Gain Grow Retain

Matt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization. Building a Board Area and concentration around Customer Success Change In the way leadership talks about Customer Success Outcomes-based approach to the customer success team Do we charge for customer...

Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view. In our discussion we cover: Why listening matters to every business (and why we're not doing enough of It) Retention Is more important than any other time In history of SaaS We can...

Today’s the day... The most impactful customer success community launch in history: Gain Grow Retain is going live to the public. What is Gain Grow Retain? An open, free community, built by and for customer success leaders. We have seen firsthand the power of #customersuccess leaders coming together to learn and grow professionally. Please check out GainGrowRetain.com to become a contributing memb...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Relationship mapping at organizations Too dependent on relationships How does your customer make money? Freemium, proof of concept and pilot - how are you onboarding cu...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Coming In as a new leader at an organization Business-case with the CFO Gainsight Pulse: how do you execute so fast on your 120-day plan? Evaluating talent and presenti...

Justin Welsh joins us on the podcast, and he has a number of fantastic Insights to learn from his experience In sales roles at a number of B2B SaaS organizations. Justin coaches SMB SaaS founders and sales leaders to accelerate recurring revenue toward $50M. In our discussion we cover: We need to consider how we can listen better to our customers His concept of One Continuous Conversation Compensa...

In a new weekly segment we've asked Kristi Faltorusso , VP of Customer Success at IntelliShift , to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Joint Success Plans Customer Marketing Customer Health Executive Sponsors Top Qualities In CSMs -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of C...

We have Chris Walker , the CEO of Refine Labs , who has focused his career around the future of demand generation. His firm takes a firm approach to leading growth-stage SaaS companies. We sat down to talk through the relationship between marketing and sales within this environment. Some key highlights: -- Retention is generally a metric that is placed upon the CSM (who may not have much control o...

We're joined by Jane Graham , Vice President, Customer Success and Renewals at Kronos , to talk more deeply about the relationship between customer success and finance. Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation This re...

-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- What are the leading Indicators of churn that you're looking to Identify? Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business Health Presence of Competitor Product & Support Performance How are you tracking customer health and risk? Mai...

Donna Weber of Springboard Solutions joins Jay to talk about Donna's recent webinar around onboarding and enablement. First Impressions, confirmation bias and buyer's remorse are all concepts we need to pay attention to. When customers adopt quickly they renew forever - we can no longer use 'hope' as a strategy after the deal closes Onboarding becomes the most critical milestone within the journey...

Jay joins Dave Duke of MetaCX around how customer success teams can help deliver outcomes for customers: Talk for a few minutes about how MetaCX helps align to outcome delivery for customer success teams Data and analytics becomes a major point in this discussion to tie the strategy to outcomes Collaboration with customers Is a major asset to a customer success team - there needs to be a transpare...

A fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams... Success planning looks very similar to account planning that's been around for a number of years Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey The 'Success Plan' changes over time as the rela...

What % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this? Organizations need to incentivize looking for long term goals instead of short term revenue Potential ideas to help when working with sales: For the good customer (within ICP), Pay more incentives; while for customers who are not within ICP, the Sales team gets fewer commission...

There's an opportunity to build and cultivate a community within your B2B SaaS Industry. The COVID Pandemic could be the catalyst needed to spin up a community that can become an aspect of your customer success strategy. Communities can be a way to support the long-tail of your customer-base but It needs to be broader than just your product This needs to be a full-time dedicated job to build, cult...

Jay and Jeff bring on Carl Yost of Black Diamond Advisory to talk about the Importance of customer success and finance building a relationship. Forecasting models have become daily exercises that help finance teams operate the business Customer success should be creating a 'pacing-model' that can layout assumptions and adjust as time goes - this can be beneficial to finance teams Revenue operation...

Jay and Jeff take some time to hit on Internal Team Communication and Board Reporting: Internal Communication Find ways to share the hypothesis and tactics that have been Implemented - possibly release this company-wide and Mondays/Fridays so everybody knows whats happening Find Intimate 1v1 ways to record a video and share It with an Individual, a team or customers when trying to give updates Boa...

Jay joins Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&A with the audience to hit on relevant topics to CS leaders. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imper...

Jay and Jeff sit down to talk about the job market at B2B SaaS organizations during this pandemic. A couple of quick hits: Individuals need to find ways to stand out (LinkedIn connections, building a 'new version' of the resume) Organizations need to be forecasting so that they can have the right staffing model -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperat...

-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- Customer Engagement Modification: More human touch has been inserted into most companies tech-touch segments. Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption For booming industries, the lessons learned from tech touch hav...

In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility Levers available when talking with clients about account freezes or pricing reduction requests: Contract Term Length Discounts and Free Services Evaluating Pricing Structure Some objectivity during this time is stil...

In Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic. Thanks to our panelists: Megan Bowen, Platterz Ziv Peled, AppsFlyer Aaron Thompson, SuccessHacker Sheryl Hawk, Customer Imperative Customer Engagement Customers are going to remember who was a partner and willing to ride this out with them! CSMs nee...

Jay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts. -- Big shoutout to Chris Hicken and the ' nuffsaid team -- This podcast is brought t...

Jay and Jeff dive Into typical SaaS contracts - particularly the levers available for a business to pull during negotiations. This has become a major topic of conversation given the current political climate. -- If you are Interested In attending our CS Leadership Office Hours, be sure to drop us a line on LinkedIn and we'll send you the Invite. Every Thursday at 11:30am EST. -- This podcast is br...

Jay and Jeff sit down for a new format...shorter episodes, quicker hits and full of punch. This week they dive Into the ever-present Coronavirus and how that Is Impacting the SaaS world. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ J...