Building the relationship between customer success and finance | Jane Graham, Kronos

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This is a podcast episode titled, Building the relationship between customer success and finance | Jane Graham, Kronos. The summary for this episode is: <p>We're joined by <a href="https://www.linkedin.com/in/jane-graham-b4354b9/">Jane Graham</a>, Vice President, Customer Success and Renewals at <a href="https://www.kronos.com/">Kronos</a>, to talk more deeply about the relationship between customer success and finance.&nbsp;<br><br></p><ul><li>Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID</li><li>Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation</li><li>This relationship (learning more about the financials) benefits you and the types of conversations you can have with your customers - understanding the situation they might be facing given that this Is a B2B environment</li><li>Marketing, especially customer marketing, has been critical to driving value for the customer success team. Example: Learning about how to update pay-codes and packaging marketing material can be used by every CSM</li><li>"If you're talking about your customers' problems, ultimately you should be talking about the market problems"&nbsp;</li><li>Playbook design needs to be function over form - give your team flexibility to react to the situation</li><li>Hot tip: Meet with your procurement team to share procurement plays back and forth - help understand the techniques that may be used In the Enterprise software buying space</li><li>Give your customers access to Information that expands beyond your software and ultimately they will start to think of you as a partner</li></ul><p><br>--<br>This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth &amp; retention strategies. Learn more at <a href="https://customerimperative.com/">https://customerimperative.com/</a><br><br>Jay Nathan: <a href="https://www.linkedin.com/in/jaynathan/">https://www.linkedin.com/in/jaynathan/</a><br>Jeff Breunsbach: <a href="https://www.linkedin.com/in/jeffreybreunsbach">https://www.linkedin.com/in/jeffreybreunsbach</a></p>

DESCRIPTION

We're joined by Jane Graham, Vice President, Customer Success and Renewals at Kronos, to talk more deeply about the relationship between customer success and finance. 

  • Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID
  • Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation
  • This relationship (learning more about the financials) benefits you and the types of conversations you can have with your customers - understanding the situation they might be facing given that this Is a B2B environment
  • Marketing, especially customer marketing, has been critical to driving value for the customer success team. Example: Learning about how to update pay-codes and packaging marketing material can be used by every CSM
  • "If you're talking about your customers' problems, ultimately you should be talking about the market problems" 
  • Playbook design needs to be function over form - give your team flexibility to react to the situation
  • Hot tip: Meet with your procurement team to share procurement plays back and forth - help understand the techniques that may be used In the Enterprise software buying space
  • Give your customers access to Information that expands beyond your software and ultimately they will start to think of you as a partner


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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