Scaled CS is Looking Alot Like Marketing
This week, Karessa Parish, Growth Marketing Manager at ClassTag joins Jeff to talk about the connection between scaled CS and marketing. Here are some of the key takeaways: Look for ways to automate t...
13 Mars 202335min
QBRs Need an Overhaul
QBRs are a topic of conversation almost any place that CS professionals gather. That is because they are a vital tool in helping customers understand how your product aligns with their business goals....
9 Mars 20239min
Effortless Experience
Going above and beyond for your customers seems like a no-brainer, but is it really? Data shows that performing 'Hail Mary's' for your customer doesn't have any greater impact than simply meeting thei...
6 Mars 202346min
Delight vs Effort
It seems intuitive: you increase retention by delighting your customers. However, data exposes the fact that something that takes a lot of effort and often the increased expense doesn't bring the resu...
2 Mars 202316min
Trends in the Job Market Around B2B Tech
Jay is joined by Christina Lock, Founder and CEO of Catch Talent. We talked about trends in the labor market and what she’s seeing across the tech companies her team works with. Here are the questions...
27 Feb 202341min
We Need Our CSMs to Become More ”Strategic”
We need our CSM's to become more "strategic". (What that really means, no one will ever know) BUT, here's an easy way to *start*... Coaching your CSMs to get better at asking open-ended questions A...
23 Feb 20237min
Building Account Maps for Predictable Outcomes
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 y...
20 Feb 202338min
CSMs Should Not Learn to Talk to CFOs
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 th...
16 Feb 20237min
