The most effective Customer Success teams need to do more than focus on churn and upsells. In this session, you'll learn how Unbounce grew customer success from a team of 2 to 20, and helped spread a customer centric attitude company wide.Read more >
Join Mike Grafham as he outlines the KPIs for customer success for Yammer.Read more >
Jon Herstein explains how to be proactive in your approach to customer success by focusing on your customer's objectives and directly providing value by meeting those objectives.Read more >
Dreamforce 2014 put the spotlight firmly on Customer Success and we couldn't be more thrilled. What does it mean to have Salesforce be a Customer Success Platform? It means moving beyond just marketing and selling to customers and then stepping away. It means engaging with customers on an on-going basis and making sure that they are seeing success using your products and services.
Totango helps transform Salesforce into a Customer Success Platform by unlocking the insights and signals hidden inside engagement data and enabling everyone that uses Salesforce (i.e., sales, marketing, customer support, and customer success) to act upon them.
In this webinar we partner with Resumator's VP of Customer Success, Kristen Hayer, to share the ways that they use Totango to drive customer success, marketing and sales via Salesforce.
The B2B subscription economy is forever changing the way companies interact with their customers. As customer bases are growing exponentially, support and account teams are being challenged to handle an unprecedented volume of on-boarding calls and support tickets. Thus, the creation of the customer success function.
The best customer success teams are educating their customers away from product pitfalls and helping them to achieve the maximum return on their software investment, sometimes without human to human contact. The purpose of this presentation will be to show you how videos and webinars are being used to help customer success teams reduce sales bookings churn and transform customers into delighted advocates.
In this session we’ll cover how customer success teams can use videos and webinars to:
- Structure and enhance a 90-day on-boarding plan
- Map organizations for better account understanding and up-selling opportunities
- Predict and automate responses to customer needs
How does your company tie revenue to the customer success team? Join Whitney as she explains how Bitly's customer success team has implemented the Land and Expand model to drive additional revenue for the business. You will hear about their initial strategy, results, and the changes they made along the way.Read more >
Join Peter Marinari the Director of Account Management at RJ Metrics and Kristen Hayer the VP of Customer Success at The Resumator to learn how they built their top performing customer success teamsRead more >
Focusing on the wrong customer types and segments makes acquiring customers expensive and time-consuming and greatly increases churn. Conversely, having a clearly defined Ideal Customer profile is critical to rapidly scaling your SaaS or Subscription business. This webinar will show you four Customer Success hacks that you can use to easily identify your ideal customers, reducing your sales cycle and expense, while improving retention and growing Customer Lifetime Value (LTV).Read more >
Growth hackers have an obsessive focus on user growth. The best growth hackers realize that customer acquisition is only the first step to success. Finding creative growth opportunities that develop lifelong customers is growth hacker gold.
Our top 10 practical Customer Success growth hacks in this webinar helped:
- Adobe EchoSign identify and mobilize fans to become bigger, better fans
- LevelEleven create a sales pitch for their Customer Success program
- Gild establish and report on a success goals kick-off meeting
Sign up today and walk away with 10 proven, actionable, growth hacks that will generate a positive ROI for your Customer Success team.
Customer success isn't just about a title, department, or jumping into an account manager role. It is a lifestyle. It should flow through the veins, and ooze out every pore. From the external, it appears that it comes from jumping on top of tasks and engaging with customers, but true CSM's feed their entire lives not just into their assigned customers or company customers, but every customer that they have an interaction with. This includes walking into Starbucks and holding the door open for that person behind you, or picking up the paper towels on the floor in the bathroom. Demonstrating that customer success can happen everywhere you go. It can go unappreciated, but this is also where it can catch on. Your co-workers, potential customers, and perhaps even the occasional current customer are watching. The mentality of being there to serve others is a culture shift which can catch people off guard and see the difference as to why they selected you as their vendor. So the next time you visit Starbucks, don't just walk in, but hold the door and give that person a huge high five!Read more >
It's a new era, and Customer Success has become a critical component to retention and profitable customer relationships for companies around the world. Caution: traditional, reactive technical support or customer support won't cut it.
To ensure your customers are fully engaged and receiving a higher value from your product than they ever expected, you need a proactive, high performance Customer Success team. In one hour, join The Resumator's VP of Customer Success, Kristen Hayer, as she discusses how, including:
- Taking an honest look at your current team performance (and taking action)
- Setting expectations that drive team and individual performance
- Discovering the ROI of effective one-on-one coaching
- Training and development that deliver (and keep delivering)
- Attracting and hiring for high performance and killer cultural fit
- Creating an account management and onboarding model that works for you
Retaining and growing clients is far more cost-effective than acquiring new clients, but what is the key to client success? To answer this question, many organizations are exploring and implementing the shift from account management to customer success.
Join Rebecca Savage, who successfully transitioned her account management team to customer success, to learn how to:
- Differentiate customer success from account management
- Build a team of CSMs with those that have account management and delivery backgrounds
- Structure the team and set goals and metrics
- Implement and actualize the change
- Use the new structure to deliver success to clients
Join Whitney as she shares the top challenges facing modern customer success teams. Learn how to hire top talent that sets your team up for success.Read more >