Gain, Grow, Retain Podcast

Adam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software. Adam has a fascinating journey and we touch on some key points: His career path and why Chief Customer Officer became a big role In his career How and why he owned the sales function of the organization Why the Chief Customer Officer Is Important to the business -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How can CSMs help launch a product Transforming from bookings to customer success focus Economics of a SaaS business and funding sources Technology and content marketing helping long-tail retention -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ This podcast is brought to you by Jay Nathan and Jeff Breunsbach... Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Today we've got Ethan Beute, the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners. We dive deep Into how personalized video can... -- Increase the effectiveness of your customer communication -- Make your customers feel a more personal connection -- And can take very small amounts of time to execute well for your team Tons of good Ideas on how to go deep Into this category and find ways to get thoughtful about connecting with your customers. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsba

Today we've got Logan Lyles, Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show. This guy knows his stuff when It comes to creating value for customers In *different* ways. We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organization How do move up Into the executive team Build renewal and retention models In B2B SaaS organizations -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and create one continuous conversation with the customer -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Megan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and documentation are the table stakes within a Channel and Partner success program. Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product. Cisco Is a great example of a partner program Implemented properly. Great technology, enablement and clear direction. Large organizations need to be making the shift from Transactional to Customer-Centric -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan

Jake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes... Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience The Customer Framework - start with the customer In mind, then build the framework to support around that Incentivize sales teams around the retention and renewal - helps to align the team to selling the right deals and ensuring customers can achieve outcomes Customer marketing needs to be a quarterback of communication and tied to retention driving activities Customer success Is used as a reactive function focused on maintenance; need to change the mindset to be proactive function focused on growth 3 common mistakes of early SaaS; Underinvesting In Sales Operations Roles and Hiring Profiles Segmentation and territories Get depth In your relationships -- If you want to joi

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Gain Grow Retain launch! Voice of Customer Programs (Including NPS) Customer Advisory Boards and how they can be effective Sales and Customer Success - who owns the account? -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Matt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization. Building a Board Area and concentration around Customer Success Change In the way leadership talks about Customer Success Outcomes-based approach to the customer success team Do we charge for customer success? Can this model work?Preferred Success (For the cloud-based portfolio of customers)Enhanced SLAs - tends to have a degree of value for some Learning resources - help drive adoption and consumption Success Resources - mini consulting packages 3xO ModelOutcomes - the Big Idea Objectives - the SMART goals to get to the Outcomes Operational Tactics - day-to-day basis Let's elevate the conversations with our customers Adoption Is the vehicle to get an outcome -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This

Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view. In our discussion we cover: Why listening matters to every business (and why we're not doing enough of It) Retention Is more important than any other time In history of SaaS We can't be forcing Interactions - It has to be valuable for both parties Agendaless Listening - getting Insights for brand strategy and positioning Most listening than talking - don't look to write down the answer on the clipboard Role-playing can be effective for teams Open-ended questions to ask: "What's on your whiteboard now that wasn't there 30 days ago?" "What did you talk about once I left the room?" "If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?" "What's the first thing you'd ask a renowned expert In your field?" -- Check out more on Bob's website:

Today’s the day... The most impactful customer success community launch in history: Gain Grow Retain is going live to the public. What is Gain Grow Retain? An open, free community, built by and for customer success leaders. We have seen firsthand the power of #customersuccess leaders coming together to learn and grow professionally. Please check out GainGrowRetain.com to become a contributing member.

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Relationship mapping at organizations Too dependent on relationships How does your customer make money? Freemium, proof of concept and pilot - how are you onboarding customers and applying customer success resources? Customer success and customer support In B2B SaaS -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Coming In as a new leader at an organization Business-case with the CFO Gainsight Pulse: how do you execute so fast on your 120-day plan? Evaluating talent and presenting current employees with new job offers Management frameworks for teams Big goal: developing the customer journey Transactional mindsets versus retention mindsets -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Justin Welsh joins us on the podcast, and he has a number of fantastic Insights to learn from his experience In sales roles at a number of B2B SaaS organizations. Justin coaches SMB SaaS founders and sales leaders to accelerate recurring revenue toward $50M. In our discussion we cover: We need to consider how we can listen better to our customers His concept of One Continuous Conversation Compensation could be shifting among the disciplines In a SaaS business Justin doesn't like subjectivity In his ICP Businesses need to find ways to run tests and have hypothesis In order to thrive Each discipline needs to be thinking "What Information can I capture that will be useful for the next person?" Leaders need to understand they're on the 'Executive' team first If your sales people aren't selling the right things, then they don't know how a SaaS business becomes healthy -- Check out more on Justin's website: https://www.theofficialjustin.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Joint Success Plans Customer Marketing Customer Health Executive Sponsors Top Qualities In CSMs -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

We have Chris Walker, the CEO of Refine Labs, who has focused his career around the future of demand generation. His firm takes a firm approach to leading growth-stage SaaS companies. We sat down to talk through the relationship between marketing and sales within this environment. Some key highlights: -- Retention is generally a metric that is placed upon the CSM (who may not have much control over it). This should really become a business metric that even sales and marketing are held to. -- Companies have to change their mindset about creating content that is valuable instead of creating content to try to drive leads. If you create valuable content then It can be used In multiple channels. -- We're hindering the performance of our marketing teams because of the metrics we put on them. This leads to designing a sales and marketing process that aligns more with our process rather than the buyer's experience. -- Big companies have not been adopting new marketing strategies because of 3 main reasons:

We're joined by Jane Graham, Vice President, Customer Success and Renewals at Kronos, to talk more deeply about the relationship between customer success and finance. Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation This relationship (learning more about the financials) benefits you and the types of conversations you can have with your customers - understanding the situation they might be facing given that this Is a B2B environment Marketing, especially customer marketing, has been critical to driving value for the customer success team. Example: Learning about how to update pay-codes and packaging marketing material can be used by every CSM "If you're talking about your customers' problems, ultimately you should be talking about the market problems" Playbook design needs to be function over form - give your team flexibility to react

-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- What are the leading Indicators of churn that you're looking to Identify? Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business Health Presence of Competitor Product & Support Performance How are you tracking customer health and risk? Mainly built Into tools like Salesforce with custom objects Automated aspects Include product-level data and survey responses to a particular contact or account record CSMs are Inputting notes from calls and tracking engagement from key stakeholders How have they changed In the past 60 days? Looking at daily trends of data rather than rolling averages to understand very quickly what Industries may be affected COVID-Risk assessment to assess the risk within each Industry - then deploying playbooks for each of the Industries Executive sponsor outreach has led to productive conversations -- This podcast is bro