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GGR Podcast - Renewals
Who owns renewals, and does it really matter? The answer is 'it depends'...that response that can feel very frustrating, but in this instance, is quite well explained by @Julie Fox. Having been on both sides of the ownership question, Julie has found that there are benefits to wherever it lives, and so many other variables…
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GGR Podcast - Focus on Your Customers
Are your customer interactions focused on you or them? @Bob London joins @Jeff Breunsbach this week to talk about the importance of moving away from a product-centric conversation into one that not only increases impact and alignment, but keeps your customers coming back to the table. Some practical tips that you can begin…
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GGR Podcast - Meeting Prep is a Lost Art
Are you making your customer meetings stand out? Zoom fatigue is a real thing, and customers are taking a hard look at their calendars as they decide what meetings are worth attending...or not. Doing the simple things really well can make you stand out. This week, @Jeff Breunsbach shares some of the ways you can increase…
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GGR Podcast - Making Your CSMs Become Great Change Management Experts
Are your customers waking up with the goal of using your product more today? The answer is not likely. This means your CSMs need to be stepping into a more strategic role, focused on adoption. Who needs to be involved? What problems are going to be solved (business challenges) What processes need to be updated with your…
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GGR Podcast - Building Predictability into your CS Organization
Improved predictability and repeatability correlates with faster growth and better outcomes for your organzation. So how can Chief Customer officers and aspiring Chief Customer Officers delivery repeatable, predictable processes? It all starts with delivering the right skills and strategies. This week's GGR podcast with…
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GGR Podcast - Our CSMs Are Really Change Management Experts
Are your CSMs prepared to step away from a reactive relationship with your customers into one that helps drive strategy and becomes a true partnership? This week, Garrett Morris and Michael Click from Abrigo talk with Jeff about how they are moving the needle. As a leader, how are you making sure that CSMs are keeping the…
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GGR Podcast - 10 Customer Churn Benchmarks for SaaS Leaders
Are you watching the indicators that matter? Greg Daines, CEO of ChurnRX joined @Jay Nathan and @Jeff Breunsbach on our podcast to talk about indicators that don't leave you surprised. CSAT is the only measurement that (according to research) doesn't align with churn Customers tend to stay unless given a reason to leave…
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GGR Podcast - Strategic, Tactical, Operational
Damien Howley of Whip Around joins the team this week in a discussion that focuses on customer stakeholders. While having a single-point of contact with a customer is known to be a potential point of failure, Damien takes things even further, outlining the need for multi-threading in relationship building. This allows:…
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GGR Podcast - Scaled Customer Success is Looking Alot Like Marketing
Karessa Parish, Growth Marketing Manager at ClassTag joined GGR to talk about some of the ways Scaled CS and Marketing are similar. Some of the lessons Karessa has learned are: Automate processes your are repeating over and over Audit your content to make sure you are meeting the self-service needs of your customers CSMs…
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GGR Podcast - QBRs Need an Overhaul
QBRs - a valuable opportunity to share information with your customers, but are they being used well? Check out LinkedIn and you will find numerous discussions about the various issues they are presenting in their current iteration. This week, @Jeff Breunsbach takes a quick look (9.5 minutes) at how to move away from a…
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GGR Podcast - Effortless Experience
This week, Matt Dixon joins Gain Grow Retain to talk about how the common thought of going 'above and beyond' for your customers is surprisingly not the best route to take. Going above and beyond can be expensive in terms of time, resources, and money, and in the long run, doesn't have a larger impact on customer…
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GGR Podcast - Trends in the Job Market Around B2B Tech
This week, Christina Locke of Catch Talent joined the team to talk about trends in the B2B tech job market. They lead off with discussions about how we got to where we are through over-investing in staff and inflated salaries, and move into the current trends. Some areas to consider: Don't be afraid to take a step…
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GGR Podcast - Building Account Maps for Predictable Outcomes
This week, Michael Tuso, Co-Founder and CEO at Callypso joins Jeff to talk about how to make sure your CSMs are meeting the actual needs of your customers through account maps. Focus on creating a visual representation of people, relationships, and hierachy within the account when building out these maps. This helps you…
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GGR Podcast - Scaled CS with Enterprise
This week, Jeff and Jay were joined by Jon Johnson, Principal Customer Success Manager, Key Accounts at UserTesting to discuss scaling in an enterprise environment. Building the groundwork for trust and value is critical, especially in a large scale situation. Segmentation to create buckets of focus is a great way to focus…
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GGR Podcast - CSMs Should Not Learn to Talk to CFOs
Excited to let you know that today starts the 2-per-week schedule of podcasts from GGR! This Thursday podcast (The 10-minute Trumpet) is a short topical discussion by Jeff or Jay that takes a deeper look at some of the conversations happening in GGR or on LinkedIn. We kick off this new series addition with @Jeff Breunsbach…
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GGR Podcast - ChatGPT for Scaled CS
This week Jay and Jeff talk about some ways you can leverage the ChatGPT app to scale some of the time-consuming work of a CS team. Here are the three possibilities discussed: Customer Discovery Key Contact Insights Content Building Listen Now What other ways have you planned to use ChatGPT in your role?
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GGR Podcast - Dirty Data
This week, Joel Passen, Co-Founder of Sturdy.ai joins Jeff to talk about data. What are some of the issues being seen, even in this day of data-driven decisions? Data is looking in the past Collected data can too often be rear-facing (what has been done, how has the product been utilized) versus forward-facing (what needs…
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GGR Podcast - How to Strengthen Engagement Through Personalization
This week, @Mary Poppen joins @Jeff Breunsbach on the GGR podcast to talk about how personalization impacts customer relationships. While high touch CS lends itself well to creating these personalized experiences, you can still build them into your plan when high touch isn't possible. Hear the many examples of ways to…
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GGR Podcast - The Impact of a CCO on CS
The CCO role can have a tremendous impact on the effectiveness of the CS team, and this week, Wayne McCulloch of WalkMe shares how he created an environment that let his team focus on better serving their customers. He recognized that the answers were not his to give, but rather created a process and the space for his…
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GGR Podcast - The Vault: CS Metrics
This week GGR is sharing a podcast from 2021 on CS Metrics. Ryanne Koch (Doumet), the Sr Manager of CS at PandaDoc joins the team to discuss how they use metrics to drive value and set goals and targets. A big takeaway is how strong data aggregation about customer behaviors can move the CS team from focusing on the data…
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GGR Podcast - Going Deeper with Jay and Kristi
I think it is safe to say that we have all looked back at our previous work history and identified the ways those early roles have helped equip us for where we are today, but how often have you gone all the way back to high school (and earlier!) and done the same? This week, Jay and Kristi take a walk down memory lane as…
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GGR Podcast - Community-Driven Success
This week Michael Cooksey, Head of Qualtrics XM Community joined us to talk about how community can be utilized to meet the needs of your customers. Engagement from entire company means that customers have a space to go to ask questions and get answers (from peers and from employees) in a way that isn't always as easy to…
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GGR Podcast - Strategic Customer Success
This week, Jan Young from The Success League shares her views on making Customer Success teams more strategic. One of the big issues is that new CS teams are often the 'catch-all' as processes are built and the company grows. Jan shares the importance of avoiding the 'gap-filler' moniker the long term, making the team role…
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GGR Podcast - Parenting and CS
This week, Kristi Faltorusso joins Jay and Jeff to talk through lessons they have learned through parenting that apply to Customer Success. From guidance through transitions and experiences to coaching through questions, the conversation shows the importance of building strong relationships with our children and how those…
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GGR Podcast - You Should Be Building Your Customer Community
So, community. It seems like everyone is talking about it lately. But what type of community should you build for your organizational needs? This week, Joel Primack of Lattice talks to Jeff about just that. Walking through the various types of community (he shares 4) along with the purpose and goals of each, he makes it…
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GGR Podcast - All Aboard the Community Hype Train
This week GGR is resurfacing a podcast from April 2021 where Holly Firestone shared how utilizing community as a listening tool can increase your organization's ability to understand and respond to the needs of your customers in a way that is otherwise extremely difficult (and often very expensive!) to do. Spending some…
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GGR Podcast - Me, a Leader? My journey to making a mark
This week, Cris Sample comes to us to share her career path experience. From her early career as she decided whether to focus on her baby or her career to her growth into leadership, she talks about moments that helped position her for success. Her focus on customer needs and willingness to step into the learning required…
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GGR Podcast - Jay and Kristi Talk Books
Hey all! This week, Kristi Faltorusso joins Jay Nathan to talk about a couple of books they have been reading a couple of books from their shelves to discuss and apply the content to Customer Success leadership. Listen to the Podcast hereThis week, they dive into two books: Think Again by Adam Grant - a book about…
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Podcast - What to do in Your First Days as a CS Leader
This week, GGR released a podcast with guest Emilia D'Anzica from Growth Molecules. In this episode, Emilia shares where new CS leaders should be focused, and give some tips and strategies for helping you to be strategic. This is a great listen for newer leaders, but the ideas and suggestions for engagement and involvement…
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GGR Podcast - Building Great Marketing Starts with Great Customer Success
If you haven't had a chance to listen, we recently had Dan Cmejla Community & Social Media Marketing Leader at Chili Piper. Dan talks through how having a strong understanding of your customers can help drive a marketing strategy that is unique and personal, resulting in strong returns. "When you find what benefits your…