Dillon Young, leader of CS at Maxwell, and Jeff Breunsbach discuss handling changes, identifying indicators, trusting teams, prioritization, and effective resource allocation in B2B SAS customer success teams. Connect with Dillon for more insights on Lifetime Value.
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Quick takeaways
Prioritization and effective resource allocation are crucial for success.
Involving the team in decision-making and aligning tasks with goals leads to successful implementation.
Deep dives
Prioritization and Effective Use of Resources
In the podcast episode, the speaker discusses the importance of prioritizing tasks and making effective use of resources. They emphasize the need to focus on impactful metrics and measure them consistently to drive improvements. They also highlight the value of assigning team members to tasks that align with their expertise and can contribute to the overall goals. By aligning efforts and optimizing resource allocation, teams can achieve better results and maintain momentum.
Context and Collaboration in Implementing Changes
The episode emphasizes the importance of providing context and involving the team in implementing changes. Rather than imposing new processes or expectations, the speaker suggests collaborating with team members to gather insights and incorporate their expertise. By involving the team in decision-making and building a shared understanding of the hypothesis behind the changes, there is a higher likelihood of successful implementation. Efforts should be focused on aligning team members' tasks with the larger goals and consistently measuring the impact of changes.
Avoiding Overwhelming Metrics and Focusing on Impact
The podcast highlights the need to avoid overwhelming team members with too many metrics and instead focus on those that truly impact the desired outcomes. By prioritizing and streamlining the number of metrics, teams can concentrate their efforts on making meaningful improvements. The speaker recommends ensuring that all metrics are interrelated and contribute to the overall performance goals of the team. Constant evaluation and refinement of metrics are also recommended to ensure they align with current objectives.
Applying Six Sigma Principles in Customer Success
The episode touches upon the advantage of applying Six Sigma principles in customer success. While not actively practicing Six Sigma, the speaker highlights the benefit of its systematic approach to process improvement. By adopting a mindset that no detail is too small and maintaining a focus on improving processes over time, customer success professionals can drive consistent and efficient performance. Six Sigma principles can be applied beyond customer success to personal life or other areas of professional work.
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