Q&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customer
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 s...
25 Touko 202059min
Marketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine Labs
We have Chris Walker, the CEO of Refine Labs, who has focused his career around the future of demand generation. His firm takes a firm approach to leading growth-stage SaaS companies. We sat down t...
20 Touko 202032min
Building the relationship between customer success and finance | Jane Graham, Kronos
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 earl...
8 Touko 202023min
Leading indicators for churn | CS Leadership Office Hours
-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- What are the leading Indicators of churn that you're looking to Identify? Relationship breadth Re...
4 Touko 202026min
Onboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard Solutions
Donna Weber of Springboard Solutions joins Jay to talk about Donna's recent webinar around onboarding and enablement. First Impressions, confirmation bias and buyer's remorse are all concepts we need...
1 Touko 202035min
Customer success delivering outcomes | Dave Duke, MetaCX
Jay joins Dave Duke of MetaCX around how customer success teams can help deliver outcomes for customers: Talk for a few minutes about how MetaCX helps align to outcome delivery for customer success te...
28 Huhti 20209min
How customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCX
A fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams... Success planning looks very similar to account planning that's been around for a numbe...
24 Huhti 202011min
Sales transition and tools for collaboration between customer success and product | CS Leadership Office Hours
What % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this? Organizations need to incentivize looking for long term goals instead of short...
21 Huhti 202044min
