Sam Smith, Director of Customer Success and Kaitlin Stich, Demand Generation Manager at BrightTALK
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