Meet Joann Campbell, Head of Customer Experience Strategy at The Home Depot for over 25 years. If you think CX is fluffy and not connected to the business outcomes, this episode is for you.  Learn how the Customers First Initiative drove revenue outcomes and organizational alignment in this massive, distributed organization.  You can connect with Joann on LinkedIn: https://www.linkedin.com/in/jhc03/ Would be honored to have you like and subscribe to Land and Expand wherever you get your podcast. 

Rachel Orston and Jay break down the concept of Smart Brevity. This is a practical guide that was a good refresher for us and hopefully a good primer for if you haven't read it.  Let us know what you think. 

Jay Nathan and CJ Gustafson delve into the intricacies of SaaS valuation multiples, the importance of revenue metrics, and the dynamics of company ownership in both public and private markets. CJ shares insights from his experience as a CFO, emphasizing the significance of understanding financial reports and the implications of valuation on employee equity. The discussion also touches on current trends in private markets, highlighting how companies are navigating their growth strategies amidst changing economic conditions, and delve into the intricacies of public offerings, cash flow challenges for public companies, and the importance of understanding metrics like the Rule of 40. They discuss the balance between growth and profitability, the role of customer success in revenue generation, and the dynamics of sales teams in varying market conditions. The conversation also highlights the significance of churn analysis and cohort analysis in understanding customer retention, while looking ahead to market trends and potential IPOs.

In this conversation, Jay Nathan and Nikki Bishop discuss the critical role of customer success in the life sciences industry, particularly in the context of delivering life-saving therapies. Nikki explains how Emerson's technology and customer success strategies are designed to enhance the efficiency of pharmaceutical manufacturing. They delve into the complexities of regulatory compliance, the importance of industry expertise in customer success roles, and the evolving definition of customer success at Emerson, emphasizing the need for measurable outcomes and effective communication with customers. Nikki shares insights on the challenges of scaling customer success, balancing legacy with innovation, and the importance of aligning with future strategies.

Summary   In this conversation, Jay and Pawan Deshpande, discuss the SaaS Critical Customer Care framework that Pawan developed to address customer churn and improve renewal rates. Pawan shares insights from his experience at Curata, where he faced significant churn and implemented a structured approach to customer success.   The discussion covers the importance of understanding renewal rates, the four buckets of customer success, the significance of business reviews, and how AI can enhance customer engagement. Pawan emphasizes the need for a proactive approach to customer success, including identifying triggers for intervention and the role of segmentation in addressing customer needs effectively.   Follow Pawan on his website and read his full post on the Critical Customer Care framework:    https://pawandeshpande.com/ https://blog.pawandeshpande.com/2023/08/01/saas-critical-care-how-to-2x-renewal-rates/   Takeaways Pawan Deshpande is the CPO of Galileo, focusing on AI applications. The SaaS Critical Care framework helps improve renewal rates. Understanding churn is crucial for SaaS businesses. Customer success can be divided into four key activities. Business reviews are essential for maintaining customer health. Segmentation of customers allows for tailored approaches. Inbound and outbound strategies are both necessary in customer success. Triggers for critical care can be based on customer satisfaction and product usage. AI can automate aspects of customer success and improve efficiency. Proactive engagement is key to preventing churn.      

Kate Peter, Chief Customer Officer at PayScale, sits down with host, Jay Nathan, to explore the evolution of customer success and why the CSM role is one of the "most quit" jobs in 2024 per Payscale's data. Kate and Jay exchange insights on preventing burnout in CSM teams by unbundling roles, improving cross-functional alignment, and using automation to eliminate inefficiencies. The pair also dive into the importance of gross revenue retention (GRR) as a foundation for customer success and its connection to product and go-to-market strategies. Kate offered a behind-the-scenes look at her early leadership at PayScale, emphasizing the need for specialization in post-sales teams and actionable strategies for 2025 planning. If you’re rethinking your customer success strategy, this episode is packed with practical takeaways.

In this conversation, Jay Nathan and Pete Harris discuss the interplay between physical health, work-life balance, and career progression. Pete shares his journey from audit to becoming the Chief Operating Officer at Pipedrive, emphasizing the importance of curiosity and execution in leadership roles. They also delve into the complexities of customer success in a product-led growth model, highlighting the need for effective onboarding and implementation strategies to cater to diverse customer needs. They discuss the challenges of onboarding and the need for tailored approaches to customer success, particularly in relation to sales and account management. The conversation also explores the innovative use of AI in customer success, aiming to enhance customer interactions and proactively address issues.

In this solo episode of Land and Expand, host Jay Nathan dives into the foundational SaaS metrics every leader should know cold: ARR (Annual Recurring Revenue), Gross Retention, Net Retention, and Renewal Rates. Drawing on a pivotal moment early in his career, Jay unpacks how these metrics work, why they matter, and how they influence the health and growth of a SaaS business. You’ll learn: - The difference between ARR and MRR, and how ARR reflects your business’s run rate. - How Gross Retention and Net Retention are calculated, their unique roles, and why only net retention can exceed 100%. - Why Renewal rate is a leading indicator for retention - How multi-year contracts impact retention rates - The importance of segmenting retention metrics If you’re a SaaS executive or aspiring leader, this episode is a must-listen refresher to sharpen your financial acumen. Cover Your SaaS - Financial Literacy for Non-financial Leaders: https://buy.stripe.com/bIY9EEbuKeX72M88ww Subscribe to the ChiefCustomerOfficer.io newsletter for weekly insights.

In this conversation, Jay Nathan and Toya Del Valle discuss the evolution of customer success at Cornerstone, highlighting Toya’s extensive background in operations and HR within the airline industry before transitioning to tech. They explore the importance of customer centricity, the operationalization of customer success, and the complexities involved in managing a diverse product suite and acquisitions. Toya shares insights on how to institutionalize customer focus across all departments and the significance of collaboration in creating a seamless customer journey. In this conversation, Toya Del Valle discusses the importance of customer centricity in navigating complexities within organizations. She emphasizes a thoughtful approach to acquisitions, the lessons learned from the pandemic, and the significance of investing in customer success to drive sustainable growth. Additionally, she shares insights on career growth, encouraging individuals to embrace opportunities without self-selection.

Summary   In this conversation, Rachel Orston and Jay Nathan explore the differences between private equity (PE) and venture capital (VC), focusing on liquidity, board dynamics, and the evolving landscape of innovation in software development. They discuss the implications of PE on public companies, the role of operating partners, and the future of venture capital in a market saturated with options. The conversation highlights the need for companies to leverage available resources and expertise to drive growth and innovation.   Key Takeaways Don't get too caught up in whether you work for a pre IPO company. Going public and going private is just another transaction to different owners. The NASDAQ has risen by something like 30% this year. The Rule of 40 is about balancing growth and efficiency. Investors are looking for long-term value, not just short-term gains. Private equity firms are not just about efficiency; they also focus on growth. The perception of a company can significantly impact its stock price. Companies need to invest in long-term innovations despite short-term pressures. The average take-private valuation was around seven and a half times. Understanding private equity is crucial for go-to-market leaders. Liquidity is a significant factor in choosing between PE and public companies. Venture capital is often perceived as growth-focused, while PE is seen as efficiency-driven. Board dynamics can greatly affect company strategy and direction. Operating partners can provide valuable expertise in both PE and VC-backed companies. The venture capital landscape is shifting towards funding market share grabs rather than true innovations. Verticalization in software development is becoming increasingly important. Internal development and no-code platforms are emerging as key trends in enterprise innovation. The current market has too many dollars chasing too few true innovations. Private equity can provide a longer time horizon for growth strategies. The impact of PE on customer experience is a critical topic for future discussions. Chapters 00:00 Navigating the Landscape of Public and Private Companies 05:08 The Dynamics of Take-Private Transactions 09:53 Understanding the Rule of 40 and Its Implications 15:01 The Shift from Public to Private: Insights and Experiences 19:00 Private Equity: Strategies for Value Creation 19:56 Understanding Liquidity in Private Equity vs. Public Companies 22:03 Venture Capital vs. Private Equity: Key Differences 25:08 The Dynamics of Board Management in VC and PE 27:02 Leveraging Operating Partners for Growth 28:58 The Evolution of Venture Capital: From Moonshots to Market Share 31:56 The Future of Innovation in Software Development 36:02 Verticalization and Internal Development in Enterprises 38:46 The Impact of Private Equity on Public Companies 42:04 Future Conversations: Customer Impact and Beyond Join the Chief Customer Officer newsletter

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