Gain Grow Retain

10-Minute Trumpet: 3 Keys for Scaled Success

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 are well built and have strong customer awareness, you are setting the stage for a scaled approach that works.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

10-Minute Trumpet: 3 Layers of Education: Product, Business, Market

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 help them become experts in those areas
Specialized education is better than a 1 size fits all versio
Business
Use educational pieces that help your users have a better understanding of their own business goals
This helps make sure they are maximizing your product for their needs
Market
Understanding market trends can help your customers understand how your product fits into their goals
Keep an eye on other products that have overlap and make sure those intersection points are well understood
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

10-Minute Trumpet: Having a Named CSM

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 transition.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

10-Minute Trumpet: Scaling Your CS Teams Through Specialized Roles

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 from 1:1 towards a more scaled focus, we need to add roles from the 3rd wave much sooner int the process.
Learn more about setting your 2024 team and plans up for the best possible outcome.
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Integrating Your CS Goals with Community

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 ideas to create synergy and utilize tools and offerings collaboratively across the company to become more retention focused
Helps focus on certain KPIs and metrics that other teams have so you can use the data to tell the story of the customer and the community well
Connect with Nicole
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Scaling CS: Tessa Thorburn with Loom

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 team increase customer value effectively.
Building the case for role specialization
Use case webinars
Listening to customers at scale
Re-onboarding
Technology
Communication through change
Connect with Tessa
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.
 

Scaling CS: Mike Sasaki with Emburse

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 have to be managed when scaling programs, Mike's practical examples and insights will help you take a look at scaling in a broader way.
Connect with Mike
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

Rolling Out Changes

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 effectiveness identifying lagging indicators
Trust your fellow teams to do their part in the process...change has to include everyone
Ask questions and collaborate
Bottom Line:
- Prioritization is important
- Determining effective use of time for resources
- Make sure what you are measuring has an impact and improvement will be invested in
Connect with Dillon
Lifetime Value
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Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.
GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.