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Artwork for Land and Expand

Land and Expand

Jay Nathan
Customer Success
Saas Valuation
Smart Brevity
Growth Strategy
Private Equity
Customer Acquisition Cost
Net Dollar Retention
Communication Strategies
Metrics
Profitability
IPO
Public Markets
Attention Span
Professional Writing
Investor Liquidity
Axios
Venture Capital
HR Technology
Annual Recurring Revenue
Monthly Recurring Revenue

Conversations about business, AI, and customer success.

PublishesWeeklyEpisodes11Foundeda year ago
Categories
ManagementBusiness

Listen to this Podcast

Artwork for Land and Expand

Latest Episodes

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 outc... more

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, emphasiz... more

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 succe... more

Key Facts

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Podcast Host

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Recent Guests

Nikki Bishop
Vice President of Marketing and Experience in the Life Sciences Group at Emerson, chemical engineer by trade.
Emerson
Episode: EP007: Nikki Bishop, VP Marketing & Experience at Emerson; When customer success is the difference between life and death.
Pawan Deshpande
Product expert at Galileo, former CEO of Curata and AI enthusiast
Galileo
Episode: EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.
Kate Peter
Chief Customer Officer at PayScale
PayScale
Episode: 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.
Toya Del Valle
Chief Customer Officer at Cornerstone
Cornerstone
Episode: EP002: Toya Del Valle, CCO of Cornerstone; Go for it, saying "Yes" to leadership (and "No" to SSO); how to operationalize customer centricity
Rachel Orston
Chief Customer Officer at Instructure
Instructure
Episode: EP001: Rachel Orston, CCO of Instructure; The rise of take-private transactions; PE vs. VC vs. Publicly-traded companies.

Host

Jay Nathan
Host of the series providing insights into customer success, leadership, and business strategies.

Reviews

5.0 out of 5 stars from 16 ratings
  • Jays insight make me think.

    I listen to Jay to understand, then listen to Jay to interpret, then listen to Jay again to expand my knowledge.

    Apple Podcasts
    5
    MikeStoll56
    United States8 months ago

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Talking Points

Recent interactions between the hosts and their guests.

EP011: Revenue-impacting, customer feedback at scale. Tales from the woman who ran voice of customer for The Home Depot.
Q: What feedback mechanisms did you implement?
Surveys, individual interviews, and focus groups to engage directly with customers and gather actionable insights.
EP011: Revenue-impacting, customer feedback at scale. Tales from the woman who ran voice of customer for The Home Depot.
Q: How did you get cultural support for what you were doing at the time?
It involved strategic moves and recognition of declining sales leading to customer experience prioritization.
EP011: Revenue-impacting, customer feedback at scale. Tales from the woman who ran voice of customer for The Home Depot.
Q: How do you dive deeper in a retail situation?
By partnering with IT to collect precise data and asking pointed questions to uncover root causes of customer dissatisfaction.
EP002: Toya Del Valle, CCO of Cornerstone; Go for it, saying "Yes" to leadership (and "No" to SSO); how to operationalize customer centricity
Q: When we talk about customer centricity, how do you manage complexity within your customer journey?
We ensure that we break down the customer journey collaboratively with all stakeholders and that it remains adaptable to changing needs.
EP002: Toya Del Valle, CCO of Cornerstone; Go for it, saying "Yes" to leadership (and "No" to SSO); how to operationalize customer centricity
Q: How have you institutionalized that operationally to make sure it's not just lip service?
We have a meeting series that we call Customer Days, which emphasizes the importance of customer feedback and involvement across the company.

Audience Metrics

Listeners, social reach, demographics and more for this podcast.

Gender Skew
Location
Interests
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Age Range
Household Income
Social Media Reach

Frequently Asked Questions About Land and Expand

What is Land and Expand about and what kind of topics does it cover?

A variety of topics centered around customer success, business strategies, and the integration of AI into organizational practices are discussed across episodes. The conversations primarily feature leaders from various industries, including technology, life sciences, and HR technology, who share their perspectives on the evolving nature of customer success and the importance of metrics in driving growth. Noteworthy insights explore how different sectors operationalize customer success to enhance relationships and deliver effective solutions, addressing both challenges and innovative approaches in today's dynamic market. With a focus on realistic, actionable strategies, this series caters to professionals seeking to elevate their understandi... more

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1. The Daily

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Land and Expand launched a year ago and published 11 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on Land and Expand?

Recent guests on Land and Expand include:

1. Nikki Bishop
2. Pawan Deshpande
3. Kate Peter
4. Toya Del Valle
5. Rachel Orston

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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