Gain Grow Retain

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 with Brittany

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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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 pain points and workto help close those gaps with community programs using processes they already have in place
• Make sure you are tracking both community and company metrics (and tie them together)

This information-packed episode is a must for anyone who is running, or looking to add or expand a customer community.

Connect with Jake

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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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.

Sharing some focused areas that shifted from a 1:1 to a 1:many without a heavy internal lift with ideas such as Office Hours, communication shifts, measuring everything and using that data to identify priorities, and developing asynchronous content, Dan provides some valuable methods that were successful for his team and customers.

Connect with Dan here

Good Strategy, Bad Strategy Book Summary

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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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.

1. Why Community (What is the ROI/Value)
2. Who should own and run customer communities?
3. How do you staff a community?
4. How do you get people to share content in a new community?
5. 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 Customer Success, be sure to add this podcast to your queue!

Connect with Nisha

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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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 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 that we can learn from one another. Check out more atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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

• Understanding market trends can help your customers understand how your product fits into their goals
• Keep an eye on other products that have overlap and make sure those intersection points are well understood

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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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 success.

We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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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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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.

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 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 atGainGrowRetain.com! Or follow ourGGR LinkedIn page.

GGR was co-founded byJeff BreunsbachandJay Nathan- be sure to follow for customer success content.