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 organizational needs, and the cost of NOT doing it for each potential priority
Decide after gathering data (but don't let the research go on too long!)
What are the responsibilities of the leader in helping the team successfully work on the prioritized project?
How can you utilize routines to make it outcomes focused without stifling creativity?
Connect with Sandy
Revenue CCO
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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.

Daphne Lopes, Principle Manager of CS at Hubspot joins Jay Nathan to talk about Hubspot's focus on meeting each customer at the right time with the right information through scaled CS.
In this episode, learn how segmentation, data models, content, and cross-collaboration all play a foundational role in creating a customer experience that is based on scale without sacrifice.
Connect with Daphne
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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.

This week Rohan Gupta and Gopal Srinivasan, Partners at Deloitte, join Jeff to talk about a hot topic: AI in Customer Success.
Generative AI has made access more accessible for the average person, but what are some ways CS teams can utilize AI to support the work they do in a more effective and efficient way? From practical suggestions for getting started to potential roadblocks, the conversation focuses on the shifts teams and companies need to start making to utilize this powerful tool.
Connect with Rohan Gupta
Connect with Gopal Srinivasan
Implications of Generative AI: https://www2.deloitte.com/us/en/pages/consulting/articles/generative-artificial-intelligence.html
Sustainable Growth in SaaS: https://www2.deloitte.com/us/en/pages/consulting/articles/enterprise-saas-ndr-growth.html
The Shift to Customer Outcomes: https://www2.deloitte.com/us/en/pages/consulting/articles/the-shift-to-customer-outcomes.html
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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.

This week, Jeff discusses the various stages of the CS team and focuses on the newest realm of specialized roles. All of the stages are important to building an effective team. These specialized roles: Scaled Program Managers, Customer Marketers, and Community Managers can help drive specific outcomes by developing campaigns that benefit customers whether they have a named CSM or not.
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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.

In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.
Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the loss of your primary stakeholder. After sharing some practical tips, the group them shifts to answering audience questions, making this a great podcast to revisit.
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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.

This week, Jay Nathan talks to Shauna McClemens about how Higher Logic Vanilla has built a strategy utilizing their customer community to scale CS programs. By ensuring that the entire community is focused on customer success, companies are able to provide a space for 'the right information at the right time for the right person' in a way that is more effective than any other method.
Listen to the process she and her colleagues worked through to move from a space that was operating without leadership to one that is providing value to customers through a variety of opportunities.
Connect with Shauna
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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.
 

This week, Jeff takes a quick look at the increasing need to build relationships, and the need to do it at scale. 
Why scale a relationship? The changing dynamic of the stakeholders themselves as well as the need to move away from a single point of contact are all factors. Take a listen to a variety of ways Jeff suggests to not only scale your relationships, but do it in a way that builds value beyond the current relationship building processes.
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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.
 
*This podcast is sponsored by Higher Logic Vanilla.

This week, Jeff takes a quick look at the idea that every customer gets a CSM. This belief has resulted in high costs, lower impact, and a mistaken idea that the CSM is the solver of all problems.
Instead, focus on your top revenue generators for 1:1, and look at scaling the rest in an effective and valuable way. Strong self-service is much more valuable than a CSM with a 500-customer book of business with little to no interactions and no additional programs to support their needs.
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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.
 
This weeks' podcast is brought to you by Totango, a GGR Supporter