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Rebecca Nerad
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Sep 16, 2026
Owning Retention & Standardizing CS Across 17 Acquisitions ft. Rebecca Nerad (Advantive)
11:51
25:50

Josh SchachterHOST
I know it can be a challenge to keep everybody educated, especially when you have such a fast deal velocity as you guys do.
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12:01Rebecca NeradGUEST
We've been fortunate to have some strong enablement at Advantive that really focuses on both the skills side of developing customer success, as well as the product side, it is important that we're focused by line of business because there are too many products for the CSMs to really be able to, you know, advise on the solutions and the outcomes across, you know, very different products.
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12:27Rebecca NeradGUEST
And fortunately there's, There's enough overlap once they start to know the industry that it's important that they be able to differentiate between them too, because customers may ask us similar questions, right? If you have a customer who has one of our pro planner manufacturing solutions, they may also be interested in pinpoint.
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12:48Rebecca NeradGUEST
And so that CSM should be able to talk about those within that particular product family.
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12:57Rebecca NeradGUEST
And the other part is I would say half my team came from the legacy organizations.
13 MINS LATER

Josh SchachterHOST
But tell me a little bit about how you do that, how you think about- creating as much uniformity as possible across your larger advantage of work.