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.
 

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
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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 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
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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.

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
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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.

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
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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.