Meeting Prep is a Lost Art
Are you making sure your meetings are 'Can't Miss'? In this week's 10-minute trumpet, Jeff talks through some simple ideas for not only using meetings strategically, but adding simple before and after...
13 Apr 20238min
Building Predictability Into Your CS Organization
Rod Cherkas, CEO and founder of HelloCCO, joins Jeff Bruensbach this week to talk about creating predictability and stability through consistence processes, which come from building consistent skills....
10 Apr 202337min
Our CSMs Are Really Change Management Experts
CSMs are really in the business of helping our customer champions become really great change management experts. Let's prepare our customers for the people, process, and technology updates necessary t...
3 Apr 202339min
CSMs should be great change management experts
Customer success teams aren’t here to simply train the customer on using a product. Customer success teams are change management agents. Helping guide a customer to an outcome through people, process...
30 Mars 20236min
10 Customer Churn Benchmarks for SaaS Leaders
This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights: no statistical alignment between whether satisfied customers stay (CSAT) inertia is real ...
27 Mars 202350min
Churn Benchmarks
Are your churn benchmarks telling you what you think they are? Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise yo...
23 Mars 202318min
Strategic, Tactical, and Operational
Are your CSMs operating with a single point of contact? Damien Howley, CCO of Whip Around shares how having a Strategic, Tactical, and Operational focus in your customer relationships not only prevent...
20 Mars 202333min
Scaled CSMs Should Be Creating Content
Are you using scaled CS as a universal engagement strategy? If not, you are missing out on giving your team the chance to build out their roles due to lack of bandwidth. In building relevant and actio...
16 Mars 20238min
