GGR Podcast - Jay Nathan's Take on CS

First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success.

Kicking off the episode with a conversation about GGR's past, present, and future, they soon transition over into discussions around some very common questions surrounding CS.

• CS isn't a 1-size-fits-all program
• How CS differs from other go-to-market functions, and how they need to balance the needs of the customers, the business, and employees
• Why setting expectations and following through is vital to building trust
• How team structure can impact goals and value
• Common measurements that CS needs to pay attention to in order to prove value
• How digital CS benefits the ability of the team to meet goals and focus on their purpose
• The importance of strong relationships with other teams
• Where CS fits with upsells and cross-sells
• And finally, how will AI impact the future of CS

Jay dives into each of these topics, giving a clear picture of what he sees coming and how to position CS to continue to be a driver of the success of your brand.

Listen to the Podcast

What is something you are going to begin focusing on after listening to this podcast?