Gain Grow Retain Gain Grow Retain

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important.
This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program:
Created an onboarding team who is dedicated to owning this process
Developed strong templates by starting with post-sale, ending with renewal, and identifying all of the things that happen in between
Set a 60-day goal for customers and identified how many reached it within this timeframe
Utilized Human Centered Design in the process
Connect with Brittany
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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, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is more than just a 'nice to have' opportunity.
Community needs to be embedded into business operations, and to do this well, you must:
Understand your business goals and your community priorities and then align them well
Use the OGSDT framework (Objectives, Goals, Strategies, and Tactics) in planning
Support your internal stakeholders by understanding their pain points and workto help close those gaps with community programs using processes they already have in place
Make sure you are tracking both community and company metrics (and tie them together)
This information-packed episode is a must for anyone who is running, or looking to add or expand a customer community.
Connect with Jake
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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, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS.
Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same increase in input on the human side", Dan walks us through the scale process Monday.com went through.
Sharing some focused areas that shifted from a 1:1 to a 1:many without a heavy internal lift with ideas such as Office Hours, communication shifts, measuring everything and using that data to identify priorities, and developing asynchronous content, Dan provides some valuable methods that were successful for his team and customers.
Connect with Dan here
Good Strategy, Bad Strategy Book Summary
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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 Jay Nathan is joined by Nisha Baxi, Head of Community and Digital CS at Gong to discuss the 5 questions that are often asked by companies who haven't implemented community.
Why Community (What is the ROI/Value)
Who should own and run customer communities?
How do you staff a community?
How do you get people to share content in a new community?
Should your community be open?
Nisha shares how Gong has become a community that their customers rely on for information, support, and connections. If your company is considering a community, or if you are looking to expand community into Customer Success, be sure to add this podcast to your queue!
Connect with Nisha
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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 Jeff Breunsbach takes a look at how being successful with a scaled approach relies on prioritizing and executing on a small number of things very well.
Simple options such as education and training
Tracking consistency
Strong content that resonates with customer needs
By making sure these pieces are well built and have strong customer awareness, you are setting the stage for a scaled approach that works.
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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, Jeff Breunsbach takes a look at some important components of customer education:
Product
Learn what part of your product aligns with the customer needs
Our customers don't need to utilize every part of our product or be aware of every new feature
Focus on the features and aspects they need and help them become experts in those areas
Specialized education is better than a 1 size fits all versio
Business
Use educational pieces that help your users have a better understanding of their own business goals
This helps make sure they are maximizing your product for their needs
Market
Understanding market trends can help your customers understand how your product fits into their goals
Keep an eye on other products that have overlap and make sure those intersection points are well understood
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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.