Today we are joined by Michael Tuso of Callypso as he brings his experience from sales and account management to share practices that customer success leaders can use:
Building account maps can help you identify the right people
Sets the stage for consistent account practices
Finding ways to build maps at scale and community-driven techniques
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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.

Make your champion the hero of the story when dealing with their finance partners.Here are 3 ways you can do that:1) Help prepare them around how to defend the ROI of your product - remember to think about inputs and variables to the model. Think like a lawyer - you have to prove beyond a reasonable doubt.2) Beyond ROI, help them understand the downside of not using your tool. Think in terms of cost (particularly labor) and lost efficiency - the story/narrative is important here.3) Make sure to highlight beyond your product, the other benefits that they would be missing - access to community/peers, industry expertise, integration/data that flows to other systems. Make it about the ecosystem, not your product.Numbers. Story. Ecosystem.You have to be solid on all three fronts. My guess is you have 1/3 today - if you can nail 3/3 it helps you going into your renewals this year.What else can you do to prepare your champion for the CFO conversation?
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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, Jon Johnson, Principle Customer Success Manager at UserTesting joined Gain Grow Retain to talk about how to scale in an enterprise environment.
Building trust and showing value is a foundational part of the process but segmentation becomes the key to success.
Create buckets to segment
Get specific
Simplify
Scale can help you identify the right conversation with the right person at the right time.
Connect with Jon
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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.

Jeff and Jay come together to talk about three possibilities for leveraging ChatGPT in scaling your Customer Success program:
Customer Discovery
Key Contact Insights
Strengthen Content
Learn how using ChatGPT can help speed up some of the processes your team is doing, increasing the value of the time they have to spend with the customers.
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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.

Data is the after-thought but it is the currency that will run your scaled customer success programs. Far too often we have our teams spending time in tools/data/systems when they should be spending time with customers.
Jeff and Joel talk about why data is becoming important and how to use it to your advantage in 2023.
 
You can find Joel 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, 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.