This webinar goes beyond the basics to show you how to leverage NPS in a fresh way to super-charge Customer...
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In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous ter
Learn how to lead your customers towards success by focusing on customer outcomes, managing your capabilities, and understanding the complexities of the business.
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. Yet, onboarding is multi-facet
When customer success efforts pay off, they leave you with an interesting problem: more customers to manage, and the need to grow your team accordingly. A hurdle that customer success teams face is t
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.
We know what customer success is supposed to do: predictably drive revenue growth. Seems clear enough, but what’s less clear it how to actually make that happen. If you’re doing everything you can but
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.
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
We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term. It’s no
For most CSMs, adoption is the lifecycle stage that comes between onboarding and renewal, but it’s also a process, an action, a metric. Adoption is a critical step to Customer Success, but there’s a
In order to improve time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success.
Responsible customers take initiatives to get more out of your solution and they are eager to grow with you. It takes some conscious efforts to nurture highly responsible customers.
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
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
In the age where product-led businesses are beating their competition, product adoption reigns king. The more your users and customers get out of your product, the less likely they are to churn.
This webinar provides a practical approach to personal one-to-many Customer Success. From email to webinars and in-app messaging, learn how to scale up tech-touch customer success management.
Faster adoption is the most direct path to renewing and expanding your customers. Today’s Customer Success teams all want to see rapid adoption and help their customers realize the business value they
There’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is crucial.
Are you a new customer success leader, or a CSM who aspires to move into a management role? Are you an experienced executive who moved into customer success from another discipline like sales or produ
The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tigh