In Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic. Thanks to our panelists: Megan Bowen, Platterz Ziv Peled, AppsFlyer Aaron Thompson, SuccessHacker Sheryl Hawk, Customer Imperative Customer Engagement Customers are going to remember who was a partner and willing to ride this out with them! CSMs need to be acutely aware of their customers. needs at this time, reaching out with tailored messaging to understand how their services fit into the changing needs of their portfolio. For industries that are experiencing a boom during this time, be sure to quickly communicate any expected downtime due to the higher demand on your organizations. There is an opportunity to lean into this situation and foster a community around your customer base, allowing those in similar positions and situations to learn from each other. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility Levers available when talking with clients about account freezes or pricing reduction requests:Contract Term Length Discounts and Free Services Evaluating Pricing Structure Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usage data, and other analytic sources can help you understand if your customer truly needs you to be flexible for them, or they are taking advantage of the situation. Most people are currently providing free services for a short amount of time, as long as they are able to lock in a full-term contract on the tail end of the free period. Ensuring that team members are empowered with the necessary information for challenging contract discussion with clients is key. Investing in a dashboard that aggregates this data for them now will continue to be hugely beneficial once we are back to business as usual. For organizations whose customers are in an industry that is heavily affected by these times, revenue will absolutely be reduced as customers are unable to pay. Consider working with them for a defined time, as it is better to retain the customer in the long term if the revenue is going to be leaving in the interim regardless of what action you take. -- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts. -- Big shoutout to Chris Hicken and the 'nuffsaid team -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff dive Into typical SaaS contracts - particularly the levers available for a business to pull during negotiations. This has become a major topic of conversation given the current political climate. -- If you are Interested In attending our CS Leadership Office Hours, be sure to drop us a line on LinkedIn and we'll send you the Invite. Every Thursday at 11:30am EST. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

Jay and Jeff sit down for a new format...shorter episodes, quicker hits and full of punch. This week they dive Into the ever-present Coronavirus and how that Is Impacting the SaaS world. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this episode, we are joined by Steve Bernstein, the Founder of Waypoint Group and TopBox. Steve has spent his career perfecting the art of customer feedback and NPS programs as It relates to software companies. Steve offers up his opinion on when to survey customers, the types of questions you should be asking, and the action that responses should enact within your organization. -- Big shout out to Steve and Waypoint Group! Waypoint Group & TopBox: https://waypointgroup.org/topbox/ Steve: https://www.linkedin.com/in/sbernstein/ -- This can be found on our website: https://customerimperative.com/steve-bernstein-waypoint-group/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

In this episode, Jeff and Katie talk through how Monster has had to leverage customer success technology to deploy against their customer journey. She has worked cross-functionally to implement the tool, data and processes to help her customer success team manage their books of business effectively. -- Big shout out to Katie and the Monster team! Monster: http://www.monster.com Katie: https://www.linkedin.com/in/katie-yagodnik-b3997b/ This can be found on our website: https://customerimperative.com/katie-yagodnik-monster/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach

This week we sat down with Stacie Ward, VP Customer Care at Red Canary. Her tenure in both sales and CS has made her an expert at taking an integrated approach to CS. She's really looking at ways to build long-term relationships with her customers In order to stay solutions-focused and drive retention In her business. -- Big shout out to Stacie and Red Canary: https://redcanary.com/ Stacie Ward: https://www.linkedin.com/in/stacieward/ -- This can be found on our website: https://customerimperative.com/stacie-ward-red-canary/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

This episode, Jay and Jeff welcome Abby Hammer, Chief Customer Officer and Head of Products at ChurnZero. She's a rockstar that marries product and customer success and lets us in on her best strategies for connecting the two. -- Big shout out to Abby and ChurnZero: https://churnzero.net/ Abby Hammer: https://www.linkedin.com/in/abbyhammer/ -- This can be found on our website: https://customerimperative.com/abby-hammer-churnzero/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/

Jay and Jeff sit down with Lauren Culbertson, Founder and CEO of LoopVOC. They talk through some key topics that link Voice of Customer programs to the larger business strategy: The importance of having consistent feedback loops How VOC programs play into your customer success strategy Why the voice of the customer has become so important to B2B SaaS -- Lauren is co-founder and CEO of LoopVOC, Voice of the Customer software designed to revolutionize the way B2B SaaS companies collect, analyze, and respond to customer feedback.Before Loop, Lauren worked in the B2B software space, leveraging her passion for analytics to build data-driven VOC processes, product marketing teams, and growth initiatives for businesses ranging from $14M to $200M ARR. If you get the chance, be sure to read on why It has become so Important for B2B SaaS organizations to create a voice of customer program. -- This can be found on our website: https://customerimperative.com/ep017-lauren-culbertson-loopvoc/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more at https://customerimperative.com/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Jeff Breunsbach: https://www.linkedin.com/in/jeffreybreunsbach/