Building trust to improve retention and growth - with Chad Hordenfeldt
- E46
- 33:11
- March 16th 2021
Trust is one of the strongest foundations of Customer Success.
Without trust, customer conversations become harder, adoption slows and value is more difficult to prove.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Chad Horenfeldt to explore how Customer Success teams can build and use trust to create stronger customer relationships and better outcomes.
We cover:
- Why trust matters in Customer Success
- How trust supports customer relationships
- How outcome-focused programmes build credibility
- Why customer-centric cultures create stronger retention
- How CS teams can use technology without losing human connection
- How trusted relationships support satisfaction, retention and growth
This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and customer-facing teams who want trust to become a real driver of customer value and growth.
Breakthrough SaaS Growth with The Jasons
SaaS growth isn’t owned by a single team - it’s a cross-functional sport. Each week, hosts Jason Noble (UK) and Jason Whitehead (US) dig into what actually drives sustainable growth across product, pricing, onboarding & adoption, customer success, sales, marketing, finance, and leadership. Expect candid conversations, practical playbooks, and board-level perspectives on topics like AI (beyond the hype), data quality & trust, in-product guidance, value realization, renewals, expansion, and customer experience. You’ll hear from founders, investors, product and revenue leaders who’ve built real results - not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: turning insight into action that breaks through silos and accelerates SaaS growth. Same Jasons. Bigger vision. Sharper takeaways.
Subscribe and explore more at breakthroughsaasgrowth.com.