Gain Grow Retain

The Vault -Building Relationships During Uncertain Times

Aug 21, 2023

Mark Stoddard and Dave Blake of ClientSuccess discuss the impact of COVID on customer engagement, offering practical tips. They also answer audience questions on adapting to changes in uncertain times, making this a relevant listen for customer success leaders.

55:42

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Episode guests

Dave Blake

Mark Stoddard

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Episode notes

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Quick takeaways

Focus on personal customer engagement to maintain relationships during crises.

Consider adjusting CSM comp plans and offering additional services for customer empowerment.

Prioritize employee well-being, transparency, and adaptability to navigate changing business landscapes.

Deep dives

Implementing MBOs for CSMs

Considering setting up MBOs for CSMs, focusing on 100% customer base coverage, tracking interactions, engaging personally with customers, and postponing sales initiatives for a stronger future.

Intro

4min

Driving Customer Success and Growth in Uncertain Times

15min

Building Relationships and Navigating Client Needs in Crisis

3min

Building Strong Customer Relationships in Uncertain Times

22min

Prioritizing People During Uncertain Times

2min

Strategies for Selling into Struggling Industries

6min

Navigating Uncertainty and Seeking Feedback on Webinar Series

4min

In this re-release from April 2020, Jay Joined Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series.

Although they talk about the impact of COVID on the market in general and customer engagement specifically, the conversation is just as relevant today as teams undergo major changes that often result in the loss of your primary stakeholder. After sharing some practical tips, the group them shifts to answering audience questions, making this a great podcast to revisit.

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.

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Gain Grow Retain

The Vault -Building Relationships During Uncertain Times

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Implementing MBOs for CSMs

Building Engagement and Providing Value

Adjusting CSM Comp Plans

Supporting Customers in Struggling Industries

Ending the Podcast on a Caring Note

Remember Everything You Learn from Podcasts