This week, Ian Hurlock joined us to talk about how your techstack can impact the data your customer success team uses to understand customer behaviors.
In order to build a personalized and effective customer journey, your team needs to be able to understand the behavior of your customers. This comes from data that is not just information focused on sales behaviors, but includes every interaction on all platforms. This is often something that will need strong cultural buy-in to achieve.
Your techstack is critical in being able to gather this behavioral data. What do you currently have and what data is missing?
Use testing to understand the impact of different initiatives and pathways on your customers to figure out where you will get the best results so you know what to prioritize. Without a strong data set from an aligned techstack, this is not possible.
You can find Ian here
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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.

Mary Poppen (CCO at involve.ai) joins Jeff today to discuss how personalizing the customer journey positively impacts their experience. Most of the time, personalization is a strong component of the high-touch model, but Mary shares how data can be used to build the same experience at scale. She gives practical suggestions about how to use the information you gather to create these high-touch experiences regardless of the customer type, and discusses some of the tech stack that can help support the CSM in providing a personalized journey for each customer.
You can find Mary here
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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 is joined by Wayne McCulloch, CCO at WalkMe where they discuss specific ways that a CCO can have an impact on the CS team no matter how long you have led them. Hear the process Wayne used to lead the CS team and create organization-wide initiatives (with strong employee empowerment) and a 3-year implementation plan as the entire staff focuses on better serving their customers.
You can find Wayne here
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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 we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention.
Making sure the customer journey is more customer-centric rather than company focused can help make sure your customers are seeing a very quick time-to-value, helping to increase the likelihood of retention for them. The first 30/60/90 days and having a plan to bring those activations and impact to the customer strengthens their usage.
He shares how his team works to avoid the tunnel vision into what customers are doing as a whole, allowing a more holistic view of how you can support the work they are doing.
Listen to some ideas that Jordan shared that can encourage customer investment in the process.
You can find Jordan here
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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 episode from April 2021 has Ryanne Koch (Doumet) joining Jeff to talk about how metrics support the strategy conversations that help your CS team move from reactive to proactive.
Using data well can help identify where and when to bring in your product within the customer process as well accurately identify customers in danger of churn,
Learn how the team uses renewal surveys to identify trends across your book of business and how they utilize decks to scale customer conversations, allowing them to focus on the story and trends rather than just reciting data.
You can find Ryanne here
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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, Kristi and Jay talked about a variety of topics that give you some insights into who they are, how their early work experience helped shape them as CS leaders, and things they do to help themselves take some time to reflect deeper into their own lives.
You can find Kristi here
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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, Michael Cooksey, Head of Qualtrics XM Community walks us through how community has moved into the intersection of a variety of departments to bring a customer experience that has had a large impact in retention and growth.
Michael shares the ways that community can be successfully used as a digital first touchpoint while still building and maintaining relationships. He also shares some tips for those considering the addition of a community as scaling becomes more of a necessity for so many organizations.
You can find Michael here
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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.

Jan Young joins the team to talk about helping CS teams avoid the 'gap filler' moniker by bringing data from various sources together.
 
It is important to look at scaling from a 1:1 approach (foundational model) to a more digital and scaled approach to allow a focus on strategy and relationship building.
 
Joining with a comprehensive look at data, this helps you provide stronger customer enablement and builds an understanding of the big picture of your customer health and growth.
 
Using a variety of sources (AI, data from other teams, etc) can help you apply the right data at the right time.
 
You can find Jan here
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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.