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 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' ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Meeting Prep is a Lost Art

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 ----- 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: <ul><li>Building cross-functional relationships</li> <li>Communicating effectively</li> <li>Segmenting customers and building plans for each segment</li> <li>Use 1:many processes for repetive CSM work</li> <li>Help stakeholders learn customer experience</li> </ul> <a href="https://www.linkedin.com/in/rodcherkas/" rel="nofollow" target="_blank">Connect with Rod here</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Building Predictability Into Your CS Organization

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 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 <a href="https://www.linkedin.com/in/garrett-morris-0a74ba152/" rel="nofollow" target="_blank">Connect with Garrett here</a> <a href="https://www.linkedin.com/in/michael-click-027628b2/" rel="nofollow" target="_blank">Connect with Michael here</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Our CSMs Are Really Change Management Experts

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 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. <a href="https://www.linkedin.com/posts/jeffreybreunsbach_customersuccess-saas-activity-7046536133500948481-uzY-?utm_source=share&amp;utm_medium=member_desktop" rel="nofollow" target="_blank">Join the conversation.</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

CSMs should be great change management experts

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 ----- 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: <ul><li>no statistical alignment between whether satisfied customers stay (CSAT)</li> <li>inertia is real - make sure you aren't giving your customers a reason to leave</li> <li>story telling the history of your relationship is a good thing</li> <li>measurable results is one of the largest factors in longer retention</li> <li>make sure your customers are measuring results</li> <li>bridge the gap here, especially if results measuring is difficult</li> <li>focus on helping your customers utilize your product effectively</li> <li>Ask good questions as you set up measurement goals</li> </ul> What benchmarks are you seeing as vital towards predicting potential churn? <a href="https://www.linkedin.com/in/gregdaines/" rel="nofollow" target="_blank">Connect with Greg</a> <a href="https://www.churnrx.com/" rel="nofollow" target="_blank">ChurnRX</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

10 Customer Churn Benchmarks for SaaS Leaders

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 satisfaction and customer lifespan. Customer Results - is your customer achieving measurable results and is your CS team including this in conversations? Negative Experiences - customer with high number of tickets are not the customers to worry about. Account Down Sell - These customers are not likely to churn. 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 ----- 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. <ol><li>CSAT - no statistical correlation between customer reported satisfaction and customer lifespan.</li> <li>Customer Results - is your customer achieving measurable results and is your CS team including this in conversations?</li> <li>Negative Experiences - customer with high number of tickets are not the customers to worry about.</li> <li>Account Down Sell - These customers are not likely to churn.</li> <li>Annual Billing - an important area to move into to increase ARR.</li> </ol>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? <a href="https://www.linkedin.com/in/gregdaines/" rel="nofollow" target="_blank">Connect with Greg</a> <a href="https://www.churnrx.com/" rel="nofollow" target="_blank">ChurnRX</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Churn Benchmarks

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 Buy Damien's book ----- 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. <a href="https://www.linkedin.com/in/damienh/" rel="nofollow" target="_blank">Connect with Damien here</a> <a href="https://www.amazon.com/Control-Your-Customer-Guidebook-Managers/dp/B0BMYSP2LT/ref=sr_1_1?crid=39CXO5QDDN5OH&amp;keywords=damien+howley&amp;qid=1679665248&amp;sprefix=damien+howl%2Caps%2C314&amp;sr=8-1" rel="nofollow" target="_blank">Buy Damien's book</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Strategic, Tactical, and Operational

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 typeswebinars 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? ----- 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: <ul><li>know the persona</li> <li>know the product</li> <li>know the market</li> <li>share best practices</li> <li>have a variety of content types <ul><li>webinars</li> <li>workshops</li> <li>5-7 minute recordings</li> <li>in-product guies</li> <li>templates</li> <li>social media</li> </ul> </li> </ul> 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? ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Scaled CSMs Should Be Creating Content

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 keepers Give a space for customers to talk to each other Examples of scaled ways to grab your customer's attention  Connect with Karessa here ----- 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, 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: <ul><li>Look for ways to automate things that you do over and over</li> <li>Evaluate your content to align with customer self-service needs</li> <li>CSMs should be facilitators rather than information keepers</li> <li>Give a space for customers to talk to each other</li> <li>Examples of scaled ways to grab your customer's attention</li> </ul> <a href="https://www.linkedin.com/in/karessa-parish/" rel="nofollow" target="_blank">Connect with Karessa here</a> ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

Scaled CS is Looking Alot Like Marketing

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 engaging way of talking to customers? Make it more about them instead of you Share metrics and slides ahead of time - bonus points for recording a video companion! Share info about what stakeholders will be interested in specific information Open actual call with a chance for the customer to get clarification, but spend the majority of the time asking open-ended questions Identify scheduled meetings that you can join and share Create a 1-page document with post-meeting action items  What are some ways you are shifting into a new QBR framework? ----- 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.

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 engaging way of talking to customers? <ul><li>Make it more about them instead of you</li> <li>Share metrics and slides ahead of time - bonus points for recording a video companion!</li> <li>Share info about what stakeholders will be interested in specific information</li> <li>Open actual call with a chance for the customer to get clarification, but spend the majority of the time asking open-ended questions</li> <li>Identify scheduled meetings that you can join and share</li> <li>Create a 1-page document with post-meeting action items</li> </ul> What are some ways you are shifting into a new QBR framework? ----- 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 <a href="http://gaingrowretain.com/" rel="nofollow" target="_blank">GainGrowRetain.com</a>! Or follow our <a href="https://www.linkedin.com/company/gaingrowretain/mycompany/?viewAsMember=true" rel="nofollow" target="_blank">GGR LinkedIn page</a>. GGR was co-founded by <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">Jeff Breunsbach </a>and <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">Jay Nathan</a> - be sure to follow for customer success content.

QBRs Need an Overhaul

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. This podcast is brought to you by Higher Logic.

Really appreciate their look on the B2B SaaS market!

Great insight!

They have great variety and I’m able learn something new every time I listen!!

Interesting Topics with Experienced Guests

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. This podcast is brought to you by Higher Logic.

Gain Grow Retain

This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business.    -- Big shout out to Stacie and Red Canary: https://redcanary.com/ Stacie Ward: https://www.linkedin.com/in/stacieward/  -- This can be found on our website: https://customerimperative.com/stacie-ward-red-canary/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business. -- Big shout out to Stacie and Red Canary: <a href="https://redcanary.com/" rel="nofollow" target="_blank">https://redcanary.com/</a> Stacie Ward: <a href="https://www.linkedin.com/in/stacieward/" rel="nofollow" target="_blank">https://www.linkedin.com/in/stacieward/</a> -- This can be found on our website: <a href="https://customerimperative.com/stacie-ward-red-canary/" rel="nofollow" target="_blank">https://customerimperative.com/stacie-ward-red-canary/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Integrating customer success (Stacie Ward, Red Canary)

Jeff Breunsbach

On part two of our webinar series, you’ll hear from Customer Imperative’s very own CS Ops expert, Jeff Breunsbach. He’s worked with over 30 SaaS companies during his tenure at Customer Imperative’s and has a wealth of knowledge to share about what Customer Success means for SaaS organizations.  -- This can be found on our website: https://customerimperative.com/what-is-cs-webinar/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

On part two of our webinar series, you’ll hear from Customer Imperative’s very own CS Ops expert, Jeff Breunsbach. He’s worked with over 30 SaaS companies during his tenure at Customer Imperative’s and has a wealth of knowledge to share about what Customer Success means for SaaS organizations. -- This can be found on our website: <a href="https://customerimperative.com/what-is-cs-webinar/" rel="nofollow" target="_blank">https://customerimperative.com/what-is-cs-webinar/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

What is Customer Success Webinar w/ Jeff Breunsbach

Jay joins Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.    Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&amp;A with the audience to hit on relevant topics to CS leaders.   -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay joins <a href="https://www.linkedin.com/in/markdstoddard/" rel="nofollow" target="_blank">Mark Stoddard</a> and <a href="https://www.linkedin.com/in/davecblake/" rel="nofollow" target="_blank">Dave Blake</a> of <a href="https://www.clientsuccess.com/" rel="nofollow" target="_blank">ClientSuccess</a> as part of their CS Leadership Webinar Series. Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&amp;A with the audience to hit on relevant topics to CS leaders. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

Building relationships during uncertain times | ClientSuccess Webinar

Steve Bernstein

In this episode, we are joined by Steve Bernstein, the Founder of Waypoint Group and TopBox. Steve has spent his career perfecting the art of customer feedback and NPS programs as It relates to software companies.   Steve offers up his opinion on when to survey customers, the types of questions you should be asking, and the action that responses should enact within your organization.   -- Big shout out to Steve and Waypoint Group! Waypoint Group &amp; TopBox: https://waypointgroup.org/topbox/ Steve: https://www.linkedin.com/in/sbernstein/  -- This can be found on our website: https://customerimperative.com/steve-bernstein-waypoint-group/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this episode, we are joined by Steve Bernstein, the Founder of Waypoint Group and TopBox. Steve has spent his career perfecting the art of customer feedback and NPS programs as It relates to software companies. Steve offers up his opinion on when to survey customers, the types of questions you should be asking, and the action that responses should enact within your organization. -- Big shout out to Steve and Waypoint Group! Waypoint Group &amp; TopBox: <a href="https://waypointgroup.org/topbox/" rel="nofollow" target="_blank">https://waypointgroup.org/topbox/</a> Steve: <a href="https://www.linkedin.com/in/sbernstein/" rel="nofollow" target="_blank">https://www.linkedin.com/in/sbernstein/</a> -- This can be found on our website: <a href="https://customerimperative.com/steve-bernstein-waypoint-group/" rel="nofollow" target="_blank">https://customerimperative.com/steve-bernstein-waypoint-group/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

Customer Feedback Programs | Steve Bernstein, Waypoint Group

John Wood

On today's episode we are bringing on John Wood for our first install of Jam Session's, where we connect with fellow CS consultants to dive Into topics surrounding customer success.   For this episode we talk about the dynamics between marketing and customer success, how to navigate "current customer marketing" and approaches we've seen with our clients.   Check out John (https://www.linkedin.com/in/3pointllc/) and his company 3 Point LLC (https://3pointllc.com/). 

On today's episode we are bringing on John Wood for our first install of Jam Session's, where we connect with fellow CS consultants to dive Into topics surrounding customer success. For this episode we talk about the dynamics between marketing and customer success, how to navigate "current customer marketing" and approaches we've seen with our clients. Check out John (<a href="https://www.linkedin.com/in/3pointllc/" rel="nofollow" target="_blank">https://www.linkedin.com/in/3pointllc/</a>) and his company 3 Point LLC (<a href="https://3pointllc.com/" rel="nofollow" target="_blank">https://3pointllc.com/</a>).

Marketing to our current customers (John Wood, 3 Point LLC)

-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours  --   Customer Engagement Modification:More human touch has been inserted into most companies tech-touch segments. Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers. Messaging to customers should be owned jointly by the marketing team and Customer Success, as CS has a pulse on what their customers need at the moment.  Salespeople that normally focus on new logo acquisition can support the CS efforts if their pipeline is freezing, but a consideration for CS and Sales comp plans should be taken into account.     Changing Metrics and Strategies:Decreasing time to value during the onboarding phase has become necessary for companies that are experiencing higher volumes.We heard examples of decreasing TTV by 75% and by 90%!   Identifying the product/service MVP can not only bring value immediately now, but it can be worked into a typical onboarding process to increase customer sentiment during this phase.  There is an opportunity to learn from this time and understand what friction can be removed once we are back to business as usual.  While the KPIs and targets may change during this time, the overall metrics are largely the same. A reprioritized effort on outreach and proactive support is a consistent theme we hear from Customer Success leaders.      -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach 

-- If you'd like to join CS Leadership Office Hours, sign up here: <a href="https://tiny.cc/csofficehours" rel="nofollow" target="_blank">https://tiny.cc/csofficehours</a> -- <ul><li>Customer Engagement Modification:<ul><li>More human touch has been inserted into most companies tech-touch segments.</li> <li>Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption</li> <li>For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers.</li> <li>Messaging to customers should be owned jointly by the marketing team and Customer Success, as CS has a pulse on what their customers need at the moment. </li> <li>Salespeople that normally focus on new logo acquisition can support the CS efforts if their pipeline is freezing, but a consideration for CS and Sales comp plans should be taken into account. </li> </ul> </li> <li>Changing Metrics and Strategies:<ul><li>Decreasing time to value during the onboarding phase has become necessary for companies that are experiencing higher volumes.<ul><li>We heard examples of decreasing TTV by 75% and by 90%!</li> </ul> </li> <li>Identifying the product/service MVP can not only bring value immediately now, but it can be worked into a typical onboarding process to increase customer sentiment during this phase. </li> <li>There is an opportunity to learn from this time and understand what friction can be removed once we are back to business as usual. </li> <li>While the KPIs and targets may change during this time, the overall metrics are largely the same.</li> <li>A reprioritized effort on outreach and proactive support is a consistent theme we hear from Customer Success leaders.</li> </ul> </li> </ul> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

Changing metrics and strategies | CS Leadership Office Hours

In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas.  Here's a quick hit recap:   Contract Flexibility Levers available when talking with clients about account freezes or pricing reduction requests:Contract Term Length Discounts and Free Services Evaluating Pricing Structure   Some objectivity during this time is still warranted as you enter contract negotiations.  Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking advantage of the situation. Most people are currently providing free services for a short amount of time, as long as they are able to lock in a full-term contract on the tail end of the free period. Ensuring that team members are empowered with the necessary information for challenging contract discussion with clients is key.  Investing in a dashboard that aggregates this data for them now will continue to be hugely beneficial once we are back to business as usual. For organizations whose customers are in an industry that is heavily affected by these times, revenue will absolutely be reduced as customers are unable to pay.  Consider working with them for a defined time, as it is better to retain the customer in the long term if the revenue is going to be leaving in the interim regardless of what action you take.    -- If you'd like to join CS Leadership Office Hours, sign up here:  https://tiny.cc/csofficehours  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach 

In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility <ul><li>Levers available when talking with clients about account freezes or pricing reduction requests:<ul><li>Contract Term Length</li> <li>Discounts and Free Services</li> <li>Evaluating Pricing Structure</li> </ul> </li> <li>Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking advantage of the situation.</li> <li>Most people are currently providing free services for a short amount of time, as long as they are able to lock in a full-term contract on the tail end of the free period.</li> <li>Ensuring that team members are empowered with the necessary information for challenging contract discussion with clients is key. Investing in a dashboard that aggregates this data for them now will continue to be hugely beneficial once we are back to business as usual.</li> <li>For organizations whose customers are in an industry that is heavily affected by these times, revenue will absolutely be reduced as customers are unable to pay. Consider working with them for a defined time, as it is better to retain the customer in the long term if the revenue is going to be leaving in the interim regardless of what action you take. </li> </ul> -- If you'd like to join CS Leadership Office Hours, sign up here: <a href="https://tiny.cc/csofficehours" rel="nofollow" target="_blank">https://tiny.cc/csofficehours</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

Contract flexibility options to discuss with your team | CS Leadership Office Hours

Jay and Jeff dive Into typical SaaS contracts - particularly the levers available for a business to pull during negotiations. This has become a major topic of conversation given the current political climate.   -- If you are Interested In attending our CS Leadership Office Hours, be sure to drop us a line on LinkedIn and we'll send you the Invite. Every Thursday at 11:30am EST.   -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay and Jeff dive Into typical SaaS contracts - particularly the levers available for a business to pull during negotiations. This has become a major topic of conversation given the current political climate. -- If you are Interested In attending our CS Leadership Office Hours, be sure to drop us a line on LinkedIn and we'll send you the Invite. Every Thursday at 11:30am EST. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

Contract levers to use during SaaS negotiations

Danielle Weinblatt

In episode 5, Jay talks with Danielle Weinblatt, Chief Product Officer at Entelo who pioneered their recruitment software to help HR teams discover, qualify, and engage with top talent. She gives us her expertise on CSM responsibilities, compensation, and approaches to blending CSMs and account managers.  -- Big shout out to Danielle and Entelo (https://www.entelo.com/) Danielle Weinblatt: https://www.linkedin.com/in/dweinblatt/  -- This can be found on our website: https://customerimperative.com/danielle-weinblatt/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

In episode 5, Jay talks with Danielle Weinblatt, Chief Product Officer at Entelo who pioneered their recruitment software to help HR teams discover, qualify, and engage with top talent. She gives us her expertise on CSM responsibilities, compensation, and approaches to blending CSMs and account managers. -- Big shout out to Danielle and Entelo (<a href="https://www.entelo.com/" rel="nofollow" target="_blank">https://www.entelo.com/</a>) Danielle Weinblatt: <a href="https://www.linkedin.com/in/dweinblatt/" rel="nofollow" target="_blank">https://www.linkedin.com/in/dweinblatt/</a> -- This can be found on our website: <a href="https://customerimperative.com/danielle-weinblatt/" rel="nofollow" target="_blank">https://customerimperative.com/danielle-weinblatt/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

The basics of managing customer success managers (Danielle Weinblatt, Entelo)

Drew Kelley

Dave Duke

For episode 6, Jeff and Jay sat down with Dave Duke and Drew Kelley of MetaCX, a company seeking to transform how businesses manage their customers and how customers manage their vendors. Dave Duke shares his view of the transformation of Customer Success operations, while Drew Kelley provides insight into how Customer Success plays out in the sales process. There’s a lot to learn from these two innovators!  -- Big shout out to MetaCX (https://metacx.com/) Drew Kelley: https://www.linkedin.com/in/drewkelleyindy/ Dave Duke: https://www.linkedin.com/in/daveduke26/  -- This can be found on our website: https://customerimperative.com/dave-duke-drew-kelley-metacx/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

For episode 6, Jeff and Jay sat down with Dave Duke and Drew Kelley of MetaCX, a company seeking to transform how businesses manage their customers and how customers manage their vendors. Dave Duke shares his view of the transformation of Customer Success operations, while Drew Kelley provides insight into how Customer Success plays out in the sales process. There’s a lot to learn from these two innovators! -- Big shout out to MetaCX (<a href="https://metacx.com/" rel="nofollow" target="_blank">https://metacx.com/</a>) Drew Kelley: <a href="https://www.linkedin.com/in/drewkelleyindy/" rel="nofollow" target="_blank">https://www.linkedin.com/in/drewkelleyindy/</a> Dave Duke: <a href="https://www.linkedin.com/in/daveduke26/" rel="nofollow" target="_blank">https://www.linkedin.com/in/daveduke26/</a> -- This can be found on our website: <a href="https://customerimperative.com/dave-duke-drew-kelley-metacx/" rel="nofollow" target="_blank">https://customerimperative.com/dave-duke-drew-kelley-metacx/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Focusing on outcomes that customer success can help drive (Drew Kelley & Dave Duke, MetaCX)

Nalu Meideros, Director of Customer Success at foreUP joins Jeff and Jay in this episode. ForeUP is the first cloud-based point-of-sale software for the golf industry based in the Silicon Slopes (aka Lehi, Utah). He talks about the need for constant improvement in Customer Success, customer segmentation, hiring CSM’s, and more!  -- Big shout out to Nalu: https://www.linkedin.com/in/nalumedeiros/  -- This can be found on our website: https://customerimperative.com/nalu-medeiros-foreup-golf/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Nalu Meideros, Director of Customer Success at foreUP joins Jeff and Jay in this episode. ForeUP is the first cloud-based point-of-sale software for the golf industry based in the Silicon Slopes (aka Lehi, Utah). He talks about the need for constant improvement in Customer Success, customer segmentation, hiring CSM’s, and more! -- Big shout out to Nalu: <a href="https://www.linkedin.com/in/nalumedeiros/" rel="nofollow" target="_blank">https://www.linkedin.com/in/nalumedeiros/</a> -- This can be found on our website: <a href="https://customerimperative.com/nalu-medeiros-foreup-golf/" rel="nofollow" target="_blank">https://customerimperative.com/nalu-medeiros-foreup-golf/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Scaling customer success (Nalu Medeiros, foreUP Golf)

Chris Hicken

Jay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts.   -- Big shoutout to Chris Hicken and the 'nuffsaid team  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts. -- Big shoutout to <a href="https://www.linkedin.com/in/chrishicken/" rel="nofollow" target="_blank">Chris Hicken</a> and the '<a href="https://www.nuffsaid.com/" rel="nofollow" target="_blank">nuffsaid</a> team -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Setting up a health score that means something | Chris Hicken, ’nuffsaid

Jason Conrad

Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization.   Check out more: https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/  -- Big shout out to Jason (https://www.linkedin.com/in/jasonaconrad/)  --  This can be found on our website: https://customerimperative.com/cs-operations-webinar-with-jason-conrad/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jason Conrad, product marketing and customer success expert, teams up with Cori Pearce, Marketing Director at ChurnZero to discuss all things Customer Success Operations. Jason lays out how Customer Success can drive revenue and how to ignite, structure, and grow CS Ops in your organization. Check out more: <a href="https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/" rel="nofollow" target="_blank">https://churnzero.net/q-a-why-its-time-to-build-a-cs-ops-role/</a> -- Big shout out to Jason (<a href="https://www.linkedin.com/in/jasonaconrad/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jasonaconrad/</a>) -- This can be found on our website: <a href="https://customerimperative.com/cs-operations-webinar-with-jason-conrad/" rel="nofollow" target="_blank">https://customerimperative.com/cs-operations-webinar-with-jason-conrad/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Building customer success Operations with Jason Conrad

Dave Blake

Dave Blake is customer success pioneer. He's been a Silicon Slopes (Lehi Valley, Utah) fixture since his early days leading customer success teams at Omniture and Adobe. He's now the CEO of Client Success, a customer-centric platform for B2B SaaS and software companies.   --  Big shout out to Dave and Client Success https://www.clientsuccess.com/ Dave Blake: https://www.linkedin.com/in/davecblake/  -- This can be found on our website: https://customerimperative.com/dave-blake/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Dave Blake is customer success pioneer. He's been a Silicon Slopes (Lehi Valley, Utah) fixture since his early days leading customer success teams at Omniture and Adobe. He's now the CEO of Client Success, a customer-centric platform for B2B SaaS and software companies. -- Big shout out to Dave and Client Success <a href="https://www.clientsuccess.com/" rel="nofollow" target="_blank">https://www.clientsuccess.com/</a> Dave Blake: <a href="https://www.linkedin.com/in/davecblake/" rel="nofollow" target="_blank">https://www.linkedin.com/in/davecblake/</a> -- This can be found on our website: <a href="https://customerimperative.com/dave-blake/" rel="nofollow" target="_blank">https://customerimperative.com/dave-blake/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Customer centric processes for customer success (Dave Blake, CEO of Client Success)

Abby Hammer

This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two.  -- Big shout out to Abby and ChurnZero: https://churnzero.net/ Abby Hammer: https://www.linkedin.com/in/abbyhammer/  -- This can be found on our website: https://customerimperative.com/abby-hammer-churnzero/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two. -- Big shout out to Abby and ChurnZero: <a href="https://churnzero.net/" rel="nofollow" target="_blank">https://churnzero.net/</a> Abby Hammer: <a href="https://www.linkedin.com/in/abbyhammer/" rel="nofollow" target="_blank">https://www.linkedin.com/in/abbyhammer/</a> -- This can be found on our website: <a href="https://customerimperative.com/abby-hammer-churnzero/" rel="nofollow" target="_blank">https://customerimperative.com/abby-hammer-churnzero/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Marrying together product and customer success (Abby Hammer, ChurnZero)

Jay and Jeff sit down to talk about the job market at B2B SaaS organizations during this pandemic.  A couple of quick hits:  Individuals need to find ways to stand out (LinkedIn connections, building a 'new version' of the resume) Organizations need to be forecasting so that they can have the right staffing model   -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay and Jeff sit down to talk about the job market at B2B SaaS organizations during this pandemic. A couple of quick hits: <ul><li>Individuals need to find ways to stand out (LinkedIn connections, building a 'new version' of the resume)</li> <li>Organizations need to be forecasting so that they can have the right staffing model</li> </ul> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

How the job market will impact companies and individuals

Bruce Montgomery

Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business.   -- Big shout out to Gail and Bruce Gail: https://www.linkedin.com/in/gailmontgomery/ Bruce: https://www.linkedin.com/in/bruce-montgomery-7773162/  -- This can be found on our website: https://customerimperative.com/gail-and-bruce-montgomery-experienceyes/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business. -- Big shout out to Gail and Bruce Gail: <a href="https://www.linkedin.com/in/gailmontgomery/" rel="nofollow" target="_blank">https://www.linkedin.com/in/gailmontgomery/</a> Bruce: <a href="https://www.linkedin.com/in/bruce-montgomery-7773162/" rel="nofollow" target="_blank">https://www.linkedin.com/in/bruce-montgomery-7773162/</a> -- This can be found on our website: <a href="https://customerimperative.com/gail-and-bruce-montgomery-experienceyes/" rel="nofollow" target="_blank">https://customerimperative.com/gail-and-bruce-montgomery-experienceyes/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Bringing improv into the business world (Gail and Bruce Montgomery, ExperienceYES)

Lisa Pratt

Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments.   -- Big shout out to Lisa and Kronos (https://www.kronos.com/) Lisa Pratt: https://www.linkedin.com/in/lisa-pratt-42a691/  -- This can be found on our website: https://customerimperative.com/lisa-pratt/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay is joined by Lisa Pratt, Vice President of Customer Engagement Marketing at Kronos. She’s spent years helping companies capitalize on the benefits of mining customer data and quantifying the value of marketing investments. -- Big shout out to Lisa and Kronos (<a href="https://www.kronos.com/" rel="nofollow" target="_blank">https://www.kronos.com/</a>) Lisa Pratt: <a href="https://www.linkedin.com/in/lisa-pratt-42a691/" rel="nofollow" target="_blank">https://www.linkedin.com/in/lisa-pratt-42a691/</a> -- This can be found on our website: <a href="https://customerimperative.com/lisa-pratt/" rel="nofollow" target="_blank">https://customerimperative.com/lisa-pratt/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Cross-functional collaboration in the enterprise segment (Lisa Pratt, Kronos (Part 1))

Lauren Culbertson

Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy:  The importance of having consistent feedback loops How VOC programs play into your customer success strategy Why the voice of the customer has become so important to B2B SaaS   --  Lauren is co-founder and CEO of LoopVOC, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the B2B software space, leveraging her passion for analytics to build data-driven VOC processes, product marketing teams, and growth initiatives for businesses ranging from $14M to $200M ARR.  If you get the chance, be sure to read on why It has become so Important for B2B SaaS organizations to create a voice of customer program.   -- This can be found on our website: https://customerimperative.com/ep017-lauren-culbertson-loopvoc/  -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy: <ul><li>The importance of having consistent feedback loops</li> <li>How VOC programs play into your customer success strategy</li> <li>Why the voice of the customer has become so important to B2B SaaS</li> </ul> -- <a href="https://www.linkedin.com/in/lauren-culbertson-a54a481b/" rel="nofollow" target="_blank">Lauren</a> is co-founder and CEO of <a href="https://www.loopvoc.com/" rel="nofollow" target="_blank">LoopVOC</a>, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the B2B software space, leveraging her passion for analytics to build data-driven VOC processes, product marketing teams, and growth initiatives for businesses ranging from $14M to $200M ARR. If you get the chance, be sure to <a href="https://www.loopvoc.com/five-key-reasons-to-build-a-voice-of-customer-program/" rel="nofollow" target="_blank">read</a> on why It has become so Important for B2B SaaS organizations to create a voice of customer program. -- This can be found on our website: <a href="https://customerimperative.com/ep017-lauren-culbertson-loopvoc/" rel="nofollow" target="_blank">https://customerimperative.com/ep017-lauren-culbertson-loopvoc/</a> -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach/</a>

Giving voice to the customer to drive strategy (Lauren Culbertson, LoopVOC)

Jay and Jeff sit down for a new format...shorter episodes, quicker hits and full of punch.  This week they dive Into the ever-present Coronavirus and how that Is Impacting the SaaS world.   -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at https://customerimperative.com/  Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach  

Jay and Jeff sit down for a new format...shorter episodes, quicker hits and full of punch. This week they dive Into the ever-present Coronavirus and how that Is Impacting the SaaS world. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/" rel="nofollow" target="_blank">https://customerimperative.com/</a> Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/" rel="nofollow" target="_blank">https://www.linkedin.com/in/jaynathan/</a> Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach" rel="nofollow" target="_blank">https://www.linkedin.com/in/jeffreybreunsbach</a>

The impact in the SaaS business community

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