Gain Grow Retain
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In the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day-to-day challenges of scaling.
Gain Grow Retain
4M ago
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 starting with post-sale, ending with renewal, and identifying all of the things that happen in between
Set a 60-day goal for customers and identified how many reached it within this timeframe
Utilized Human Centered Design in the process
Connect wit ..read more
Gain Grow Retain
4M ago
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 do this well, you must:
Understand your business goals and your community priorities and then align them well
Use the OGSDT framework (Objectives, Goals, Strategies, and Tactics) in planning
Support your internal stakeholders by understanding their ..read more
Gain Grow Retain
5M ago
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 community?
Should your community be open?
Nisha shares how Gong has become a community that their customers rely on for information, support, and connections. If your company is considering a community, or if you are looking to expand community into Cust ..read more
Gain Grow Retain
5M ago
This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small numbert 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 awareness, you are setting the stage for a scaled approach that works.
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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 tha ..read more
Gain Grow Retain
5M ago
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
Specialized education is better than a 1 size fits all versio
Business
Use educational pieces that help your users have a better understanding of their own business goals
This helps make sure they are maximizing your product for their needs
Market
U ..read more
Gain Grow Retain
5M ago
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.
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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 Link ..read more
Gain Grow Retain
6M ago
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 need to add roles from the 3rd wave much sooner int the process.
Learn more about setting your 2024 team and plans up for the best possible outcome.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer suc ..read more
Gain Grow Retain
6M ago
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 offerings collaboratively across the company to become more retention focused
Helps focus on certain KPIs and metrics that other teams have so you can use the data to tell the story of the customer and the community well
Connect with Nicole
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Gai ..read more
Gain Grow Retain
6M ago
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.
Building the case for role specialization
Use case webinars
Listening to customers at scale
Re-onboarding
Technology
Communication through change
Connect with Tessa
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state ..read more
Gain Grow Retain
6M ago
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, Mike's practical examples and insights will help you take a look at scaling in a broader way.
Connect with Mike
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connec ..read more