Beste Gain Grow Retain podcaster (2024)

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Scaling CS with Brittany Soinski of Loom 46:43

4M ago46:43

46:43

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important. This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program: Created an onboarding team who is dedicated to owning this process Developed strong templates by s…

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Building Community/Business Alignment 52:27

5M ago52:27

52:27

This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is more than just a 'nice to have' opportunity. Community needs to be embedded into business operations, and to …

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Scaling CS with Dan Ennis from Monday.com 46:20

5M ago46:20

46:20

This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS. Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same increase in input on the human side", Dan walks us through the scale process Monday.com went through. Shari…

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Scaling Customer Success with Nisha Baxi from Gong 1:01:36

5M ago1:01:36

1:01:36

This week Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community. Why Community (What is the ROI/Value) Who should own and run customer communities? How do you staff a community? How do you get people to share content in a new commun…

1
10-Minute Trumpet: 3 Keys for Scaled Success 7:20

5M ago7:20

7:20

This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well. Simple options such as education and training Tracking consistency Strong content that resonates with customer needs By making sure these pieces are well built and have strong customer awa…

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10-Minute Trumpet: 3 Layers of Education: Product, Business, Market 8:33

6M ago8:33

8:33

This week, Jeff Breunsbach takes a look at some important components of customer education: Product Learn what part of your product aligns with the customer needs Our customers don't need to utilize every part of our product or be aware of every new feature Focus on the features and aspects they need and help them become experts in those areas Spec…

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10-Minute Trumpet: Having a Named CSM 8:12

6M ago8:12

8:12

This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are now in a position to pivot, but an understanding of that impact must be understood in order to successfully transition. -- Gain Grow Retain exists to co…

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10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles 8:19

6M ago8:19

8:19

This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away from 1:1 towards a more scaled focus, we ne…

1
Integrating Your CS Goals with Community 40:05

6M ago40:05

40:05

This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider. Helps move from a transactional to a relational and learning experience Helps align the community around scaled ideas to create synergy and utilize tools and…

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Scaling CS: Tessa Thorburn with Loom 40:42

7M ago40:42

40:42

Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her team increase customer value effectively. Buil…

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Scaling CS: Mike Sasaki with Emburse 52:29

7M ago52:29

52:29

In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effectively with strong results to other areas of consideration that have to be managed when scaling programs,…

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Rolling Out Changes 44:13

7M ago44:13

44:13

Change is inevitable, but how a leader handles it can be the difference between success and failure. Join Dillon Young, Leader of CS at Maxwell as he and Jeff Breunsbach take a look at changes and how to handle them well. Identify issues and gaps, focusing on leading indicators Evaluate potential solution effectiveness identifying lagging indicator…

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Implementation is Not Onboarding 39:48

7M ago39:48

39:48

This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation OnboardingImplementationOngoing Finite Period Measurement - Time to ValueMeasurement - Time to LaunchNo handoffsMultiple handoffs Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that support…

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Setting Priorities for Your Team 40:03

7M ago40:03

40:03

Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discussed: Prepare by understanding the resourcing, the organizational needs, and the cost of NOT doing it for e…

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Scaled CS: Daphne Lopes, Hubspot 1:04:11

8M ago1:04:11

1:04:11

Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS. In this episode, learn how segmentation, data models, content, and cross-collaboration all play a foundational role in creating a customer experience that is based o…

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How CS Leaders Can Adopt AI 46:22

8M ago46:22

46:22

This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success. Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI to support the work they do in a more effective and efficient way? From practical suggestions for getting …

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10-Minute Trumpet - Specialized Roles 8:36

8M ago8:36

8:36

This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketers, and Community Managers can help drive specific outcomes by developing campaigns that benefit customers …

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The Vault -Building Relationships During Uncertain Times 55:42

8M ago55:42

55:42

In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the los…

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Scaling CS with Community 44:55

9M ago44:55

44:55

This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is m…

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10-minute trumpet - Relationships at Scale 8:11

9M ago8:11

8:11

This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale. Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single point of contact are all factors. Take a listen to a variety of ways Jeff suggests to not only scale your relat…

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10-Minute Trumpet - Over-indexed on having named CSMs 7:03

9M ago7:03

7:03

This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems. Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more va…

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Scaled CS is all about efficiency 47:19

9M ago47:19

47:19

Scaled CS is a hot topic due to the constraints most organizations are facing, but what does that really mean and how do you do it well? Chris Dishman, SVP of Customer Success at Totango spends some time with Jeff sharing his insights. Scaling CS doesn't change the focus of CS, it simply looks at ways to make the process of helping customers realiz…

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10-minute Trumpet - Take Pressure Off Your CSM Team 7:23

10M ago7:23

7:23

This week, Jeff takes a quick look at how to help your CSM team manage the increasing pressure they are under: 1:many programs. Jeff walks you through 5 steps to move quickly into some effective and simple ways to to allow your CSMs to scale where they can so they can focus on what they need to. -- Gain Grow Retain exists to connect people, knowled…

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The Vault - 7 Pillars of CS 39:33

10M ago39:33

39:33

This week we are bringing back a 2021 podcast with Wayne McCulloch on the 7 pillars of Customer Success. Focusing on the fact that it is moments with the customer rather than the customer relationship that is owned, Wayne shares how focusing on those key moments will provide a stronger customer experience. With some practical examples, Wayne shares…

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Want to Become a World Class CSM? 8:29

10M ago8:29

8:29

In this 10-minute trumpet, Jeff Breunsbach shares his views on how CSMs should be preparing for career growth. Instead of the Enterprise-level CSM being the goal, focusing on building scaled CS skills is going to give you the biggest bang for your buck. How? Leveraging a 1:many focus in areas that increase your reach Focus on writing skills Identif…

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The Vault - Where does Community fit into your Customer Success Strategy? 32:22

10M ago32:22

32:22

In this Vault episode from October, 2020, Joe Huber, formerly the Customer Community Strategist at Sprout Social joins Jeff to talk about the impact of community as a part of your organization. Not only can community provide space for customers to share best practices, create sub-groups based on focus, needs, and company type, share processes and t…

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Jay Nathan’s Take on CS 1:03:47

11M ago1:03:47

1:03:47

First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success. From the start of Gain Grow Retain to Jay's thoughts on Customer Success's role in a variety of organizational goals, this episode dives into some of the common questions being asked. Why do we need CS? How is …

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Using Events to Strengthen Your Customer Experience 43:42

11M ago43:42

43:42

Events are no longer a 'nice to have' for companies. Instead, they are opening the doors to stronger relationships and engaging with customers to become a massive opportunity in a people-first Go-to-Market' plan. This week, Mark Kilens, CMO at Airmeet joins Jay to talk about how they are using events as a catalyst for understanding and ultimately s…

1
The Vault - How CS Operations can Help Scale 32:04

11M ago32:04

32:04

This week GGR dusts off another gem from the past, this one from December 4, 2019. A strong CS Ops team can make a huge difference within an organization and be a force multiplier for the entire CS team. Jennifer Kirkland (formerly VP of CS Ops and Professional Services at Conversica, currently Executive VP of Client Success at Axero) joins Jeff an…

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Renewals 46:09

12M ago46:09

46:09

Where should renewals live, and why it doesn't really matter... That's the focus of a conversation between Julie Fox, Senior Manager of CS at FloQast and Jeff Breunsbach this week. Regardless of which department owns the renewal process, it really has to be a team sport, where success is based on the involvement of everyone. Customers do not renew …

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Focus on Your Customer 42:15

12M ago42:15

42:15

Are your customer meetings focusing on your product or your customer? If you are spending time talking about your product, you are leaving a lot of value on the table (and probably finding it difficult to get your customers to keep coming back for more). This week, Bob London and Jeff Breunsbach spend some time talking about how a shift from a prod…

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Making Your CSMs Become Great Change Management Experts 7:08

1y ago7:08

7:08

Your customer won't wake up tomorrow thinking "I cannot wait to use XX product more today!" Jeff Breunsbach takes some time to look at the role change management plays in product adoption. Look for ways to reduce customer effort Identify business problems to solve Update processes where necessary Identify customer stakeholders who will be impacted …

1
Meeting Prep is a Lost Art 8:01

1y ago8:01

8:01

Are you making sure your meetings are 'Can't Miss'? In this week's 10-minute trumpet, Jeff talks through some simple ideas for not only using meetings strategically, but adding simple before and after processes that can hep you make a lasting impression and stand out. 'Do the simple things really well' ----- Gain Grow Retain exists to connect peopl…

1
Building Predictability Into Your CS Organization 37:03

1y ago37:03

37:03

Rod Cherkas, CEO and founder of HelloCCO, joins Jeff Bruensbach this week to talk about creating predictability and stability through consistence processes, which come from building consistent skills. In order to make this happen, CCOs (or those who aspire to become one) should focus on: Building cross-functional relationships Communicating effecti…

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Our CSMs Are Really Change Management Experts 39:08

1y ago39:08

39:08

CSMs are really in the business of helping our customer champions become really great change management experts. Let's prepare our customers for the people, process, and technology updates necessary to adopt our product Connect with Garrett here Connect with Michael here ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advan…

1
CSMs should be great change management experts 6:53

1y ago6:53

6:53

Customer success teams aren’t here to simply train the customer on using a product. Customer success teams are change management agents. Helping guide a customer to an outcome through people, process and technology habits. Reframe the thinking for your CS teams. Join the conversation. ----- Gain Grow Retain exists to connect people, knowledge, and …

1
10 Customer Churn Benchmarks for SaaS Leaders 50:11

1y ago50:11

50:11

This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights: no statistical alignment between whether satisfied customers stay (CSAT) inertia is real - make sure you aren't giving your customers a reason to leave story telling the history of your relationship is a good thing measurable results is on…

1
Churn Benchmarks 18:17

1y ago18:17

18:17

Are your churn benchmarks telling you what you think they are? Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise you! Jay shares some key takeaways for 5 of the 10 benchmarks reviewed in the report. CSAT - no statistical correlation between customer reported satisf…

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Strategic, Tactical, and Operational 33:15

1y ago33:15

33:15

Are your CSMs operating with a single point of contact? Damien Howley, CCO of Whip Around shares how having a Strategic, Tactical, and Operational focus in your customer relationships not only prevents that single point of failure when a main contact leaves, it strengthens your customer knowledge in a way that cannot be done with a single relations…

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Scaled CSMs Should Be Creating Content 8:08

1y ago8:08

8:08

Are you using scaled CS as a universal engagement strategy? If not, you are missing out on giving your team the chance to build out their roles due to lack of bandwidth. In building relevant and actionable content, it is important that you: know the persona know the product know the market share best practices have a variety of content types webina…

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Scaled CS is Looking Alot Like Marketing 35:56

1y ago35:56

35:56

This week, Karessa Parish, Growth Marketing Manager at ClassTag joins Jeff to talk about the connection between scaled CS and marketing. Here are some of the key takeaways: Look for ways to automate things that you do over and over Evaluate your content to align with customer self-service needs CSMs should be facilitators rather than information ke…

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QBRs Need an Overhaul 9:25

1y ago9:25

9:25

QBRs are a topic of conversation almost any place that CS professionals gather. That is because they are a vital tool in helping customers understand how your product aligns with their business goals. The problem is these meetings have become another task, and one that many customers are skipping. So how do you move from the old way to a new, more …

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Effortless Experience 46:37

1y ago46:37

46:37

Going above and beyond for your customers seems like a no-brainer, but is it really? Data shows that performing 'Hail Mary's' for your customer doesn't have any greater impact than simply meeting their needs. Matt Dixon shares some tips on what you should be focusing on, and the good news is it is relatively inexpensive in terms of money, time, and…

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Delight vs Effort 16:37

1y ago16:37

16:37

It seems intuitive: you increase retention by delighting your customers. However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the results you are looking for in terms of loyalty, retention, or even advocacy. Instead, strong value and ROI come when companies look for ways to reduce th…

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Trends in the Job Market Around B2B Tech 41:31

1y ago41:31

41:31

Jay is joined by Christina Lock, Founder and CEO of Catch Talent. We talked about trends in the labor market and what she’s seeing across the tech companies her team works with. Here are the questions we went over: What are the trends you see in both the job market and the labor market? How are employers responding to shifts in the labor market? Wh…

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We Need Our CSMs to Become More ”Strategic” 7:16

1y ago7:16

7:16

We need our CSM's to become more "strategic". (What that really means, no one will ever know) BUT, here's an easy way to *start*... Coaching your CSMs to get better at asking open-ended questions AND listening. Open-ended questions often begin with words such as "Why" and "How." Or they can use phrases such as "Tell me about..." 💩 Did you accomplis…

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Building Account Maps for Predictable Outcomes 38:55

1y ago38:55

38:55

Today we are joined by Michael Tuso of Callypso as he brings his experience from sales and account management to share practices that customer success leaders can use: Building account maps can help you identify the right people Sets the stage for consistent account practices Finding ways to build maps at scale and community-driven techniques -----…

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CSMs Should Not Learn to Talk to CFOs 7:20

1y ago7:20

7:20

Make your champion the hero of the story when dealing with their finance partners. Here are 3 ways you can do that: 1) Help prepare them around how to defend the ROI of your product - remember to think about inputs and variables to the model. Think like a lawyer - you have to prove beyond a reasonable doubt. 2) Beyond ROI, help them understand the …

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Scaled CS with Enterprise 54:41

1y ago54:41

54:41

This week, Jon Johnson, Principle Customer Success Manager at UserTesting joined Gain Grow Retain to talk about how to scale in an enterprise environment. Building trust and showing value is a foundational part of the process but segmentation becomes the key to success. Create buckets to segment Get specific Simplify Scale can help you identify the…

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ChatGPT for Scaled CS 24:55

1y ago24:55

24:55

Jeff and Jay come together to talk about three possibilities for leveraging ChatGPT in scaling your Customer Success program: Customer Discovery Key Contact Insights Strengthen Content Learn how using ChatGPT can help speed up some of the processes your team is doing, increasing the value of the time they have to spend with the customers. ----- Gai…

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