Jay Nathan discusses how CS is the key to winning in SaaS
This week, Gain Grow Retains own Jay Nathan brings us a conversation about how Customer Success is a vital component of building customer advocates. In this post he discusses 4 major categories where a focus on CS can free the CSMs to rise above mediocre customer experience created by mudding the waters with a catch-all approach:
- Mindset - shift to a CS-centric organization
- Strategy - clarify boundaries and roles
- Metrics - use in company scorecard as success metrics
- Execution - ensure other teams are delivering on issues well
After reading the post, take a moment to reflect on and respond to the following:
- What are some practical ideas for initiating change at your org in any of the four mentioned areas to help allow CS to focus on driving growth in SaaS effectively?
- What are some ways that those in CS can actively create advocates of your customers?
When CS is allowed to focus on true customer success, everyone wins!