This week Kristi Faltorusso joins Jeff and Jay as they discuss the lessons they have learned in the course of parenting that apply to CS. Patience through preparation and awareness, guidance through transitions and experience, and learning true needs through good questions are just a few of the areas that they show how the skills they are using with their kids can be applied to the needs of the customer. You can find Kristi here ----- 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 brings Kevin Lau, Senior Director of Customer Advocacy & Experiential Marketing at F5 in to talk about how an advocacy group can help you scale the creation of emotional connections with and between customers. Developing a strategic plan to identify methods of engagement throughout the customer journey can lead to a natural and organic integration of a more formalized team whose goal is to provide natural conversations and insights. You can find Kevin here ----- 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.

Diane Ratigan (Director of CS for Corporate Team, Shannon Creghan (CS Executive), and Kimmie Harrington (CS Executive), all of Higher Logic join Jay today to talk about launching Office Hours. Hosting an Office Hours for your customers focused on the core concepts around using your solution rather than feature functionality. They share the process, difficulties, and successes experienced during the launch process. Help your customers connect to you and each other in a way that not only builds the quality of their programs but helps you scale on those questions and issues in a way that isn't possible otherwise. You can find Diane here You can find Shannon here You can find Kimmie here ----- 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.

Erica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model. They discuss how their scaled approach isn't a one size fits all for their customers, but is more strategic based on needs. They also moved into a strategic thinking realm rather than simply focusing on supporting the 'how-to's' through meeting planning, content creation and utilization, and using human resources where they will be most efficient and effective. You can find Erika here You can find Ryan here You can find Charles here --- 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.

Jared Fuller, CEO at PartnerHacker talks with Jeff about the value of bringing partners into your team. Every team has it's strengths and weaknesses, and using your partners to fill any gaps in expertise can add exponential value to your customers. You can find Jared here The PL[X] Summit --- 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.

Mac Reddin, Founder and CEO of Commsor joins us in looking at how community can help companies adopt strategies that increase organic customer (and potential customer) relationships in a way that strengthens business goals. From looking at community as a potential first touchpoint to creating communities of practice that allow anyone to join in sharing knowledge and resources, organizations can move beyond the algorithmic advertisement model and into conversations. You can find Mac here --- 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.

Josh Levin, Manager of Customer Success at Honeycomb.io joins Jeff to talk about how his team built enterprise level customer success. Using a combination of Technical CSMs and Customer Architects allows for scaling CS work through well constructed gates and processes. They also use a strong triage process to ensure that this part of their role allows for the more proactive goals they have with and for their customers. Looking at engagement through strong content and engagement has helped them utilize a holistic usage of their team and results in effective partnerships with their customers. You can find Josh here ----- 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.

Brian Oblinger joins Jeff and Jay to talk about Community. What is the difference between Community and community? How does understanding the value of community help with resource growing? What does it mean to put value to customer as a top priority? Listen to hear Brian's thoughts on all of these questions and more. Connect with Brian --- 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.