How do you know it’s time to evolve or expand your ICP?

- What’s the actual process you use when making that kind of pivot or expansion?

- When you make a move to a new ICP, what happens to the existing one?

- What impact does this kind of ICP shift have on the org structurally and culturally?

- How do you align Sales, Marketing, Product, and CS around what might feel like a moving target

- What have been your biggest missteps in making these transitions - and what did you learn from them?

- We talked about stacking S-curves”—how do you plan that kind of growth without losing focus or diluting execution?

Tune in to learn how Karel and his team have set up a process to future-proof their business and always be ready for the next thing, not just to follow but to lead and control their business destiny.