Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important.

This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program:

• Created an onboarding team who is dedicated to owning this process
• Developed strong templates by starting with post-sale, ending with renewal, and identifying all of the things that happen in between
• Set a 60-day goal for customers and identified how many reached it within this timeframe
• Utilized Human Centered Design in the process

Connect with Brittany

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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.

This week, Jeff talks with Jake McKee, founder of Jake McKee Consulting about community's role in business. Jake shares some critical points for companies looking to bring a community program into their business model that help ensure it is more than just a 'nice to have' opportunity.

Community needs to be embedded into business operations, and to do this well, you must:

• Understand your business goals and your community priorities and then align them well
• Use the OGSDT framework (Objectives, Goals, Strategies, and Tactics) in planning
• Support your internal stakeholders by understanding their pain points and workto help close those gaps with community programs using processes they already have in place
• Make sure you are tracking both community and company metrics (and tie them together)

This information-packed episode is a must for anyone who is running, or looking to add or expand a customer community.

Connect with Jake

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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.

This week, Dan Ennis, Manager of Scaled Customer Success at Monday.com joins Jay Nathan to continue our series about Scaled CS.

Starting with Dan's definition of scale, "Increasing the impact with customers without necessarily having the same increase in input on the human side", Dan walks us through the scale process Monday.com went through.

Sharing some focused areas that shifted from a 1:1 to a 1:many without a heavy internal lift with ideas such as Office Hours, communication shifts, measuring everything and using that data to identify priorities, and developing asynchronous content, Dan provides some valuable methods that were successful for his team and customers.

Connect with Dan here

Good Strategy, Bad Strategy Book Summary

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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.