Jay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. --If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organizationHow do move up Into the executive teamBuild renewal and retention models In B2B SaaS organizations--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success.There needs to be a strategic conversation that continues as the deal is closing with our sales teamA joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefrontNeed to eliminate duplicate Information and create one continuous conversation with the customer--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Megan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful.Enablement, training and documentation are the table stakes within a Channel and Partner success program.Resellers aren't only selling your product -- there's a number of products In their suite. Need to ensure they're successful with your product. Cisco Is a great example of a partner program Implemented properly. Great technology, enablement and clear direction.Large organizations need to be making the shift from Transactional to Customer-Centric--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes...Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experienceThe Customer Framework - start with the customer In mind, then build the framework to support around thatIncentivize sales teams around the retention and renewal - helps to align the team to selling the right deals and ensuring customers can achieve outcomesCustomer marketing needs to be a quarterback of communication and tied to retention driving activitiesCustomer success Is used as a reactive function focused on maintenance; need to change the mindset to be proactive function focused on growth3 common mistakes of early SaaS; Underinvesting In Sales OperationsRoles and Hiring ProfilesSegmentation and territoriesGet depth In your relationships--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Gain Grow Retain launch!Voice of Customer Programs (Including NPS)Customer Advisory Boards and how they can be effectiveSales and Customer Success - who owns the account? --This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Matt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization. Building a Board Area and concentration around Customer SuccessChange In the way leadership talks about Customer SuccessOutcomes-based approach to the customer success teamDo we charge for customer success? Can this model work?Preferred Success (For the cloud-based portfolio of customers)Enhanced SLAs - tends to have a degree of value for someLearning resources - help drive adoption and consumptionSuccess Resources - mini consulting packages 3xO ModelOutcomes - the Big IdeaObjectives - the SMART goals to get to the OutcomesOperational Tactics - day-to-day basisLet's elevate the conversations with our customersAdoption Is the vehicle to get an outcome--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies.Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Bob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view. In our discussion we cover: Why listening matters to every business (and why we're not doing enough of It)Retention Is more important than any other time In history of SaaSWe can't be forcing Interactions - It has to be valuable for both partiesAgendaless Listening - getting Insights for brand strategy and positioningMost listening than talking - don't look to write down the answer on the clipboardRole-playing can be effective for teamsOpen-ended questions to ask: "What's on your whiteboard now that wasn't there 30 days ago?""What did you talk about once I left the room?""If your competitor contacted you tomorrow, from a scale of 1-5 - how likely are you to take that call?""What's the first thing you'd ask a renowned expert In your field?"--Check out more on Bob's website: http://www.chieflisteningofficers.com/--If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/--This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/Jay Nathan: https://www.linkedin.com/in/jaynathan/Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach