Gain Grow Retain

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 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.

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 indicators
• Trust your fellow teams to do their part in the process...change has to include everyone
• Ask questions and collaborate

Bottom Line:

- Prioritization is important

- Determining effective use of time for resources

- Make sure what you are measuring has an impact and improvement will be invested in

Connect with Dillon

Lifetime Value

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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 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.

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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.

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 each potential priority
• Decide after gathering data (but don't let the research go on too long!)
• What are the responsibilities of the leader in helping the team successfully work on the prioritized project?
• How can you utilize routines to make it outcomes focused without stifling creativity?

Connect with Sandy

Revenue CCO

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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.

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 on scale without sacrifice.

Connect with Daphne

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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 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 started to potential roadblocks, the conversation focuses on the shifts teams and companies need to start making to utilize this powerful tool.

Connect with Rohan Gupta

Connect with Gopal Srinivasan

• Implications of Generative AI: https://www2.deloitte.com/us/en/pages/consulting/articles/generative-artificial-intelligence.html
• Sustainable Growth in SaaS: https://www2.deloitte.com/us/en/pages/consulting/articles/enterprise-saas-ndr-growth.html
• The Shift to Customer Outcomes: https://www2.deloitte.com/us/en/pages/consulting/articles/the-shift-to-customer-outcomes.html

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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 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 whether they have a named CSM or not.

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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.

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 loss of your primary stakeholder. After sharing some practical tips, the group them shifts to answering audience questions, making this a great podcast to revisit.

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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 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 more effective than any other method.

Listen to the process she and her colleagues worked through to move from a space that was operating without leadership to one that is providing value to customers through a variety of opportunities.

Connect with Shauna

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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 LinkedIn page.

GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

 

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 relationships, but do it in a way that builds value beyond the current relationship building processes.

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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 LinkedIn page.

GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

 

*This podcast is sponsored by Higher Logic Vanilla.