Gain, Grow, Retain Podcast

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