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Setting Priorities for Your Team
September 18, 2023 Sandy Yu and Jeff Breunsbach talk about the importance of priorities in this week's Gain Grow Retain podcast. Knowing that there can only be one priority at a time, how do you select what to focus on? Here are some of the questions being discussed: Prepare by understanding the resourcing, the…
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Implementation is Not Onboarding
September 25, 2023 This week Jeff Kushmerek joins Jeff Breunsbach to talk about the difference between onboarding and implementation, Jeff K. shares his insights into how to handle the differing needs of Implementation in a way that supports the customer's goals, the metrics needed to be measured, and the outcomes that…
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Rolling Out Change
October 2, 2023 Change is inevitable, but how a leader handles it can be the difference between success and failure. Join Dillon Young, Leader of CS at Maxwell as he and Jeff Breunsbach take a look at changes and how to handle them well. Identify issues and gaps, focusing on leading indicators Evaluate potential solution…
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Scaling CS: Mike Sasaki with Emburse
October 9, 2023 In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effectively with strong results to other areas of consideration that…
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Scaling CS: Tessa Thorburn with Loom
October 13, 2023 Another session in our Scaling CS series, Tessa Thorburn, Head of Customer Success joins Jay to talk about how her team at Loom has used scale to increase their efficiency and value to customer. From role specialization to programs that scaled well, she shares her insights and experience in helping her…
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Integrating Your CS Goals with Community
October 23, 2023 This week, Nicole Saunders, Director of Community at Zendesk talks with Jeff about how community can help bring value to the customer experience by bringing CS in as a strong content provider. Helps move from a transactional to a relational and learning experience Helps align the community around scaled…
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10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles
October 31, 2023 This week Jeff takes a moment to talk through the waves of the Customer Success Team journey. There are typically 3 waves of focus within the team as specialization becomes necessary. First 2 waves are mainly focused on 1:1 programs while the 3rd is all about scaling. However, in this state of moving away…
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10-Minute Trumpet: Having a Named CSM
November 6, 2023 This week Jeff takes a look at the impact of equating a Named CSM with quality service. With the current economy, having a named CSM is a luxury many companies are no longer investing. CS teams are now in a position to pivot, but an understanding of that impact must be understood in order to successfully…
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10-Minute Trumpet: 3 Layers of Education: Product, Business, Market
November 13, 2023 This week, Jeff Breunsbach takes a look at some important components of customer education: Product Learn what part of your product aligns with the customer needs Our customers don't need to utilize every part of our product or be aware of every new feature Focus on the features and aspects they need and…
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10-Minute Trumpet: 3 Keys for Scaled Success
November 20, 2023 This week Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well. Simple options such as education and training Tracking consistency Strong content that resonates with customer needs By making sure these pieces…