Journal

EP017 - Lauren Culbertson, LoopVOC
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 […] Learn More ›
I'm often asked if CS is a derivative of sales or support...
The answer is neither. Learn More ›
Customer Segmentation is not a one size fits all
One of the most elemental pieces of our customer retention and growth strategy... Learn More ›
Gail and Bruce Montgomery, ExperienceYES
Jay and Jeff sit down with Gail and Bruce Montgomery to talk through how Improvisation and art of Stand-Up Improv can be applied to business. --Big shout out to Gail and BruceGail: https://www.linkedin.com/in/gailmontgomery/Bruce: https://www.linkedin.com/in/bruce-montgomery-7773162/ --This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth […] Learn More ›
Stacie Ward, Red Canary
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 […] Learn More ›
Abby Hammer, ChurnZero
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 podcast is brought to you by Jay Nathan […] Learn More ›
"Our customers are calling our CSMs instead of support."
"Our customers are calling our CSMs instead of support." Learn More ›
Jennifer Kirkland, Conversica
Jay and Jeff are joined by Jennifer Kirkland, Vice President of Customer Success Operations and Professional Services at Conversica and an experienced leader in CS Ops, account management, and product management. Tune in to hear her talk about her approach to CS Ops and change management throughout an organization. --Big shout out to Jennifer and […] Learn More ›
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