Advancing Beyond Team-Centric Technology and catering directly to your customers with

Customer-facing teams rely on team-centric and customer-centric tools to operationalize and run their businesses.

Team-Centric tools

Customer-facing teams typically rely on a CRM and a Customer Service System. Additional optional tools they may use include Customer Success platforms, BI tools, data and analytics platforms, customer-education Learning Management Systems, and several others. These tools are the backbone of Customer Success, Support, Sales, Technical and Professional Services, and data engineering and analysis teams.

These subscription-based tools allow you and your team to effectively run, manage, and operationalize your business.

We know these are team-centric tools because we pay for them by the number of team members who use them.

Amongst your team-centric tools,

  • your CRM is for your salesforce and marketers,
  • your CS platform is for your CSMs,
  • your customer service system is for your support teams and
  • the rest of your tech stack, e.g., your BI tools, Data platforms, and analytics systems, further empower your teams. integrates with and learns from your entire team-facing tech stack and your customer-facing products to engage and influence your customers directly

Customer-centric tools

Your product serves your customers.'s AI-driven Digital Customer Success and Account Managers are designed with your customers in mind, delivering insights, tailored recommendations, and personalized learning experiences directly to them.

So, just like your business' products, caters to your customers directly.

Let's take a quick look at the various tools in a tech stack and how integrates with and learns from them.

Team-centric tools

CRM (Customer Relationship Management)

Your contact list on steroids — the nerve center for sales and marketing teams

CRM is a tool that the sales and marketing team rely on to keep track of all the people and companies they're talking to. It helps them remember who is interested in what product when they last talked and what they need to do next to make a sale.

CS (Customer Success) Platform

Your customers' health management system — the go-to tool for post-sales teams, i.e., customer success and account managers

The Customer Success Managers (CSMs) use a CS platform to closely monitor and nurture customer health, manage individual customer journeys with personalized attention, and ensure proactive communication. They leverage these systems to streamline onboarding, meticulously track interactions, and seize opportunities for growth through upselling and advocacy. By using CS platforms, CSMs act on feedback, coordinate with account management and other teams, and guide customers toward successful outcomes.

BI (Business Intelligence) Tools

Super-powered calculators — for your data analytics teams

BI tools are the analytical brains that process vast amounts of data to inform business strategies. They take a lot of data from different parts of the company - like sales numbers, customer feedback, and more - and turn it into easy-to-understand graphs and reports. This helps the team make smart decisions by understanding trends and patterns.

Data Platforms and Analytics Engines

The backbone of a company's data strategy — for your analytics teams

They're critical for making informed decisions based on data. Whether it's understanding customer behavior, optimizing operations, or predicting future trends, these platforms equip businesses with the power to navigate the vast sea of data they collect and turn it into actionable intelligence.

Customer Service and Support Systems  

The management center for customer support — for your support teams

When customers have a problem, question, or need help with a product, they contact your support team. The support teams rely on systems like Zendesk, Hiver, or ServiceNow to manage customer requests. They help the support team track who needs help, their issue, and how to resolve it. It's all about being responsive and ensuring customers are cared for quickly and effectively.

Learning Management Systems (LMS)

Digital 1-to-many self-service customer education tool

LMS creates, distributes, and manages educational content and training programs in a scalable 1:many manner.

LMS is a digital online classroom that's always open and accessible from anywhere. It is where your customers can learn about your product, track all your learning progress, and get certified experts with your product.

While Learning Management Systems (LMS) offer a cost-effective and scalable alternative to traditional in-person training methods, they are a one-size-fits-all solution. Conventional LMS lacks personalization and, therefore, can not address every user's specific challenges, questions, or learning styles, leading to a less effective learning experience for several users.

While LMS platforms efficiently democratize access to learning materials, a notable drawback emerges in their one-size-fits-all approach. This lack of personalization can lead to a mismatch between the content and the specific needs or learning styles of individual users, thus potentially diluting the impact of the learning experience.

Later, we will discuss how the can deliver the scale of 1:many LMS and dynamic learning experiences of 1:1 traditional training via personalized learning use cases.

Customer-centric Tools

Your Product and Services

Your product and services serve your customers directly, similar to AI-driven Digital CS/AMs that serve your customer personas and users directly without CSMs in the middle. can integrate with and learn from your team-facing tech stack and customer-facing products.

The AI and automation tool to grow and preserve revenue — catering directly to your customers integrates with and learns from your CRM, CS platform, LMS, BI tools, and any other system your teams and customers use, including your customer-facing products. It draws from the collective intelligence of all these tools to deliver a cohesive and comprehensive experience to the user.

Self-Service LMS versus Personalized Learning

Personalized Learning, going beyond self-service LMS, using AI-driven Digital trainers

Where conventional LMS might offer a static course catalog, cast. app's AI-driven Digital-CSMs create personalized learning experiences for users. They can dynamically tailor content by persona, customer behavior, preferences, feedback, and interest, much like they personalize presentations and recommendations.

Unlike a traditional LMS, which waits for users to seek out information, cast. app's AI-driven Digital trainers proactively offer personalized learning paths, helping users understand products better, encouraging effective use, and ensuring they derive utmost value from their investment. Personalized Learning is shorter, easier to understand, and much easier to change and edit when compared to a conventional video course.

While 1-to-many Digital CS and self-service LMS offer the scale essential for businesses, they do so at the expense of 1:1 interactions. provides the best of both worlds, scalable 1:1 Digital experiences to grow and preserve revenue.

Personalize Learning >> LMS, an example

Here is an example of Personalized Learning. The system knows that Drake has completed DMAIC and fishbone training and is ready for the 6-sigma - 5 Whys section.

Therefore, the personalized training for Drake provides the 5-whys training but also shares a summary of the prerequisites DMAIC and Fishbone diagrams.

As a side note, Lean 6-Sigma uses the DMAIC problem-solving framework and is an abbreviation for Define, Measure, Analyze, Improve, and Control. The Fishbone Diagram is a visual representation for root cause identification.

In essence, represents a significant leap in our journey, advancing beyond the confines of team-centric technology to deliver uniquely tailored, customer-centric experiences, thus redefining the way businesses engage and educate their clients in today's digital landscape.

If you are interested in replicating Pure Storage’s success and ROI, please set up a demo at's Digital CSMs has added $400,000 per quarter to Pure Storage in additional revenue and cost savings." 

Rigo Rodriguez,
Senior Director of Global Customer Success, 
Pure Storage

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