053 - Rethinking Customer Data: From CRM Chaos to Customer Outcome Maps w/ Tim Gosnell, CEO, CommonThread

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Pitch, Build, Scale - Startup Founder Stories in the Age of AI

Chris Fanchi

53 episodes

6 days ago

That spark of innovation? It's just waiting for the perfect combination of tools and talent to bring it to life. This is "Pitch, Build, Scale": Each episode, we connect with the builders, the visionaries, and the problem-solvers who are redefining what's possible with today's technology - and pioneering the websites, apps, and software products of tomorrow. These are the conversations that transform how we build, how we sell, and how we scale technology businesses in a world where the tech evolves by the minute. Ready to stay ahead of the curve? This is "Pitch, Build, Scale".

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053 - Rethinking Customer Data: From CRM Chaos to Customer Outcome Maps w/ Tim Gosnell, CEO, CommonThread

Pitch, Build, Scale - Startup Founder Stories in the Age of AI

43 minutes 2 seconds

6 days ago

053 - Rethinking Customer Data: From CRM Chaos to Customer Outcome Maps w/ Tim Gosnell, CEO, CommonThread

What if your customer data could think - and show you exactly where revenue is won or lost?

In this episode of Pitch, Build, Scale, host Chris Fanchi sits down with Tim Gosnell, Founder of CommonThread AI, to explore how agentic AI is redefining how RevOps and SaaS companies understand customers.

Tim shares the journey from early Atari programming days to building a system that maps every touchpoint and outcome in real time, revealing where relationships thrive, where churn begins, and how AI can elevate human connection rather than replace it.

If you’ve ever struggled with messy CRMs, disconnected pipelines, or “data-driven” decisions that still miss the mark, this conversation will change how you think about growth.

🕒 Chapters

00:00 The Next Revolution: Why AI Is Bigger than E-Commerce

02:00 Tim’s Origin Story: From Atari to AI

06:20 Lessons from Early Startups and the Birth of CommonThread AI

08:45 Fixing CRM Chaos and Building Better Data Pipelines

11:40 Customer Journeys vs. Customer Outcome Maps

15:00 Deep Understanding over “Insights”

17:00 From Retention to Evangelism Why Positive Impact Matters

20:00 RevOps Use Cases and Why Messaging Matters

23:45 AI’s True Impact — A 100-Year Revolution

28:40 Workflow Transformation and AI Specialization

33:00 Agentic AI and the Next Wave of Automation

36:20 Fear, Faith, and the Human Side of AI

40:00 Leadership, BHAGs & Redefining Success

42:00 Where to Connect with Tim Gosnell

🔗 Resources

CommonThread AI → https://www.commonthread.ai

Connect with Tim on LinkedIn → https://www.linkedin.com/in/somepeoplecallmetim/

Grow your revenue with host Chris Fanchi's Big North Marketing → https://bignorthmarketing.com

Conversations like this feed the new book "Managing AI: Humans, Agents, and the Future of Work" by Chris Fanchi — releasing November 18. Visit https://bignorthmarketing.com/managing-ai to learn more and pre-order today!

#customerjourney #crm #revops