Gain Grow Retain

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 product focus to a more strategic role that supports the high level goals and needs of your customer can increase the impact and alignment you have.

• Move into authentic conversations rather than presentations
• Show how other companies are using your product successfully
• Include both tactical and strategic components in your interactions
• Learn the industry needs by finding resources and conversations that allow you to understand where issues and interests are focused

Connect with Bob here

Free UBR Training

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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.

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
• Integrate into their existing tech stack

Moving into helping customers through change management with a new product adoption can help you be seen as a business process and minimize the gaps or risks that exist before they impact adoption.

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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.

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'

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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.

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 effectively
• Segmenting customers and building plans for each segment
• Use 1:many processes for repetive CSM work
• Help stakeholders learn customer experience

Connect with Rod here

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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.

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

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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.

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.

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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, 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 one of the largest factors in longer retention
• make sure your customers are measuring results
• bridge the gap here, especially if results measuring is difficult
• focus on helping your customers utilize your product effectively
• Ask good questions as you set up measurement goals

What benchmarks are you seeing as vital towards predicting potential churn?

Connect with Greg

ChurnRX

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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.

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.

1. CSAT - no statistical correlation between customer reported satisfaction and customer lifespan.
2. Customer Results - is your customer achieving measurable results and is your CS team including this in conversations?
3. Negative Experiences - customer with high number of tickets are not the customers to worry about.
4. Account Down Sell - These customers are not likely to churn.
5. Annual Billing - an important area to move into to increase ARR.

As you listen to this podcast to unpack each of these statements, did any of these surprise you, and are you tracking the right churn benchmarks?

Connect with Greg

ChurnRX

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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.

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
  • webinars
  • workshops
  • 5-7 minute recordings
  • in-product guies
  • templates
  • social media

The result of a strategically planned content library that is easy to access is stronger customer engagement across all segments. It also allows your team to maximize the 1:1 activities that drive the outcomes you are looking to help your customer with.

What ways are you using content to strengthen your customer engagement?

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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.

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 relationship.

Learn what this looks like in real life, and how to effectively ensure your CSMs are utilizing this process well.

Connect with Damien here

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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.