2017 Rewind: Your Customer Success Playlist

December 12, 2017 Mathilde Augustin

2017 Rewind: Your Customer Success PlaylistThe day-to-day life of Customer Success professionals can get pretty hectic. It can be challenging to set time aside specifically for continued learning and to keep up with new trends.

As things slow down in December, it’s the perfect occasion to get out of the trenches and catch up on the trends you might have missed. The playlist below takes you through key questions Customer Success teams face. Just click on the tapes to start listening!

 

Building a Robust Customer Success Program

First things first, you need to be confident in the strength, stability, and relevance of your program’s foundations. It’s always a good idea to reevaluate the basics of your program every so often, as what once worked can quickly become obsolete.

2017 Rewind: Tape A Side 1

How to Define Your Key Customer Success Metrics and Goals with Kristen Hayer

► 45 minutes webinar
► 15 minutes Q&A

“A lot of us got into Customer Success because we enjoy helping customers. As a result, it can be easy to fall into the trap of having a vague mission like making customers happy. The truth is, Customer Success has to be measured to be proven.”  
Click to Tweet

 

Building a Customer Onboarding Program: The Keys to Success with Linda Schwaber-Cohen

► 40 minutes webinar
► 20 minutes Q&A

“Customer Success is responsible for putting a plan in place to introduce order and predictability in the relationship between customers and the company. Product subscription renewal average for trained customers is 92%, while it’s only 80% for untrained customers. Building an onboarding program is a guaranteed driver of success.”
Click to Tweet

 

How to Reduce Churn with Better Product Adoption with Ty Magnin

► 20 minutes webinar
► 10 minutes Q&A

“In the age where product-led businesses are beating their competition, product adoption reigns king. Most churn happens during a user’s first 90 days with a product, and what separates the top performing players from the rest is their product adoption strategy.”
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5 Ways to Modernize Your Net Promoter Score Program to Super-Charge Customer Success with Jessica Pfeifer

► 35 minutes webinar
► 20 minutes Q&A

“NPS is a lean, effective method for measuring customer happiness and getting actionable feedback. It can supercharge your Customer Success program, without needing to be complex.”
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Scaling Your Customer Success Organization

Once the basics are set, consider how to optimize your team’s efficiency. By scaling your processes you’ll empower your team to lead more customers to success, more effectively, and more systematically.

Driving Efficiency With Automated Customer Success Playbooks with Irit Eizips

► 60 minutes webinar

“CSM teams don’t become great on their own, they need to be empowered at scale through automation and repeatable plays, or else they’ll need to be more reactive than they should.”
Click to Tweet

 

Personalizing One-to-Many Customer Success with Kristen Hayer

► 40 minutes webinar
► 20 minutes Q&A

“Personalization is all about anticipating the needs of your customers. That’s what Customer Success is all about, from both a personal, and an automated standpoint.”
Click to Tweet

 

How to Become a More Proactive CSM with Productivity Tools with Irit Eizips

► 60 minutes webinar

The secret to becoming proactive with your customers is putting the right processes in place and building a framework that allows you to nurture productivity.”
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Going Forward

How will your processes evolve in 2018 and what next steps should you prepare for? Stay in the know when it comes to where Customer Success is heading, and stay proactive in getting to where you should be 12 months from now.

10 Lessons for Your Startup Customer Success Gameplan with Paul Philp

► 50 minutes webinar
► 10 minutes Q&A

“Customer Success must be a core discipline of SaaS startups from the very first day. It’s infinitely harder to reach product/market fit without a Customer Success discipline. This doesn’t necessarily mean a Customer Success team - but someone has to implement a Customer Success discipline.”
Click to Tweet

 

The Future of Customer Success is Agile with Todd Eby

► 40 minutes webinar
► 20 minutes Q&A

“Customer Success is a challenge rich environment, and the effort needed to figure out all the little things is immense. Then comes keeping pace with your growth and your customers, so how can we proceed forward in a manner that allows you to stay in control?” 
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About the Author

Mathilde Augustin

Mathilde is the Manager of Digital Marketing at Amity. After moving from France to complete a degree in Political Science from McGill University, she made her way to Toronto in order to pursue her passion for Marketing and Tech.

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