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Trends in the Job Market Around B2B Tech
February 27, 2023 Jay is joined by Christina Lock, Founder and CEO of Catch Talent. We talked about trends in the labor market and what she’s seeing across the tech companies her team works with. Here are the questions we went over: What are the trends you see in both the job market and the labor market? How are employers…
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Delight vs Effort
March 2, 2023 It seems intuitive: you increase retention by delighting your customers. However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the results you are looking for in terms of loyalty, retention, or even advocacy. Instead, strong value and ROI come…
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Effortless Experience
March 6, 2023 Going above and beyond for your customers seems like a no-brainer, but is it really? Data shows that performing 'Hail Mary's' for your customer doesn't have any greater impact than simply meeting their needs. Matt Dixon shares some tips on what you should be focusing on, and the good news is it is relatively…
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10-Minute Trumpet: QBRs Need an Overhaul
March 9, 2023 QBRs are a topic of conversation almost any place that CS professionals gather. That is because they are a vital tool in helping customers understand how your product aligns with their business goals. The problem is these meetings have become another task, and one that many customers are skipping. So how do…
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Scaled CS is Looking Alot Like Marketing
March 13, 2023 This week, Karessa Parish, Growth Marketing Manager at ClassTag joins Jeff to talk about the connection between scaled CS and marketing. Here are some of the key takeaways: Look for ways to automate things that you do over and over Evaluate your content to align with customer self-service needs CSMs should…
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10-Minute Trumpet: Scaled CSMs Should Be Creating Content
March 16, 2023 Are you using scaled CS as a universal engagement strategy? If not, you are missing out on giving your team the chance to build out their roles due to lack of bandwidth. In building relevant and actionable content, it is important that you: know the persona know the product know the market share best…
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Strategic, Tactical, and Operatonal
March 20, 2023 Are your CSMs operating with a single point of contact? Damien Howley, CCO of Whip Around shares how having a Strategic, Tactical, and Operational focus in your customer relationships not only prevents that single point of failure when a main contact leaves, it strengthens your customer knowledge in a way…
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Churn Benchmarks
March 23, 2023 Are your churn benchmarks telling you what you think they are? Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise you! Jay shares some key takeaways for 5 of the 10 benchmarks reviewed in the report. CSAT - no statistical…
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10 Customer Churn Benchmarks for SaaS Leaders
March 27, 2023 This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights: no statistical alignment between whether satisfied customers stay (CSAT) inertia is real - make sure you aren't giving your customers a reason to leave story telling the history of your relationship…
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10-Minute Trumpet: Our CSMs Should Be Great Change Management Experts
March 30, 2023 Customer success teams aren’t here to simply train the customer on using a product. Customer success teams are change management agents. Helping guide a customer to an outcome through people, process and technology habits. Reframe the thinking for your CS teams. Join the conversation Listen Now