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.

https://pawandeshpande.com/

https://blog.pawandeshpande.com/2023/08/01/saas-critical-care-how-to-2x-renewal-rates/

• 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

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