Gain Grow Retain – Details, episodes & analysis

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

--

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

--

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.

In this episode, Mike Sasaki, VP of Customer Success at Emburse talks with Jay about scaling CS. Not simply from a growth perspective, but a more important impact on profitability focus. From areas of his business he has been able to scale effectively with strong results to other areas of consideration that have to be managed when scaling programs, Mike's practical examples and insights will help you take a look at scaling in a broader way.

Connect with Mike

--

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.

Today, Jeffrey See, Assistant Principal at D.C. Everest Area School District, joins Jay Nathan to discuss why educators are finding an interest in tech companies, and specifically customer success.

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Jeffrey See on LinkedIn: https://www.linkedin.com/in/jeffrey-see-weston/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this week's CS Blueprint, Jay, Kristi, and Jeff go through the secrets to scaling a startup, from the article The Secrets to Scaling Zapier to 500 Employess from Employees Themselves.

Our goal: to give tactical, direct advice to customer success leaders.

--

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the Disney move from FastPass to Disney Genie, lessons learned when scaling a company from 0-500, and GitLab as a resource center.

Our goal: to give tactical, direct advice to customer success leaders.

--

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Today, Anita Toth joins host Jeff Breunsbach for a conversation about churned customers. This conversation will bring insight into off-boarding plans and how to prepare for an exit interview.

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Anita Toth on LinkedIn: https://www.linkedin.com/in/anitamtoth/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the effectiveness of webinars, how customer success is playing a role in how people invest, and CX predictions in 2022.

Our goal: to give tactical, direct advice to customer success leaders.

--

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the results of a compensation survey, the Amazon outage, and a 20 minute work meeting idea.

Our goal: to give tactical, direct advice to customer success leaders.

--

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this week's CS Blueprint, Jay, Kristi, and Jeff discuss inspiring leaders, ideas, and articles.

Our goal: to give tactical, direct advice to customer success leaders.

--

If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/

Connect with Krisi Faltorusso: https://www.linkedin.com/in/kristiserrano/

This podcast is brought to you by Jay Nathan and Jeff Breunsbach...

Jay Nathan: https://www.linkedin.com/in/jaynathan/

Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach