Webinars
Watch our webinars in replay to help you better understand how you can manage, engage and drive value with your customers.
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31:25Watch VideoWhy Customer Success Teams Lose Sight of Outcomes
Learn how to lead your customers towards success by focusing on customer outcomes, managing your capabilities, and understanding the complexities of the business.
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35:20Watch VideoHow Help Scout Used Chat to Solve Their Biggest Customer Success Hurdles
Live chat can be a highly effective channel for customer success, especially when it comes to driving engagement at critical touch points like onboarding, where timing is everything. At Help Scout, M
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32:55Watch VideoThe Easiest Way To Improve Onboarding
While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.
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Read Article2017 Rewind: Your Customer Success Playlist
The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!
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41:39Watch VideoHow to Scale Your Customer Success Team
A hurdle that customer success teams face is scaling from a budget and business-model standpoint, while still providing a consistent customer experience. Here are some strategies to solve this.
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45:33Watch VideoHow to Capture Business Outcomes during QBRs
By initiating and directing value-oriented conversations with your customer, you can effectively reduce churn, even before ROI is fully delivered. You best tool to initiate these discussions: QBRs.
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1:09Watch VideoCustomer Success Software Overview Demo
Amity provides the world's most powerful Customer Success software. Amity, senses changes in customer health or rhythms, recommends the right actions and measures effectiveness.
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32:44Watch Video9 Ways to Supercharge Customer Success Productivity
With these techniques, a Customer Succes team can measure the exact working capacity of Success and Support, and create a structure that drives a “get things done” culture amongst its members.
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39:28Watch VideoHow to Build a Powerful Customer Renewal Playbook
Learn how to design and use a proactive Customer Success playbook to manage the 90, 60, or 30 days prior to renewal and secure more wins. Renewals are a key process for SaaS Account Managers and CSMs.
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28:04Watch VideoShatter the Customer Success Performance Plateau
We know what customer success is supposed to do: predictably drive revenue growth. Breaking the cycle of limited customer success performance will allow your team to realize its full potential. If you
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39:48Watch VideoHow to Design Your Customer Health Score
A health score is a single actionable metric which you calculate by assembling multiple data points. It tells customer success managers which account to pay attention to, and when.
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42:00Watch VideoHow to Engage Your Customer's Top Level Executives
CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the
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52:16Watch VideoHow to Measure + Influence Product Adoption for Customer Success
Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define s
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41:25Watch VideoHow to Build Your Customer Onboarding Playbook
Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behaviour change, set realistic goals, and define
- LET'S CO-PILOT
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1:01:44Watch VideoQBR Playbooks That Drive Customer Accountability
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're
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30:34Watch VideoHow to Reduce Churn with Better Product Adoption
In this webinar, Ty Magnin from Appcues tells you exactly how Customer Success Managers can reduce churn with: customer onboarding, strategic lifecycle nudges, feature discovery. In the age where pro
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59:51Watch VideoThe Art and Science of Effective Customer Onboarding
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your
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30:58Watch VideoA Framework to Visualize Customer Success Performance Data
Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy. In this webinar, Joel Carron, Customer
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59:00Watch VideoPersonalizing One-To-Many Customer Success
In this webinar, we cover: • How to design the program • Automated touch-points • Balancing automation and personalization • The importance of testing • Technology ideas and option Not every business
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29:05Watch VideoIntroducing The Customer Advocacy Ladder
Customer Advocacy is a critical piece of the Customer Success puzzle. A strong advocacy presence can help to further position Customer Success as a massive value driver within organizations. By imple
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