Land and Expand

Auteur(s): Jay Nathan
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  • Résumé

  • Conversations about business, AI, and customer success.
    Copyright 2024 All rights reserved.
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Développement commercial et entrepreneuriat Gestion et leadership Économie
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Épisodes
  • EP008: CJ Gustafson, CFO PartsTech and author at mostlymetrics.com. Public/private SaaS valuations; how CFOs are thinking about GTM and customer success.

    EP008: CJ Gustafson, CFO PartsTech and author at mostlymetrics.com. Public/private SaaS valuations; how CFOs are thinking about GTM and customer success.
    Feb 20 2025

    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.
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    45 min
  • EP007: Nikki Bishop, VP Marketing & Experience at Emerson; When customer success is the difference between life and death.

    EP007: Nikki Bishop, VP Marketing & Experience at Emerson; When customer success is the difference between life and death.
    Feb 13 2025

    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.
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    45 min
  • EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.

    EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.
    Feb 6 2025
    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.
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    37 min

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