5 Steps to Phenomenal Customer Success
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Customer Success Summit 2016 Breakout Session Presented by: Tal Tsfany, Chief Customer Officer, Base
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How to Budget for Customer Success
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
Teamwork Makes the Dream Work - Aligning Customer Success and Sales
This document discusses the importance of aligning customer success and sales teams to increase success. It notes that poor communication, lack of role clarity, and not treating each other as partners can undermine the relationship. Key aspects of a successful partnership include clearly defining complementary roles, engaging in strategic planning together, and tying goals and compensation to both retention and new business. With commitment from leadership and a focus on shared goals, the aligned teams can increase pipeline velocity, conversion rates, and reduce churn.
Trending in Customer Success: Pulse Recap 2016
Did you attend Pulse 2016? Or are you wondering what key themes, discussions and problems the Customer Success community talked about? Join Anthony Kennada, VP of Marketing, for a 60 minute webinar deep-diving into the successes, failures and leading ideas of Pulse 2016 including:
How Enterprise SaaS Companies Justify Investment in Customer Success
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn
Mastering the Upsell
One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. Timing is everything. Too early and you’ll only exasperate your customer. Too late and the opportunity will pass you by.
Customer Success Strategy Template
The document outlines Rincon Company's customer success strategy. It will focus on later stages of the customer lifecycle like engagement, adoption, and renewal. Key aspects include implementing a health score to measure adoption effectiveness, standardizing CLV and churn calculations, allocating 12% of ACV to customer retention costs, and developing tailored playbooks for different customer segments. Barriers customers may face and ways to address them at each stage are identified. The customer success team structure with roles for client services, support, and success managers is also presented.
The Ultimate MSP Customer Success Playbook
This document provides guidance on using customer feedback to improve the customer experience and drive business goals for managed service providers (MSPs). It discusses collecting feedback at various touchpoints along the customer journey, from initial sales and onboarding to ongoing support, renewals, and growth opportunities. The key points are: understanding customer needs and insights enables targeting services and increasing customer lifetime value; feedback should be quick and easy for customers to provide; and gathering and responding to feedback can help attract new customers, optimize processes, and minimize churn.
A Product Person's View of Customer Success
From Customer Success Summit 2017 - Sam Boonin, VP Product Strategy at Zendesk discusses, "Customer First: A Product Person's View".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
Recommended
How to Budget for Customer Success
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
Teamwork Makes the Dream Work - Aligning Customer Success and Sales
This document discusses the importance of aligning customer success and sales teams to increase success. It notes that poor communication, lack of role clarity, and not treating each other as partners can undermine the relationship. Key aspects of a successful partnership include clearly defining complementary roles, engaging in strategic planning together, and tying goals and compensation to both retention and new business. With commitment from leadership and a focus on shared goals, the aligned teams can increase pipeline velocity, conversion rates, and reduce churn.
Trending in Customer Success: Pulse Recap 2016
Did you attend Pulse 2016? Or are you wondering what key themes, discussions and problems the Customer Success community talked about? Join Anthony Kennada, VP of Marketing, for a 60 minute webinar deep-diving into the successes, failures and leading ideas of Pulse 2016 including:
How Enterprise SaaS Companies Justify Investment in Customer Success
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn
Mastering the Upsell
One of the biggest ways CSMs can add value to their company is by identifying clients who are ready for an upsell. Timing is everything. Too early and you’ll only exasperate your customer. Too late and the opportunity will pass you by.
Customer Success Strategy Template
The document outlines Rincon Company's customer success strategy. It will focus on later stages of the customer lifecycle like engagement, adoption, and renewal. Key aspects include implementing a health score to measure adoption effectiveness, standardizing CLV and churn calculations, allocating 12% of ACV to customer retention costs, and developing tailored playbooks for different customer segments. Barriers customers may face and ways to address them at each stage are identified. The customer success team structure with roles for client services, support, and success managers is also presented.
The Ultimate MSP Customer Success Playbook
This document provides guidance on using customer feedback to improve the customer experience and drive business goals for managed service providers (MSPs). It discusses collecting feedback at various touchpoints along the customer journey, from initial sales and onboarding to ongoing support, renewals, and growth opportunities. The key points are: understanding customer needs and insights enables targeting services and increasing customer lifetime value; feedback should be quick and easy for customers to provide; and gathering and responding to feedback can help attract new customers, optimize processes, and minimize churn.
A Product Person's View of Customer Success
From Customer Success Summit 2017 - Sam Boonin, VP Product Strategy at Zendesk discusses, "Customer First: A Product Person's View".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
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Aligning Customer Success to Enable Your Customers' Lifecycle presented by Mike Provenzano, VP of Customer Success at Totango.
Empowering Customer Success through Product Feedback
What's the single biggest factor in whether or not a customer churns? Don't overthink it — it's whether or not the product is meeting their needs. But what's the biggest factor in whether or not your product is meeting your customers' needs? It's Customer Success. That means the relationship between Product and Customer Success is crucial for any recurring revenue business.
This webinar will feature Rahul Jain, Founder and VP of Customer Success at Pendo, and Guarav Kotak, Senior Director of Product at Gainsight. Together, they'll explore how to create a positive feedback loop between Customer Success and Product to improve both teams' metrics.
The Gainsight/Sprinklr Feedback Loop of Epic Success
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
Lessons Learned in Building a Best-in-Class Customer Success Organization
This document discusses lessons learned in building a best-in-class customer success organization. It finds that the highest rated customer touchpoints are about relationships, service, support, communication and trust. It recommends identifying customer success offerings, establishing delivery capabilities, and building practice areas around project success, adoption success and operational success. The document also discusses segmenting offerings for different customer types, creating a single customer view through journey mapping, and establishing governance through a change methodology.
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This document discusses customer success strategies and metrics for ad tech companies. It includes perspectives from leaders at LiveRamp, Rocket Fuel, PubMatic, and Lotame. They discuss how they define customer success, the types of customers they have, how they measure success, and how they are growing their customer success organizations. Key points include focusing on renewals, upsells, customer happiness ratings, onboarding processes, account planning, and using metrics like net promoter scores.
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How to Build the Ultimate Customer Success Board Presentation
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
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The document summarizes a webinar on aligning sales and customer success. It includes:
1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success.
2. A discussion of why lifetime value is important and customers having more choices and lower switching costs.
3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers.
4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success.
5. A review of
The Customer Success Business presented by Guy Nirpaz
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This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
How to Win in On Premise with Customer Success
Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
How to use Customer Success to Predict and Drive Up-Sell
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to Predict and Drive Up-Sell - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Dell Boomi, Tableau, Marketo
10 Laws of Customer Success
Customer success requires a fundamental shift in the way you conduct business. Dan Steinman, CCO of Gainsight, worked with VPs of Customer Success across the technology industry to develop the 10 Laws of Customer Success. The 10 Laws of Customer Success represent the key focus areas all technology companies should be focusing on as they move towards a customer success model.
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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
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Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities.
In this webinar, you'll learn:
How to implement an effective CS org in Healthcare IT
Tactics for reducing risk in complex accounts
How to streamline your customer journey to massively boost expansion opportunities
And much more
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The document discusses how to accelerate the impact of customer success through effective onboarding. It introduces SuccessBLOCs, which are modular units of value that can be applied to different customer success processes like onboarding, implementation, education, and retention. The key goals of onboarding are to ensure accounts go live on time, increase the key accounts success rate, and reduce the time to onboard. Effective onboarding using SuccessBLOCs can demonstrate results within weeks by solving the problems that matter most to customers.
Walking Hand in Hand With Your Product Team to Drive Customer Success
The document discusses aligning a product team and customer success team by establishing common metrics that both teams can work towards. It suggests focusing on a few key metrics that are understandable, easy to regularly measure, and drive desired outcomes like retention. Specifically, it recommends adopting leading indicators for retention, such as usage frequency and time spent per active user. Having common metrics that both teams can see will help align their goals. The document also notes that collecting a variety of usage data and customer health metrics can provide additional insights.
The Next Wave of Customer Success
From Customer Success Summit 2017 - Guy Nirpaz, CEO & Co-Founder at Totango discusses, "The Next Wave of Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
How to Scale Your Customer Success Network by Aligning With Channel Partners
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
The Revenue Centric Funnel
Learn how to use data-driven strategies to increase sales productivity by focusing reps on where they are most likely to have success.
FIND WHITE SPACE
Understand what’s likely to close and what’s not.
REDEFINE SQL
Leverage your predictive data to redefine what constitutes a Sales Qualified Lead.
ALIGN WITH MARKETING
Communicate trends across SQLs and closed-won business to Marketing.
MEASURE SUCCESS
Update your metrics to make sure you’re incentivizing revenue generating activity.
Sales Enablement Plan Playbook
The document outlines a 6-stage sales enablement plan to develop and implement a sales enablement strategy. Stage 1 involves getting project approval, including assessing organizational readiness, building a business case, and creating a strategy scorecard. Stage 2 prepares the company by surveying sales, aligning sales and marketing, and auditing assets. Stage 3 implements enabling solutions like CRM and marketing automation. Stage 4 builds a sales playbook. Stage 5 launches the strategy to sales. Stage 6 measures results and evolves the strategy. The plan provides templates, tools and resources to execute each stage.
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What's the single biggest factor in whether or not a customer churns? Don't overthink it — it's whether or not the product is meeting their needs. But what's the biggest factor in whether or not your product is meeting your customers' needs? It's Customer Success. That means the relationship between Product and Customer Success is crucial for any recurring revenue business.
This webinar will feature Rahul Jain, Founder and VP of Customer Success at Pendo, and Guarav Kotak, Senior Director of Product at Gainsight. Together, they'll explore how to create a positive feedback loop between Customer Success and Product to improve both teams' metrics.
The Gainsight/Sprinklr Feedback Loop of Epic Success
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
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This document discusses lessons learned in building a best-in-class customer success organization. It finds that the highest rated customer touchpoints are about relationships, service, support, communication and trust. It recommends identifying customer success offerings, establishing delivery capabilities, and building practice areas around project success, adoption success and operational success. The document also discusses segmenting offerings for different customer types, creating a single customer view through journey mapping, and establishing governance through a change methodology.
Customer Success for Ad Tech
This document discusses customer success strategies and metrics for ad tech companies. It includes perspectives from leaders at LiveRamp, Rocket Fuel, PubMatic, and Lotame. They discuss how they define customer success, the types of customers they have, how they measure success, and how they are growing their customer success organizations. Key points include focusing on renewals, upsells, customer happiness ratings, onboarding processes, account planning, and using metrics like net promoter scores.
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How to Build the Ultimate Customer Success Board Presentation
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
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Aligning Sales and Customer Success
The document summarizes a webinar on aligning sales and customer success. It includes:
1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success.
2. A discussion of why lifetime value is important and customers having more choices and lower switching costs.
3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers.
4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success.
5. A review of
The Customer Success Business presented by Guy Nirpaz
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This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
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Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to Predict and Drive Up-Sell - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Dell Boomi, Tableau, Marketo
10 Laws of Customer Success
Customer success requires a fundamental shift in the way you conduct business. Dan Steinman, CCO of Gainsight, worked with VPs of Customer Success across the technology industry to develop the 10 Laws of Customer Success. The 10 Laws of Customer Success represent the key focus areas all technology companies should be focusing on as they move towards a customer success model.
The Age of the Customer, 2017
Dan Steinman's presentation at CXO, VP & Directors of Enterprise Software Firms Seminar hosted by Intrinsic Executive Research
How to Align Customer Success Management with Sales and Marketing
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Sales and Marketing - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Infusionsoft, LinkedIn, Clarizen, Intacct
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients.
Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities.
In this webinar, you'll learn:
How to implement an effective CS org in Healthcare IT
Tactics for reducing risk in complex accounts
How to streamline your customer journey to massively boost expansion opportunities
And much more
Accelerating The Impact of Customer Success
The document discusses how to accelerate the impact of customer success through effective onboarding. It introduces SuccessBLOCs, which are modular units of value that can be applied to different customer success processes like onboarding, implementation, education, and retention. The key goals of onboarding are to ensure accounts go live on time, increase the key accounts success rate, and reduce the time to onboard. Effective onboarding using SuccessBLOCs can demonstrate results within weeks by solving the problems that matter most to customers.
Walking Hand in Hand With Your Product Team to Drive Customer Success
The document discusses aligning a product team and customer success team by establishing common metrics that both teams can work towards. It suggests focusing on a few key metrics that are understandable, easy to regularly measure, and drive desired outcomes like retention. Specifically, it recommends adopting leading indicators for retention, such as usage frequency and time spent per active user. Having common metrics that both teams can see will help align their goals. The document also notes that collecting a variety of usage data and customer health metrics can provide additional insights.
The Next Wave of Customer Success
From Customer Success Summit 2017 - Guy Nirpaz, CEO & Co-Founder at Totango discusses, "The Next Wave of Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
How to Scale Your Customer Success Network by Aligning With Channel Partners
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
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Leverage your predictive data to redefine what constitutes a Sales Qualified Lead.
ALIGN WITH MARKETING
Communicate trends across SQLs and closed-won business to Marketing.
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Update your metrics to make sure you’re incentivizing revenue generating activity.
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This document describes a hypothetical "nightmare scenario" where a company has only 15 days to analyze customer data, set selling strategies, and forecast opportunities in order to grow profits. It then outlines 8 steps the company could take to assess their current CRM capabilities, define an ideal state with improved visibility and prioritization of key customer data, streamline unused fields and processes, capture necessary information at each stage of the sales process, and ultimately implement a new tool that integrates fully with their existing Salesforce platform to help sales teams more effectively manage opportunities and relationships. The document suggests this approach is what should be expected of CRM systems all along to best support sales organizations.
The Pipeline And The Top Line
This document describes a hypothetical "nightmare scenario" where a company has only 15 days to analyze customer data, set selling strategies, and forecast opportunities in order to grow profits. It then outlines 8 steps the company could take to assess their current CRM capabilities, define an ideal state with improved visibility and prioritization of key customer data, streamline unused fields and processes, capture necessary information to guide effective selling, and integrate additional tools directly into Salesforce to support relationship management and a standardized sales methodology without leaving the existing system. The document suggests this scenario demonstrates what CRM software should ideally do to effectively support sales teams.
The Pipeline And The Top Line
This document describes a hypothetical "nightmare scenario" where a company has only 15 days to analyze customer data, set selling strategies, and forecast opportunities in order to grow profits. It then outlines 8 steps the company could take to assess their current CRM capabilities, define an ideal state with improved visibility and prioritization of key customer data, streamline unused fields and processes, capture necessary information to guide effective selling, and integrate additional tools directly into Salesforce to support a best practices sales methodology without leaving the existing system. The document suggests this scenario demonstrates what CRM software should ideally do to effectively support sales teams.
Dynamics Day 2014: Microsoft Dynamics CRM - Productivity Sales Accelerators
A look at how Intergen’s Sales Accelerators quickly and cost effectively address key business issues, such as sub-optimised business processes, disconnected data and disparate systems.
Dynamics Day is Australasia's leading event for users of Microsoft Dynamics. For those of you who couldn't make it along to the event, we have made all session content available online.
Making Lead Scoring & Nurturing Work
See how a LeadLife customer successfully implemented a lead scoring and nurturing system within their organization that increased their qualified leads by 78% and decreased their buy cycle time from months to weeks.
By viewing this online presentation, you will also see how they :improved their overall conversation rates by 1.5-3x; increased the quality of leads going to Sales; expanded their transaction size and increased marketing ROI
If you would like to automate lead scoring and nurturing, improve quality of leads passed to sales, or gain visibility into your leads, this presentation is for you!
Smart Playbook_for_south_africa
TAS Smart Playbook helps you increase sales velocity for your sales team by applying repeatable winning sales playbooks based on intelligent industry templates and smart sales tools. And for sales managers it helps to increase visibility into team performance and manage sales forecast and pipeline risk.
MWA Programs
The document discusses sales training programs from Manard Warren & Associates that are designed to help companies increase new business prospects and sales. It outlines programs called Fear-Free Prospecting and Prospecting To The Top that help salespeople overcome barriers to prospecting and develop a tactical approach to securing more appointments with decision-makers. The document also discusses an assessment called the SPQ*GOLD that measures sales call reluctance and a workshop called The Wedge that teaches how to level the playing field with incumbents. Client testimonials highlight increased new prospect presentations and sales growth from implementing these programs.
Product manager competencies
This document provides an overview of the ideal product manager. It outlines the key roles and responsibilities across the product management value chain including research, strategy, design, development, launch, promotion and evangelism. It also details the necessary competencies including both functional skills like product development, marketing and business strategy as well as organizational skills like time management, continuous learning and team management. Finally, it provides frameworks for evaluating candidates based on their commercial acumen, experience and skills, and organizational competencies to determine the best fit for product manager positions.
Components of Successful B2B New Business Campaigns
Philip Reid outlined key components for successful B2B new business campaigns. He emphasized having clear program definitions and goals, building an accurate database of qualified prospects, properly training staff, and ensuring all aspects are measurable. The expected result is one new qualified sales opportunity identified every 5-6 hours of prospecting by phone.
Why it takes 7 13 touches dmanc 011514-presentation_slides
Presentation and case study for B2B demand generation. Why does it take 713 touches to generate a "sales-ready" qualified lead today?
Demand Generation Essentials, Debbie Qaqish, Chief Revenue Officer, Pedowitz ...
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This report highlights the metrics your company needs to track in order to hire, manage, and scale its sales organization effectively, and whether or not you are on pace with industry averages.
Idc sales-enablement-jan-2009-1233092175549133-2 (1)
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IDC Sales Enablement Jan 2009
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This document discusses how to successfully implement a social collaboration platform in an organization to improve workforce productivity and business outcomes. It provides five key steps: 1) Start in the right place by understanding your goals and use cases; 2) Pick the right platform based on several criteria; 3) Build a business case to show projected revenue increases and cost savings; 4) Map current processes and identify pain points to transform; 5) Measure success over time by tracking key metrics like deal cycle time, win rate, onboarding time, and sales increases. The document cites examples from Jive customers who reported significant improvements in sales efficiency, effectiveness, and reductions in selling costs after implementing Jive's social collaboration platform.
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Dynamics Day 2014: Microsoft Dynamics CRM - Productivity Sales Accelerators
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Onboarding best practices and SuccessBLOCs are discussed. SuccessBLOCs are frameworks that focus on results rather than just activities to ensure customers have a consistent and effective onboarding process. Managers measure onboarding success by meeting project timelines and milestones, providing a smooth customer experience, and customers adopting the product or service after onboarding.
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Dimension Data implemented a client success management program over three years to improve customer retention and drive new business. In phase one, they launched CSM, developed client success plans and plays, and saw improved activation rates and adoption of standard offerings. In phase two, Dimension Data is scaling the CSM practice globally, with goals of renewing accounts, expanding business, and achieving a higher success rate for key clients. So far, the CSM program involves 75 managers, covers 1,000 clients representing $500 million in annual contract value, and has doubled activation rates for managed centers.
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This document summarizes the results of a survey on the state of the customer success profession in 2018. Key findings include that 83% of customer success teams saw growth over the last year. Customer success is becoming a more strategic function for companies. The top priorities for customer success teams are churn reduction, product adoption, and onboarding. Use of customer success platforms increased from 36% in 2016 to 43% in 2018. Average compensation for customer success managers is $78,000, directors of customer success make $113,000 on average, and chiefs/VPs of customer success average $150,000.
Webinar - Accelerating the Impact of Customer Success in the Enterprise
This document discusses customer success at Trustpilot, a consumer review and recommendation platform. It provides an overview of Trustpilot's customer success team, processes, and results. The key points are:
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Presented by Evan Klein, Founder and President of Satrix Solutions, at Customer Success Summit, Track 1.
Goal-Oriented Technology
Presented by Ravit Danino, VP of Products at Totango, at Customer Success Summit 2018.
Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
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Presented by Emilia D'Anzica, VP of Customer Success at Qordoba, at Customer Success Summit 2018, Track 1.
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Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1.
Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
Creating a CX-Focused Company
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Making an Impact on the Organization Through Thoughtful Goal Setting
This document discusses how to effectively set goals to make an impact in an organization. It recommends structuring goals in a framework that increases value for customers, monetary value for the company, non-monetary value, and development. Goals should be measurable, agreed upon, and help foster collaboration both within and across teams. Joint goals across departments can influence the entire company to work towards shared objectives. Overall goals are critical for management as they provide clarity, accountability, planning, and learning.
Million Dollar Bet - We're All-in In Customer Success
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
How to Become a CCO - Talk the Talk
Presented by Tal Tsfany, VP of Customer Success at Mulesoft, at Customer Success Summit 2018.
Customer Success team members need to think about value in terms of corporate objectives as well as customer objectives. Tal will share how to effectively communicate with company executives to show the value of customer success initiatives.
Building the Customer Centricty Engine in IoT and XaaS
Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.
The Fusion of CX and CS
Presented by Brian Curry, Chief Operating Officer at NICE-Satmetrix, at Customer Success Summit 2018.
Many B2C and large enterprise B2B companies are experiencing the need to expand their established CX practices with the new methodologies of Customer Success. Learn how companies are managing that fusion and the impact it can make.
Architecting Effortless Customer Experiences
Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
Complexity is the enemy of adoption. To accelerate the impact of Customer Success, we must think like a customer and architect experiences that are easy and that are effortless.
Leveraging Machine Learning to Delight Customers
Presented by Erez Barak, Partner Group Program Manager at Microsoft, at Customer Success Summit 2018.
Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
Accelerating The Customer Success Impact
Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018.
Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.
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Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
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みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
ここ3000字までしか入らないけどタイトルの方がたくさん文字入ると思います。
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みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
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5 Steps to Phenomenal Customer Success
- 1. 5 steps Customer Success to phenomenal
- 3. Think1
- 4. Start with definitions and uncover the true meaning of your customer success caution - it might run deeper than your company’s strategy another caution - your customers don’t necessarily know the answer Think1
- 5. Logins NPS CSAT Negative Net Churn Adoption Weekly Active Users Health Score Average Feature Discovery Usage Think1 SUCCESS
- 7. BASE 7 Reason Be the undisputed #1 Sales Software Choice for Sales Leaders Goal Effort & Skill Reach / Path
- 11. BASE 11 Sales Productivity Workshop The Sales Machine Model Leads Revenue f=revenue/lead over time L x %Lw x %Lwc x %Ow x %WR x Avg ($Deal) Q L Number of Leads % of Leads Worked % Leads worked converted to opportunities % of opportunities worked % Win rate for worked opportunities Average Deal Size
- 12. BASE 12 Sales Productivity Workshop Building a Sales Machine: The Sales Competency Model PR ED ICTABILITY PR OC ESS C ON SISTENCY “We’re doing the same thing every time” Accuracy Visibility Structure Insights and improvements A D OPTION & D A TA QU A LITY “We’re following the process correctly” PR OC ESS “We understand the way we need to sell”
- 13. External Customer Success Metrics
- 14. Build3
- 15. Building a Success Organization • Start with values - success is a value-driven practice • Design for customer experience - own the complexity • Specialize early - you’ll get things right faster • Define measurable, repeatable processes • Automate stable processes
- 16. Visualize Processes Make it easy to remember and follow
- 17. Measure (like a hawk)4
- 18. Measuring Success Organization • No data, no reality • Data-informed, not data driven • Start simple and with high quality data • Work in cohorts • Segment by what matters (not ARR/ACV…) • Make it personal • Make it visible
- 19. …and hire a customer success data analyst
- 20. Engage5
- 21. Engaging • “5 badges a month” rule • Discuss your ideas with customers • Work slower and deeper - design for long lasting impact • Fight the internal fight when needed • Walk in you customer shoes for a day
- 23. Don’t do WEED6
- 24. tal@getbase.com