Achieving 120% NRR with the OGSMT Framework

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.
Want to watch the full interview? Join our Mastermind program: bit.ly/jointhecustomermethod
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.
👍 Like, share, and subscribe for expert insights!
👉🏻 Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
𝟏. Grab a free copy of our Customer Success 𝙩𝙚𝙢𝙥𝙡𝙖𝙩𝙚𝙨 𝙖𝙣𝙙 𝙞𝙣𝙛𝙤𝙜𝙧𝙖𝙥𝙝𝙞𝙘𝙨
We’ve created a resource library for you to gain easy access to best practices and benchmark data. www.csmpractice.com/resources
𝟐. Subscribe to our CSM Practice 𝙣𝙚𝙬𝙨𝙡𝙚𝙩𝙩𝙚𝙧
Subscribe to our CSM Practice newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. www.csmpractice.com/newslette...
𝟑. Build Your CS Strategy
If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. bit.ly/jointhecustomermethod
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: / rachel3stanley
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: 4 Key CS Metrics That You Should Be Tracking
www.csmpractice.com/4-custome...
🎥 Watch: Increasing NRR for Saas
• Increasing NRR (NET RE...
⏬ Download: Customer Health Score Facts & Industry Trends
www.csmpractice.com/infograph...
𝐓𝐈𝐌𝐄 𝐒𝐓𝐀𝐌𝐏𝐒
00:00 Intro
01:26 Company Overview
03:59 Mastermind Program
05:04 Initial Challenges as a CS Leader
07:44 What is the OGSMT framework?
11:23 Business Impact
13:53 Impact without the framework
15:03 How to Implement the Framework
19:04 Tactics and Execution
#CustomerSuccess #NRR #Framework #BusinessGrowth

[@CSMPractice]

Want Rachel’s insights on webinar strategies? Join our Mastermind Program>>> bit.ly/jointcmyt