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The Vault - Customer Onboarding and Implementation Processes
January 2, 2023 This week we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention. Making sure the customer journey is more customer-centric rather than company focused can help make sure…
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The Impact of a CCO on CS
January 9, 2023 This week Jay Nathan is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and…
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How to Strengthen Engagement Through Personalization
January 16, 2023 Mary Poppen (CCO at involve.ai) joins Jeff today to discuss how personalizing the customer journey positively impacts their experience. Most of the time, personalization is a strong component of the high-touch model, but Mary shares how data can be used to build the same experience at scale. She gives…
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The Impact of Understanding Customer Behaviors
January 23, 2023 This week, Ian Hurlock joined us to talk about how your techstack can impact the data your customer success team uses to understand customer behaviors. In order to build a personalized and effective customer journey, your team needs to be able to understand the behavior of your customers. This comes from…
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Dirty Data
January 30, 2023 Data is the after-thought but it is the currency that will run your scaled customer success programs. Far too often we have our teams spending time in tools/data/systems when they should be spending time with customers. Jeff and Joel Passen, Co-Founder of Sturdy, talk about why data is becoming important…
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10-Minute Trumpet: ChatGPT for Scaled CS
February 6, 2023 Jeff and Jay come together to talk about three possibilities for leveraging ChatGPT in scaling your Customer Success program: Customer Discovery Key Contact Insights Strengthen Content Learn how using ChatGPT can help speed up some of the processes your team is doing, increasing the value of the time they…
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Scaled CS with Enterprise
February 13, 2023 This week, Jon Johnson, Principle Customer Success Manager at UserTesting joined Gain Grow Retain to talk about how to scale in an enterprise environment. Building trust and showing value is a foundational part of the process but segmentation becomes the key to success. Create buckets to segment Get…
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10-Minute Trumpet: CSMs Should Not Learn to Talk to CFOs
February 16, 2023 Make your champion the hero of the story when dealing with their finance partners. Here are 3 ways you can do that: Help prepare them around how to defend the ROI of your product - remember to think about inputs and variables to the model. Think like a lawyer - you have to prove beyond a reasonable doubt.…
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Building Account Maps for Predictable Outcomes
February 20, 2023 Today we are joined by Michael Tuso of Callypso as he brings his experience from sales and account management to share practices that customer success leaders can use: Building account maps can help you identify the right people Sets the stage for consistent account practices Finding ways to build maps at…
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10-Minute Trumpet: We Need Our CSMs to Become More "Strategic"
February 23, 2023 We need our CSM's to become more "strategic". (What that really means, no one will ever know) BUT, here's an easy way to *start*... Coaching your CSMs to get better at asking open-ended questions AND listening. Open-ended questions often begin with words such as "Why" and "How." Or they can use phrases…