Jay Nathan discusses how CS is the key to winning in SaaS

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 286 Gain Grow Retain Staff
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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:

  1. 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?
  2. 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!

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