I have so many questions from just five minutes of what you said, but I will just. answer this for us and all our listeners. Do why do we need customer success? Is it true that CS is just program management office or why do even non-sas companies or sales companies, what is the need for CS to exist? It's a great question. And sometimes I ask myself that, honestly. So really to me, it's less about having a department that is called customer success. It's about having a great product. We can see what's going on and we can coach and guide our customers to a better outcome than they could receive on their own. That's intrinsic
First aired on Leadership Masterclass on June 4, 2023, Jay Nathan joins Subha Shriniivasan to discuss multiple aspects of Customer Success.
From the start of Gain Grow Retain to Jay's thoughts on Customer Success's role in a variety of organizational goals, this episode dives into some of the common questions being asked.
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Why do we need CS?
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How is CS different from other go-to-market functions?
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How can companies drive customer experience to build credibility for new customers?
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How do you structure your organization?
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Should CSMs become Account Managers?
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How should you measure the success of a CS team?
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What role does digital CS play?
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How should the CS team engage with other teams to tie to value and goals?
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Should CS own up-sells and cross-sells?
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Will AI replace CS?
Hear Jay's take on each of these topics as he shares practical reasons for his beliefs and steps to move into more effecient and strategic processes.
Original Episode Link
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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.
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