The discussion this week between Jay Nathan and Daphne Lopes revolves around the concept of scaling customer success, with a focus on the importance of specialization and intervention to ensure customer satisfaction across all segments. Daphne defines scaled CS as "meeting each customer at the right time with the right…
CS Folks - When it comes to post-sales engagement, we all know how important it is to get it right. Sometimes though, it can go really, really wrong! I’m curious, what is the worst post-sales engagement experience you’ve ever had? And how could it have been made better? And conversely, what is your best? Please remember -…
This week, Jeff takes a look at how CS teams have iterated over the years and then focuses on the most recent additions: Scaled Program Manager - stitches together digital experiences to come up with campaigns that drive specific outcomes Customer Marketer - writes great content and visuals that support the campaigns…
No, we're not talking about canceling your Netflix account. We're here to talk about how you stay in touch with Gain Grow Retain. Rather than spamming, we're giving you the option. (And hoping you'll make the right decision). We don't sugarcoat it, here are your options - make sure it's right for you: Announcements &…
Two things have become clear about 2023: Relationships will be critical for ARR You are going to be asked to scale these relationships Jeff takes (under) 10 minutes to walk through why relationship scaling has become a necessity as well as sharing some very practical ways that scaling can help, not hinder, the strength of…
We get it! Inboxes are already getting hammered, and it isn't always helpful to get single emails for each new post and then each of the comments that follow. The great news is conversations are happening and a lot of knowledge sharing is going on...awesome!! But not everyone wants an email every time that happens. SO, a…
This week we had @chrisdishman join the Gain Grow Retain podcast to talk about Scaling CS. A big question in this area is "How do you drive measurable results in an efficient and automated way?" Using the Customer Journey to identify customer touchpoints at all stages is crucial in determining areas that scale well. But…
This week, Jeff takes a quick look at how you can quickly move to ease the pressure most CSMs are feeling. Office Hours are a quick and easy way to support your customers at scale about topics they care about. Jeff shares 5 quick ways to get started. Listen to the podcast Are you scaling your customer relationships in a…
We brought back a podcast episode from 2021 featuring Wayne McCulloch. Wayne and Jeff talk about the importance of creating a customer experience that not only involves strong internal processes but is focused on the way your customer defines success. The customer experience is defined by moments, and each of these moments…
Job Posters Is your organization looking to hire a CS-focused or CS-related position? Join our GGR beta test group on this 3rd party, SEO build career platform launch with a nunber of methods to identify potential candidates. Job postings are free, but beta testers will also get free paid options during the beta test and…
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