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EP011: Revenue-impacting, customer feedback at scale. Tales from the woman who ran voice of customer for The Home Depot.
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…
EP009: Unpacking Smart Brevity - 23 minutes that will make you a better communicator.
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…
EP008: CJ Gustafson, CFO PartsTech and author at mostlymetrics.com. Public/private SaaS valuations; how CFOs are thinking about GTM and customer success.
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…
EP007: Nikki Bishop, VP Marketing & Experience at Emerson; When customer success is the difference between life and death.
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…
EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.
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…
EP005: Kate Peter, CCO of Payscale. Why was customer success was one of the "most quit" jobs of 2024? Automation, AI, and the unbundling of customer success.
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…
EP004: Peter Harris, COO of Pipedrive; from audit to SaaS operator; navigating sales and success in a PLG world.
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…
EP003: Bonus Episode - Knowing and mastering your retention metrics
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…
EP002: Toya Del Valle, CCO of Cornerstone; Go for it, saying "Yes" to leadership (and "No" to SSO); how to operationalize customer centricity
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…
EP001: Rachel Orston, CCO of Instructure; The rise of take-private transactions; PE vs. VC vs. Publicly-traded companies.
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…
Trailer: Welcome to the Land And Expand Podcast
Welcome to Land and Expand, the podcast for customer success leaders.
Frequently Asked Questions
Land and Expand has published 11 episodes since December 2024, covering topics in Business, Management.
Land and Expand is currently dormant with new episodes weekly. Average episode length is 42m.
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