Achieving 120% NRR with the OGSMT Framework

CSM Practice - The Customer Success Podcast

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Rachel Stanley from Banzai shares how her team achieved a remarkable 20% increase in Net Retention Rate (NRR) within one year. Learn about the powerful OGSMT framework and the strategic initiatives that drove this success. Perfect for customer success professionals and executives looking to enhance their practices.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Transitioning from siloed efforts to cohesive cross-functional teams for better alignment and results.
- Specific tactics used to engage and retain customers, including personalized onboarding and dedicated CSMs.
- The impact of these strategies on company morale, customer satisfaction, and the successful public offering.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Rachel Stanley has over 10 years of SaaS onboarding, training, implementation, consulting, e-Learning, customer success, adoption, and support experience, and is passionate about building high-functioning teams that consistently hit their objectives. When Rachel joined Banzai, Customer Success was the only customer-facing job function. Since then, Rachel has added Onboarding, Support, and Customer Marketing, successfully creating a Customer Experience organization that has driven best-in-industry customer satisfaction and grown Banzai’s Net Retention Rate (NRR) significantly.
🔗 You may connect with Rachel via LinkedIn
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: 4 Key CS Metrics That You Should Be Tracking
🎥 Watch: Increasing NRR for Saas
⏬ Download: Customer Health Score Facts & Industry Trends
#CustomerSuccess #NRR #Framework #BusinessGrowth

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2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
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Chapters

1. Intro (00:00:00)

2. Company Overview (00:03:00)

3. Mastermind Program (00:05:33)

4. Initial Challenges as a CS Leader (00:06:39)

5. What is the OGSMT framework? (00:09:18)

6. Business Impact (00:12:57)

7. How to Implement the Framework (00:16:38)

8. Tactics and Execution (00:21:15)

9. In-App Product Tour (00:27:51)

10. Data-Driven Awareness Campaigns (00:29:22)

11. Effective Webinar Strategies (00:32:19)