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Jeff Breunsbach

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Gain Grow Retain
Gain Grow RetainImplementation is Not OnboardingThis week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation   Onboarding Implementation Ongoing Finite Period Measurement - Time to Value Measurement - Time to Launch No handoffs Multiple handoffs   Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that supports the customer's goals, the metrics needed to be measured, and the outcomes that need to be defined. -- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of cu...
2023-09-2539 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now. In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!
2023-07-1152 minThis is Growth!
This is Growth!Jeff Breunsbach on Unleashing the Power of Content and Community To Scale Customer SuccessThe lines between Marketing and Customer Success blur when we start scaling the CS team. Many of the skills and tools needed to help drive and understand customer engagement and communication at scale are traditionally owned by marketing. But that doesn't mean marketing should own the Digital CS strategy. To help us unpack this topic I am joined by Jeff Breunsbach⁠, a leader that lives in the intersection of Marketing, CS and Community. In this episode, we delve into the transformative power of leveraging content and community to drive customer success to new he...
2023-06-2744 minRevenue Jam
Revenue JamEp. 11- Rolling Out a Quota to CS l Revenue Jam Live w/ Georgie Papcostas, Sydney Strader, Jeff Breunsbach, & Alli SitkiewiczRetention is now, more than ever, the new acquisition. With deals taking longer to close, more and more revenue leaders are looking to the CS team to fill the revenue gap left by a more challenging sales process. Which is exactly why so many CS teams have seen a quota added to their responsibilities.Unfortunately, rolling out a quota to CS teams doesn't always go well. Between the fact that many CS members joined the CS to avoid a quota, many CS teams become stressed by the balance of sales and service, or the rollout plan was...
2023-06-1348 minGain Grow Retain
Gain Grow RetainWhat to do in a Market DownturnKristi Faltorusso, Jeff Breunsbach, and Jay Nathan talk through the current market and how CS leaders can position their teams for success during a recession, where teams are expected to do the same amount of work with less. The group discusses some practical ways leaders can help their CSMs through small changes that continue empowering customers through scaling despite lack of resources. ---------- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.co...
2022-08-0829 minGain Grow Retain
Gain Grow RetainAround the Horn with Kristi, Jay, and JeffToday, we dive into the depths of our LinkedIn content. We try to surface old posts to drum up discussion and opinion... QBRs Customer journey Scaled customer success You can find Kristi here: https://www.linkedin.com/in/kristiserrano/ --- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.   We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. ...
2022-05-2437 minGain Grow Retain
Gain Grow RetainWhy you Should be Running an Advocacy Program and How to Get StartedJay and Jeff chat all things advocacy. Jeff recently made the move to the marketing team as Director of Brand at Higher Logic. Jeff has taken over the advocacy program; he and Jay discuss the first 60 days in the role and running the program! ________ Not sure where your advocacy program stands? Measure it with the Advocacy Maturity Model.  ________   This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com...
2022-03-2530 minGain Grow Retain
Gain Grow RetainCS Blueprint: The Future of Technology and CSIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss the ownership of customer relationships, building playbooks, and predictions around technology, customer success teams, and organizational goals.  ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ ______ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffr...
2022-03-2338 minThe Yaag Project
The Yaag ProjectHow to set up a customer success organization : Jeff BreunsbachIn this episode, Jeff Breunscbach, the Director of Customer Experience at Higherlogic and the co-founder and host of the Gain Grow Retain Podcast, joins us to share his expertise on setting up a customer success organization. He talks about: --> As a first CS hire, what should the focus for the first 90 days be? --> What processes to build during the first 90 days? --> What to do when customers use your customer success team as support? --> How does the role of a CSM look in a 50 member organization vs a 200 member org? --> The qualities to look for when...
2022-03-2144 minGain Grow Retain
Gain Grow RetainB2B Marketing Content for SaaS Folks w/ Yaagneshwaran GaneshToday's episode delves deep into B2B content marketing for SaaS companies and how to produce the content people want and need. The ABM Conversations Podcast host, Yaagneshwaran Ganesh, joins Jeff to deep dive into how customer conversations can influence the best marketing content.  ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Yaag on LinkedIn: https://www.linkedin.com/in/yaagneshwarang/ ______ This podcast is brought to you by Jay Nathan and Jeff Br...
2022-03-1441 minGain Grow Retain
Gain Grow RetainCS Blueprint: Creating Office Hours for your CustomersIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss office hours for customers. Listen in to find out how to get started, the right ways to facilitate these for your and your customers' benefit and how to keep your customers on topic. ______ If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ ______ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Na...
2022-03-1154 minGain Grow Retain
Gain Grow RetainCommunity in B2BToday, Strategic Community Consultant and GGR member, Jenny Weigle, chats with Jeff Breunsbach about community, B2B organizations and how they're connected.    If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Jenny Weigle on LinkedIn: https://www.linkedin.com/in/jennyweigle/ Learn more about Jenny's business here: Jenny's Website   Want to learn more about Customer Success in the coming years? Check out this free resource: The State of Customer Success 2022   Thi...
2022-03-0940 minGain Grow Retain
Gain Grow RetainCS Blueprint: The Secrets To Scaling A Start-UpIn this week's CS Blueprint, Jay, Kristi, and Jeff go through the secrets to scaling a startup, from the article The Secrets to Scaling Zapier to 500 Employess from Employees Themselves. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
2022-02-0342 minGain Grow Retain
Gain Grow RetainCS Blueprint: Leadership Lessons and Utilizing GitLabIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss the Disney move from FastPass to Disney Genie, lessons learned when scaling a company from 0-500, and GitLab as a resource center. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ This podcast is brought to you by Jay Nathan and Jeff...
2022-01-3141 minGain Grow Retain
Gain Grow RetainChurned Customers and Off-Boarding Plans w/ Anita TothToday, Anita Toth joins host Jeff Breunsbach for a conversation about churned customers. This conversation will bring insight into off-boarding plans and how to prepare for an exit interview. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Anita Toth on LinkedIn: https://www.linkedin.com/in/anitamtoth/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff...
2022-01-2837 minGain Grow Retain
Gain Grow RetainCS Blueprint: Webinars, Investing, and CX PredictionsIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss the effectiveness of webinars, how customer success is playing a role in how people invest, and CX predictions in 2022. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... ...
2022-01-2647 minGain Grow Retain
Gain Grow RetainCS Blueprint: Amazon Outage, Compensation Survey & MoreIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss the results of a compensation survey, the Amazon outage, and a 20 minute work meeting idea. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www...
2022-01-2552 minGain Grow Retain
Gain Grow RetainCS Blueprint: Inspiring Leaders and IdeasIn this week's CS Blueprint, Jay, Kristi, and Jeff discuss inspiring leaders, ideas, and articles. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www...
2022-01-2146 minGain Grow Retain
Gain Grow RetainCustomer Success and General Counsel w/ Lisa GilleyToday, Lisa Gilley, General Counsel at Higher Logic, is here today for a discussion with Jay and Jeff on how General Counsel and Customer Success teams can work together. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Lisa Gilley on LinkedIn: https://www.linkedin.com/in/lisagilley2021/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff...
2022-01-1945 minGain Grow Retain
Gain Grow RetainCS BluePrint: CS Articles and BrainstormingIn this week's CS Blueprint, Jay and Jeff walk through a few customer success articles, and brainstorm CS strategies. Our goal: to give tactical, direct advice to customer success leaders. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2022-01-1729 minGain Grow Retain
Gain Grow RetainThe Center of Customer Experience w/ Rhonda KellerToday, Rhonda Keller, Sr. Director Education Services, Community, & Internal Enablement for Customer Success at Apptio, joins the show today for a discussion on customer success with host Jeff Breunsbach. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Rhonda Keller on LinkedIn: https://www.linkedin.com/in/rhondakeller2021/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff...
2021-12-2738 minGain Grow Retain
Gain Grow RetainCustomer Onboarding for Scale w/ Jeff HecklerToday, Jeff Heckler, Director of Customer Success Solutions at MarketSource, is here to talk with Jeff about his 10 point list for a better strategy when onboarding at scale. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ Connect with Jeff Heckler on LinkedIn: https://www.linkedin.com/in/jeffheckler/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/
2021-12-2246 minGain Grow Retain
Gain Grow RetainPutting Your Buyers First w/ Amy VolasToday, Amy Volas, Founder and CEO of Avenue Talent Partners, is here to talk with Jeff about her LinkedIn post that shares how she has closed $100,00,000+ in her career. Hint: You must focus on the buyers needs! If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in...
2021-12-0343 minGain Grow Retain
Gain Grow RetainCustomer Success Metrics w/ Ryanne DoumetToday, Ryanne Doumet of PandaDoc, is here to talk with Jeff about metrics in customer success. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2021-11-1537 minGain Grow Retain
Gain Grow RetainThe 10 Customer Commandments w/ Megan BowenIn today's episode, Jay and Jeff are joined by Megan Bowen. Megan is the COO and CCO of Refine Labs, and is here today to discuss her 10 Customer Commandments. Megan's post on The 10 Customer Commandments. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www...
2021-10-0640 minGain Grow Retain
Gain Grow RetainCreating Valuable QBRs w/ Emily GarzaThis week Emily Garza, AVP of Customer Success, joins the show. Emily and Jeff dive into QBRs and key factors to consider when putting them together. If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2021-06-2942 minGain Grow Retain
Gain Grow RetainTending to Your Community with Brian OblingerThis week we were joined by Brian Oblinger to talk about community. Brian is Chief Community Officer at Brian Oblinger Strategic Consulting. Tune in to listen to Jay, Jeff, and Brian talk about the importance of community and being customer-centric! -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in...
2021-04-0537 minThe Member Engagement Show
The Member Engagement ShowDelivering More Engaging Virtual Events with Jeff Breunsbach, Tirza Austin, Chris Detzel, and Brett WangmanThis week we've brought together a group of experts to help strategize your virtual events. Jeff Breunsbach, Tirza Austin, Chris Detzel, and Brett Wangman discuss how once the pandemic started, we needed to shift our focus to virtual events and webinars. Though we had to scramble to get through 2020, this year we can hone what it takes to create a successful virtual event. Our experts talk about the importance of our community we are engaging with, and the content we want to create. Listen now to hear to them talk about transformational ideas within our new normal of communication.
2021-02-2427 minThe Customer Experience Podcast
The Customer Experience Podcast117. Your First 30, 60, and 90 Days In a CX Role w/ Jeff BreunsbachWhat should your first 30, 60, and 90 days in a new CX role focus on? Be prepared for most of your time to be spent listening.In this episode, I interview Jeff Breunsbach, Director of Customer Experience at Higher Logic and Founder at Gain Grow Retain, about designing a peer-to-peer community that goes beyond online.What we talked about:- The relationship between customer experience, community, and customer success- The vision underlying Gain Grow Retain- The first 90 days in a new CX role- Creating a peer-to-peer community...
2021-01-1948 minB2B Growth
B2B Growth1327: How Customer Success Can Drive 30% YOY Growth w/ Jeff BreunsbachIn this episode we talk to Jeff Breunsbach, Director of Customer Experience at Higher Logic. If you like this episode, you'll probably also love... ...this past episode: #CX 9: The First 100 Days with Joey Coleman ....and this book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Are you getting every B2B Growth episode in your favorite podcast player? If not, you can easily subscribe & search past episodes here. You can also find us on Apple Podcasts or Spotify.
2020-09-0700 minGain Grow Retain
Gain Grow RetainWomen in customer success webinar w/ Matt Myszkowski & FriendsWe're bringing you a guest episode from Matt Myszkowski that opens a conversation around Diversity, Equity, and Inclusion. This recorded live virtual panel discussion sees Matt Myszkowski facilitate a discussion with a number of CS and Diversity & Inclusion professionals, including a number of questions posed by the audience. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/
2020-09-0350 minGain Grow Retain
Gain Grow Retain30-Day Leadership Playbook w/ Nils VinjeA Gain Grow Retain Exclusive session around Leadership in Customer Success. Our guest and friend today is Nils Vinje, a leadership coach and author of the 30-Day Leadership Playbook. The book will be out on September 1st: 30dayleadership.com --- GGR Exclusive Leadership Session https://bit.ly/GGR-Leadership Nils will create an engaging workshop with our GGR Leaders to examine several of his core principles. Come ready to participate and engage with your fellow peers! *Session Sponsored by 30 Day Leadership Playbook* --- If you want to...
2020-09-0137 minGain Grow Retain
Gain Grow RetainGender Equality in customer success w/ Matt Myszkowski & FriendsWe're bringing you a guest episode from Matt Myszkowski that opens a conversation around Diversity, Equity and Inclusion. This episode sees Matt Myszkowski joined by 4 Customer Success professionals to discuss the gender equality statistics shown at Gainsight’s Pulse Europe event in 2019 & how we can all make a difference in changing those. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.li...
2020-08-2948 minGain Grow Retain
Gain Grow RetainYour 90-Day Customer Success Priorities w/ Sara MassonSara Masson, Director of CS at Loopio, jumps on the podcast to talk about what her team has accomplished over the past 90 days. And It Is quite a list! In just three months, the team managed to: -Build and launch a comprehensive, thoughtful, full lifecycle customer sentiment program -Build the habit of proactive insights with annual calls to plan for the year ahead -Define, document, and implement three unique customer teams -Begin tracking customer journey elements clearly in Gainsight -Build the habit of tracking key retention plays in Salesforce -Adopt...
2020-08-2632 minGain Grow Retain
Gain Grow RetainCustomer success is critical to building a valuable SaaS business w/ Rav DhaliwalRav Dhaliwal, an Investor and venture capitalist at Crane Venture Partners, hops on the podcast to talk about how critical customer success has become for early-stage businesses. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-08-2436 minGain Grow Retain
Gain Grow RetainBuilding and scaling customer success w/ Nicholas TysonNicholas Tyson, Director of CS at SmartVault, joins us from Houston to talk about building and scaling customer success. We met Nicholas back In 2019 at the CS100 conference and let me tell you, this guy Is DYNAMIC. His energy and passion Is Infectious so you can hear how excited he gets about what he and the team have been able to accomplish at SmartVault. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you...
2020-08-2135 minCustomer Success Leader
Customer Success LeaderThe Customer May Not Always Be Right, But They Should Be First w/ Jeff BreunsbachFor early-stage companies, building the foundation for a customer success program can be a little daunting. It’s not enough to simply push your product out to market. An in-depth understanding of the customer experience is imperative for designing a strategic plan to support and bolster the efforts of the organization as a whole.   Things like market fit, the power behind your sales engine, and identifying the right problem to assure the right solution are all things Jeff Breunsbach, Director of Customer Experience at Higher Logic, looks at when working with clients.    He...
2020-08-2025 minGain Grow Retain
Gain Grow RetainBuilding out your tech touch model w/ Alex TranAlex Tran, a Client Outcomes Manager from Gainsight, joins the discussion to discuss their approach to tech touch strategy. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-08-1925 minGain Grow Retain
Gain Grow RetainRecruiting and hiring in B2B SaaS customer success w/ Laura WilsonLaura Wilson, an Executive Recruiter for Westwood & Wilshire LLC, joins Jeff to talk more about the recruiting and candidate landscape within B2B SaaS. They review some tactical elements that may be beneficial for first-time managers, candidates and more. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-08-1727 minGain Grow Retain
Gain Grow RetainDriving towards predictable renewals w/ Kristi FaltorussoIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Renewal management and how to look at the customer motions of your team Relationship management and staying transparent with your customers to drive outcomes -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is...
2020-08-1434 minGain Grow Retain
Gain Grow RetainBuilding a culture of employee success and customer success w/ Casey GrahamCasey Graham, CEO of Gravy, drops by to talk about building culture - particularly how starting with your employee success can translate Into customer success. He Is one of the most Interesting people to talk to, this conversation could've kept going for longer. -- Check out Gravy at https://www.gravysolutions.io/ -- tell them Gain Grow Retain sent you! -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by...
2020-08-1342 minGain Grow Retain
Gain Grow RetainHow CSMs can maintain relationships during implementation and onboarding | CSM Office HoursGain Grow Retain has Introduced CSM Office Hours - a way for CSMs and Individual Contributors to connect peer-to-peer. No experts, no panel - just an open discussion to help them Improve In their day-to-day work. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-08-1249 minGain Grow Retain
Gain Grow RetainPutting the customer at the center of your business w/ Andy Burden & Steve BuddAndy Burden & Steve Budd of Substribe join us to discuss how they approach putting the customer at the center of businesses. -- 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/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-08-0730 minGain Grow Retain
Gain Grow RetainLevel up your relationships by asking open-ended questions w/ Bob LondonBob London comes back for Part 2! His first episode crushed it - go back and listen if you haven't already.... it is titled "Customer success managers can get more strategic w/ Bob London" Today he comes back with even more questions that we can be asking to break through the noise with our customers. -- Check out more on Bob's website: http://www.chieflisteningofficers.com/ -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ ...
2020-08-0537 minGain Grow Retain
Gain Grow RetainHow to keep customers engaged during enablement and education w/ Alex Turkovic and Samma HafeezWe're bringing the Gain Grow Retain online community to life as we Introduce a new series called Off The Page - where we highlight conversations that are happening within the community. Today we're joined by Alex Turkovic and Samma Hafeez who have spent their careers In the customer education and enablement space for a quick conversation on what they've picked up along the way. Here's the thread If you want to join the discussion on GGR: https://www.gaingrowretain.com/communities/community-home/digestviewer/viewthread?GroupId=1&MID=11&CommunityKey=1261a423-6343-48a3-a722-6c04...
2020-08-0321 minGain Grow Retain
Gain Grow RetainHow to create smooth account transitions w/ Kristi FaltorussoIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How to shift CSMs between accounts and maintain good relationships with our customers Changing the talk track to fit your customer segments and training your CSMs The age-old question in your career: Do you become a manager or an Individual contributor? -- If you want to join the discussion with thousands...
2020-08-0136 minGain Grow Retain
Gain Grow RetainA Chief Customer Officer can own Sales? w/ Adam FeigenbaumAdam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software. Adam has a fascinating journey and we touch on some key points: His career path and why Chief Customer Officer became a big role In his career How and why he owned the sales function of the organization Why the Chief Customer Officer Is Important to the business -- If you want to join the discussion with thousands of other...
2020-07-2746 minGain Grow Retain
Gain Grow RetainCustomer success is the closest to the customer w/ Kristi Faltorusso 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 comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How can CSMs help launch a product Transforming from bookings to customer success focus Economics of a SaaS business and funding sources Technology and content marketing helping long-tail retention -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/
2020-07-2435 minGain Grow Retain
Gain Grow RetainMake your customer relationships more personal w/ Ethan BeuteToday we've got Ethan Beute, the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners. We dive deep Into how personalized video can... -- Increase the effectiveness of your customer communication -- Make your customers feel a more personal connection -- And can take very small amounts of time to execute well for your team Tons of good Ideas on how to go deep Into this category and find ways to...
2020-07-2238 minUser Adoption
User AdoptionInterview with Jeff BreunsbachListen to the User Adoption Podcast interview with Jeff Breunsbach https://useradoptionpodcast.files.wordpress.com/2020/06/jeff_breunsbach.mp3 Gain Grow Retain For more information, visit useradoptionpodcast.com You can follow the User Adoption Podcast on: Amazon Alexa Apple Podcasts Google Podcasts Radio.com RadioPublic Spotify Stitcher TuneIn Questions?
2020-07-2003 minGain Grow Retain
Gain Grow RetainBuilding customer engagement through podcasts, content and community w/ Logan LylesToday we've got Logan Lyles, Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show. This guy knows his stuff when It comes to creating value for customers In *different* ways. We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to...
2020-07-1727 minGain Grow Retain
Gain Grow RetainCreating customer success w/ Daniel Cattini and Alex TrumanJay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- 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.
2020-07-151h 13Gain Grow Retain
Gain Grow RetainHow should a company set up the organization to ensure customer success w/ Kristi FaltorussoIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organization How do move up Into the executive team Build renewal and retention models In B2B SaaS organizations -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This...
2020-07-0931 minGain Grow Retain
Gain Grow RetainThe sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCXJay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and create one continuous conversation with the customer -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http...
2020-07-0707 minGain Grow Retain
Gain Grow RetainCreating ’Channel’ and ’Partner’ success programs w/ Megan MacalusoMegan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and documentation are the table stakes within a Channel and Partner success program. Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product. Cisco...
2020-06-3034 minGain Grow Retain
Gain Grow RetainBe the quarterback in B2B SaaS w/ Jake DunlapJake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes... Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience The Customer Framework - start with the customer In mind, then build the framework to support around that Incentivize sales teams around the retention and renewal - helps to align the team to selling the right deals and ensuring customers can achieve outcomes ...
2020-06-2434 minGain Grow Retain
Gain Grow RetainQ&A w/ Kristi Faltorusso: GGR Launch, VOC Program, Customer Advisory Board, Account OwnershipIn 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: Gain Grow Retain launch! Voice of Customer Programs (Including NPS) Customer Advisory Boards and how they can be effective Sales and Customer Success - who owns the account? -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth...
2020-06-2236 minGain Grow Retain
Gain Grow RetainBuilding customer success for Enterprise B2B SaaS w/ Matt MyszkowskiMatt 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 success? Can this model work?Preferred Success (For the cloud-based portfolio of customers)Enhanced SLAs - tends to have a degree of value for some Learning resources - help drive adoption and consumption Success...
2020-06-2034 minGain Grow Retain
Gain Grow RetainCustomer success managers can get more strategic w/ Bob LondonBob 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't be forcing Interactions - It has to be valuable for both parties Agendaless Listening - getting Insights for brand strategy and positioning Most listening than talking...
2020-06-1643 minGain Grow Retain
Gain Grow RetainQ&A w/ Kristi Faltorusso: Relationship mapping, relationship dependency, & customer support and customer successIn 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 customers and applying customer success resources? Customer success and customer support In B2B SaaS -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach...
2020-06-0834 minGain Grow Retain
Gain Grow RetainQ&A w/ Kristi Faltorusso: Joining a new organization, evaluating talent, the customer journeyIn 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 presenting current employees with new job offers Management frameworks for teams Big goal: developing the customer journey Transactional mindsets versus retention mindsets -- This podcast...
2020-06-0231 minGain Grow Retain
Gain Grow Retain’Sales’ and ’Customer Success’ in SMB B2B SaaS | Justin Welsh, The Official JustinJustin 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 Compensation could be shifting among the disciplines In a SaaS business Justin doesn't like subjectivity In his ICP Businesses need to find ways to run tests and have...
2020-05-2734 minCHURN FM
CHURN FMEP 63 | Jay Nathan & Jeff Breunsbach (Customer Imperative) How to set up Customer Success for churn shattering results.Today on the show we have Jay Nathan & Jeff Breunsbach, managing partners at Customer Imperative. In this episode, we talked about what they do at Customer Imperative, the biggest difference Jay and Jeff see between the way Customer Success teams operate, and how their quick Time to Value process helps their clients see tangible results in just 30 to 45 days. We also discussed the process they use to put together a customer health score and what to avoid, why companies “push back” on customer success, and who should own customer retention within an organization.  As usual...
2020-05-2749 minGain Grow Retain
Gain Grow RetainQ&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customerIn 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 Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin...
2020-05-2559 minGain Grow Retain
Gain Grow RetainMarketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine LabsWe 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 over it). This should really become a business metric that even sales and marketing are held to. -- Companies have to change their mindset about creating...
2020-05-2032 minGain Grow Retain
Gain Grow RetainBuilding the relationship between customer success and finance | Jane Graham, KronosWe'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 relationship (learning more about the financials) benefits you and the types of conversations you can have with your customers - understanding the situation they might be facing given that this Is a B2B environment Marketing...
2020-05-0823 minGain Grow Retain
Gain Grow RetainLeading indicators for churn | CS Leadership Office Hours-- 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? Mainly built Into tools like Salesforce with custom objects Automated aspects Include product-level data and survey responses to a particular contact or account record CSMs are Inputting notes from calls and tracking engagement...
2020-05-0426 minGain Grow Retain
Gain Grow RetainOnboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard SolutionsDonna 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 The audience during onboarding becomes critical - who are executive sponsors, champions, users, buyers, etc. - they all need to have a plan Customers can rethink "have I made the right choice" - don't let...
2020-05-0135 minGain Grow Retain
Gain Grow RetainCustomer success delivering outcomes | Dave Duke, MetaCXJay 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 transparency Customer success plays like the go-to-market function more than we like to admit; they need to tie delivery to outcomes -- This podcast is brought to...
2020-04-2809 minGain Grow Retain
Gain Grow RetainHow customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCXA 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 relationship with the customer changes 'Success Plans' should be thought about differently as you overlay them over your customer segmentation -- This podcast is brought to you by Jay...
2020-04-2411 minGain Grow Retain
Gain Grow RetainSales transition and tools for collaboration between customer success and product | CS Leadership Office HoursWhat % 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 commissions. Align compensation to milestones of the customer journey Commission variable according to Customer adoption and LTV Commission linked to the payments received from customers (cash in the bank account) Focus on business cases...
2020-04-2144 minGain Grow Retain
Gain Grow RetainBuilding community within your B2B SaaS industryThere'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, cultivate and engage with the community Make communities valuable -- what Is the hard-hitting, actionable content that can drive value How do you build listening channels...
2020-04-2020 minGain Grow Retain
Gain Grow RetainConnecting Customer Success and Finance in B2B SaaS | Carl Yost, Black Diamond AdvisoryJay 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 operations Is becoming a larger-trend In organizations -- retail operations has taken a similar approach to coordinate data and action within one organization Finance organizations have transitioned from an abundance model Into an operational...
2020-04-1624 minGain Grow Retain
Gain Grow RetainInternal Communication and Board Reporting during COVIDJay and Jeff take some time to hit on Internal Team Communication and Board Reporting: Internal CommunicationFind 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 Board ReportingFocus on the retention forecast Focus on the upcoming renewals Leverage the board members to gather their Insight from the market (I.e. what're they seeing In other companies) -- ...
2020-04-1318 minGain Grow Retain
Gain Grow RetainBuilding relationships during uncertain times | ClientSuccess WebinarJay 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 Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan...
2020-04-1055 minGain Grow Retain
Gain Grow RetainChanging metrics and strategies | CS Leadership Office Hours-- 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 have been applied up market to address the influx of new customers. Messaging to customers should be owned jointly by the marketing team and Customer Success, as CS has a pulse on what their...
2020-04-0847 minGain Grow Retain
Gain Grow RetainHow the job market will impact companies and individualsJay 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 Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin...
2020-04-0815 minGain Grow Retain
Gain Grow RetainContract flexibility options to discuss with your team | CS Leadership Office HoursIn 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 still warranted as you enter contract negotiations. Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking...
2020-04-0248 minGain Grow Retain
Gain Grow RetainCustomer engagement during the COVID pandemic | CS Leadership Office HoursIn 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 need to be acutely aware of their customers. needs at this time, reaching out with tailored messaging to understand how their services fit into the changing needs of their portfolio. ...
2020-04-0248 minGain Grow Retain
Gain Grow RetainSetting up a health score that means something | Chris Hicken, ’nuffsaidJay 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 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/
2020-03-2736 minGain Grow Retain
Gain Grow RetainContract levers to use during SaaS negotiationsJay 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 brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn...
2020-03-2320 minGain Grow Retain
Gain Grow RetainThe impact in the SaaS business communityJay 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/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach
2020-03-2015 minGain Grow Retain
Gain Grow RetainCustomer Feedback Programs | Steve Bernstein, Waypoint GroupIn this episode, we are joined by Steve Bernstein, the Founder of Waypoint Group and TopBox. Steve has spent his career perfecting the art of customer feedback and NPS programs as It relates to software companies. Steve offers up his opinion on when to survey customers, the types of questions you should be asking, and the action that responses should enact within your organization. -- Big shout out to Steve and Waypoint Group! Waypoint Group & TopBox: https://waypointgroup.org/topbox/ Steve: https://www.linkedin.com/in/sbernstein/ -- This...
2020-03-0416 minGain Grow Retain
Gain Grow RetainScaling customer success with technology (Katie Yagodnik, Monster)In this episode, Jeff and Katie talk through how Monster has had to leverage customer success technology to deploy against their customer journey. She has worked cross-functionally to implement the tool, data and processes to help her customer success team manage their books of business effectively. -- Big shout out to Katie and the Monster team! Monster: http://www.monster.com Katie: https://www.linkedin.com/in/katie-yagodnik-b3997b/ This can be found on our website: https://customerimperative.com/katie-yagodnik-monster/ -- This podcast is brought to you by Jay...
2020-02-2628 minGain Grow Retain
Gain Grow RetainIntegrating customer success (Stacie Ward, Red Canary)This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business. -- Big shout out to Stacie and Red Canary: https://redcanary.com/ Stacie Ward: https://www.linkedin.com/in/stacieward/ -- This can be found on our website: https://customerimperative.com/stacie-ward-red-canary/ -- ...
2020-01-2130 minGain Grow Retain
Gain Grow RetainBringing improv into the business world (Gail and Bruce Montgomery, ExperienceYES)Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business. -- Big shout out to Gail and Bruce Gail: https://www.linkedin.com/in/gailmontgomery/ Bruce: https://www.linkedin.com/in/bruce-montgomery-7773162/ -- This can be found on our website: https://customerimperative.com/gail-and-bruce-montgomery-experienceyes/ -- 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...
2020-01-2132 minGain Grow Retain
Gain Grow RetainGiving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy: The importance of having consistent feedback loops How VOC programs play into your customer success strategy Why the voice of the customer has become so important to B2B SaaS -- Lauren is co-founder and CEO of LoopVOC, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the...
2020-01-2127 minGain Grow Retain
Gain Grow RetainMarrying together product and customer success (Abby Hammer, ChurnZero)This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two. -- Big shout out to Abby and ChurnZero: https://churnzero.net/ Abby Hammer: https://www.linkedin.com/in/abbyhammer/ -- This can be found on our website: https://customerimperative.com/abby-hammer-churnzero/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2...
2020-01-2128 minGain Grow Retain
Gain Grow RetainHow customer success operations can help scale (Jennifer Kirkland, Conversica)Jay and Jeff are joined by Jennifer Kirkland, Vice President of Customer Success Operations and Professional Services at Conversica and an experienced leader in CS Ops, account management, and product management. Tune in to hear her talk about her approach to CS Ops and change management throughout an organization. -- Big shout out to Jennifer and Conversica:https://www.conversica.com/ Jennifer Kirkland: https://www.linkedin.com/in/jenniferdkirkland/ -- This can be found on our website: https://customerimperative.com/jennifer-kirkland-conversica/ -- This podcast is brought to you by...
2019-12-0432 minGain Grow Retain
Gain Grow RetainScaling customer success (Nalu Medeiros, foreUP Golf)Nalu Meideros, Director of Customer Success at foreUP joins Jeff and Jay in this episode. ForeUP is the first cloud-based point-of-sale software for the golf industry based in the Silicon Slopes (aka Lehi, Utah). He talks about the need for constant improvement in Customer Success, customer segmentation, hiring CSM’s, and more! -- Big shout out to Nalu: https://www.linkedin.com/in/nalumedeiros/ -- This can be found on our website: https://customerimperative.com/nalu-medeiros-foreup-golf/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Cu...
2019-11-2234 minGain Grow Retain
Gain Grow RetainHow can marketing help partner with customer success (Cindy Zhou, LogRhythm)Jeff and Jay sit down with Cindy Zhou, Chief Marketing Officer at LogRhythm (Former CMO at Level Access), where their security intelligence and analytics platform enables organizations to detect, contain and neutralize cyber threats with threat lifecycle management. She’s a pioneer of a cross-functional approach to Customer Success and connecting every department, from product to marketing and sales and how that shapes engagement with customers. -- Big shout out to Cindy: https://www.linkedin.com/in/cindyzhou/ -- This can be found on our website: https://customerimperative.com/cindy-zhou-logrhythm/ --
2019-11-0833 minGain Grow Retain
Gain Grow RetainWhat is Customer Success Webinar w/ Jeff BreunsbachOn part two of our webinar series, you’ll hear from Customer Imperative’s very own CS Ops expert, Jeff Breunsbach. He’s worked with over 30 SaaS companies during his tenure at Customer Imperative’s and has a wealth of knowledge to share about what Customer Success means for SaaS organizations. -- This can be found on our website: https://customerimperative.com/what-is-cs-webinar/ -- 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...
2019-10-3021 minGain Grow Retain
Gain Grow RetainFocusing on outcomes that customer success can help drive (Drew Kelley & Dave Duke, MetaCX)For episode 6, Jeff and Jay sat down with Dave Duke and Drew Kelley of MetaCX, a company seeking to transform how businesses manage their customers and how customers manage their vendors. Dave Duke shares his view of the transformation of Customer Success operations, while Drew Kelley provides insight into how Customer Success plays out in the sales process. There’s a lot to learn from these two innovators! -- Big shout out to MetaCX (https://metacx.com/) Drew Kelley: https://www.linkedin.com/in/drewkelleyindy/ Dave Duke: https://www.linkedin.com/in/daveduke26/
2019-10-1634 minGain Grow Retain
Gain Grow RetainStarting customer success from the ground-up (Carrie Gregg, Ministry Brands)Welcome back! This episode Jeff sat down with Carrie Gregg from Ministry Brands, a family of software companies across North America, serving more than 115,000 churches and faith-based organizations thrive in a digital world. She dives into how she built Customer Success at Ministry Brands from the ground-up. A success story you don’t want to miss! -- Big shout out to Ministry Brands (https://www.ministrybrands.com/) Carrie Gregg: https://www.linkedin.com/in/carriegregg/ -- This can be found on our website: https://customerimperative.com/carrie-gregg-ministry-brands/ -- This po...
2019-10-1632 minGain Grow Retain
Gain Grow RetainBuilding customer success Operations with Jason ConradJason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization. Check out more: https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/ -- Big shout out to Jason (https://www.linkedin.com/in/jasonaconrad/) -- This can be found on our website: https://customerimperative.com/cs-operations-webinar-with-jason-conrad/ -- This podcast is brought to you by Jay Nathan and Jeff...
2019-10-1625 minGain Grow Retain
Gain Grow RetainThe basics of managing customer success managers (Danielle Weinblatt, Entelo)In episode 5, Jay talks with Danielle Weinblatt, Chief Product Officer at Entelo who pioneered their recruitment software to help HR teams discover, qualify, and engage with top talent. She gives us her expertise on CSM responsibilities, compensation, and approaches to blending CSMs and account managers. -- Big shout out to Danielle and Entelo (https://www.entelo.com/) Danielle Weinblatt: https://www.linkedin.com/in/dweinblatt/ -- This can be found on our website: https://customerimperative.com/danielle-weinblatt/ -- This podcast is brought to you by Jay Nathan and Jeff...
2019-10-0229 minGain Grow Retain
Gain Grow RetainCross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 2))Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments. -- Big shout out to Lisa and Kronos (https://www.kronos.com/) Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/ -- This can be found on our website: https://customerimperative.com/lisa-pratt/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B...
2019-09-3020 minGain Grow Retain
Gain Grow RetainCross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 1))Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments. -- Big shout out to Lisa and Kronos (https://www.kronos.com/) Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/ -- This can be found on our website: https://customerimperative.com/lisa-pratt/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B Sa...
2019-09-3033 min