Journal - Customer Imperative - Page 3

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CS Leadership Office Hours

Customer engagement during COVID

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. Learn More ›

By Jeff Breunsbach

Customer Segmentation

Retooling segmentation given the current financial climate

Given the current times, we need to be thinking about our engagement with customers differently. We must adapt quickly. Learn More ›

By Jay Nathan

Structuring your NPS Program with Steve Bernstein

Why NPS must go beyond the survey. Tactical advice on gathering - and using - customer feedback with Steve Bernstein (Waypoint Group) and Jay Nathan. Learn More ›

By Jeff Breunsbach

Katie Yagodnik, Monster

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: […] Learn More ›

By Jeff Breunsbach

5 Customer-centric Processes to Begin Immediately

Through our work with dozens of growth-stage, B2B SaaS companies and conversations with hundreds of execs and CS leaders we've identified a handful of processes that can move the needle quickly. Learn More ›

By Jay Nathan

Lauren Culbertson, LoopVOC

We talk through some key topics that link Voice of Customer programs to the larger business strategy. Learn More ›

By Jeff Breunsbach

Customer Success

I'm often asked if CS is a derivative of sales or support...

The answer is neither. Learn More ›

By Jay Nathan

Customer Segmentation

Customer Segmentation is not a one size fits all

One of the most elemental pieces of our customer retention and growth strategy... Learn More ›

By Jay Nathan

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 ›

By Jeff Breunsbach

Customer Retention

Grow Faster with a Customer-First Approach

Customer Success teams are looking to harness data to produce insights they can act against to reduce customer churn and increase satisfaction and upselling opportunities. Learn More ›

By Jay Nathan

Stacie Ward, Red Canary

We discuss how she is building long-term relationships with her customers in order to stay solutions-focused and drive retention In her business. Learn More ›

By Jeff Breunsbach

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 ›

By Jeff Breunsbach

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