Webinars

Watch our webinars in replay to help you better understand how you can manage, engage and drive value with your customers.

  • Answering Your Biggest Churn Questions48:48

    Answering Your Biggest Churn Questions

    When you’re focused on acquiring more customers month on month and onboarding them into your product, it’s painful to see a significant chunk of your existing customers churn away - taking a swing at

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  • 7 Questions to Ask Before Implementing a Customer Success Platform30:29

    7 Questions to Ask Before Implementing a Customer Success Platform

    Because customer success is still new and developing, your job comes with its own set of challenges. Namely, you are doing work that hasn’t been done before, you’re learning as you go.

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  • Why Customer Success Teams Lose Sight of Outcomes31:25

    Why 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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  • How Help Scout Used Chat to Solve Their Biggest Customer Success Hurdles35:20

    How 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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  • The Easiest Way To Improve Onboarding32:55

    The 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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  • 2017 Rewind: Your Customer Success Playlist

    2017 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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  • How to Scale Your Customer Success Team41:39

    How 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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  • How to Capture Business Outcomes during QBRs45:33

    How 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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  • Customer Success Software Overview Demo1:09

    Customer 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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  • 9 Ways to Supercharge Customer Success Productivity32:44

    9 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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  • How to Build a Powerful Customer Renewal Playbook39:28

    How 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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  • Shatter the Customer Success Performance Plateau28:04

    Shatter 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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  • How to Design Your Customer Health Score39:48

    How 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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  • How to Engage Your Customer's Top Level Executives42:00

    How 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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  • How to Measure + Influence Product Adoption for Customer Success52:16

    How 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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  • How to Build Your Customer Onboarding Playbook41:25

    How 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

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  • QBR Playbooks That Drive Customer Accountability1:01:44

    QBR 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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  • How to Reduce Churn with Better Product Adoption30:34

    How 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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  • The Art and Science of Effective Customer Onboarding59:51

    The 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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  • A Framework to Visualize Customer Success Performance Data30:58

    A 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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