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Episode 29: The Impact of Ownership with Jan Young
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Jeff talks with Jan Young every few months to go over Customer Success topics. for this time, we decided to tape it! We were inspired to catch up to discuss the differences in approach between Frank Slootman's new book (where he says CS is not needed) compared to a post from Jason Lemkin. We covered that, and then in our usual style talked about everything on our minds that day!
Topics include:
- Jan's background in the entertainment business and how it prepared her for SaaS
- Hiring specialists vs. generalists and when to use those strategies
- Analyzed Chris' post vs. Frank Slootman approach on initiatives and success depending on ownership
- Self-service onboarding vs. complex
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