Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
Customer success continues to be an emerging practice as both technology companies and nontraditional industries move to a new subscription revenue model. A maturity model framework helps companies establish their customer success organizations and initiatives, as well as allowing them to see where they stand and how they can improve as they move through the stages of maturity. www.tsia.com.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
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.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
Customer success continues to be an emerging practice as both technology companies and nontraditional industries move to a new subscription revenue model. A maturity model framework helps companies establish their customer success organizations and initiatives, as well as allowing them to see where they stand and how they can improve as they move through the stages of maturity. www.tsia.com.
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
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.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
How We Reorganized Our Entire Post-Sales OrganizationGainsight
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
How to Build Customer Success at an Early Stage Startup Gainsight
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 Build Customer Success at an Early Stage Startup - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Hoopla, VeaMea, DiscoverOrg, Fliptop
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
Ever wondered why clients churn rates are high, renwal rates are dropping and you can't upsell anymore!
With the more and more challenges business is facing today customer service and account management are becoming outdated because of their passive approach when the problem come knocking to our door we step up to solve the problem;
And here's when Customer Success Management is born being proactive to solve clients issues before it happen is critical to success in today's business world by studying your clients and their industry, business goals and objectives then figure out how you can maximize on those intelligence to make them more successful that's how you're going to play it the right way.
Through this manual a quick glimpse on the importance of successful planning for a customer success program for SaaS companies specially the food industry and a different playbooks for clients life cycle and their health scores plus an action plan on how to fix the issue on every case.
Start Applying today Customer Success And Partner Your Way To Success With Your Clients To Start Making non Seen Before Revenues And Higher Retention Rates.
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
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.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
The First 90 days - A Customer Success Implementation ProgramTotango
From Customer Success Summit 2017 - Brian Merritt, VP Customer Success at Trustpilot, discusses "The First 90 days - A Customer Success Implementation Program".
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.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How to Build the Ultimate Customer Success Board PresentationGainsight
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
How to Align Customer Success Management with Sales and MarketingGainsight
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 Drive Top-Line Growth with Customer Success Management MetricsGainsight
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.
Driving a Customer Success Culture in Your Enterprise (Subscribed13)Zuora, Inc.
Gainsight - Nick Mehta, CEO
With subscription businesses focused on building profitable customer relationships and reducing churn, Customer Success needs to permeate your company as a mindset and a formal function. Many companies in the Subscription Economy have elevated it to a VP-level organization. Come and learn practical tips for how to drive the right people and process changes in your company and take Customer Success to a new level.
How We Reorganized Our Entire Post-Sales OrganizationGainsight
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
How to Build Customer Success at an Early Stage Startup Gainsight
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 Build Customer Success at an Early Stage Startup - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Hoopla, VeaMea, DiscoverOrg, Fliptop
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
Ever wondered why clients churn rates are high, renwal rates are dropping and you can't upsell anymore!
With the more and more challenges business is facing today customer service and account management are becoming outdated because of their passive approach when the problem come knocking to our door we step up to solve the problem;
And here's when Customer Success Management is born being proactive to solve clients issues before it happen is critical to success in today's business world by studying your clients and their industry, business goals and objectives then figure out how you can maximize on those intelligence to make them more successful that's how you're going to play it the right way.
Through this manual a quick glimpse on the importance of successful planning for a customer success program for SaaS companies specially the food industry and a different playbooks for clients life cycle and their health scores plus an action plan on how to fix the issue on every case.
Start Applying today Customer Success And Partner Your Way To Success With Your Clients To Start Making non Seen Before Revenues And Higher Retention Rates.
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
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.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
The First 90 days - A Customer Success Implementation ProgramTotango
From Customer Success Summit 2017 - Brian Merritt, VP Customer Success at Trustpilot, discusses "The First 90 days - A Customer Success Implementation Program".
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.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How to Build the Ultimate Customer Success Board PresentationGainsight
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
How to Align Customer Success Management with Sales and MarketingGainsight
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 Drive Top-Line Growth with Customer Success Management MetricsGainsight
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.
Driving a Customer Success Culture in Your Enterprise (Subscribed13)Zuora, Inc.
Gainsight - Nick Mehta, CEO
With subscription businesses focused on building profitable customer relationships and reducing churn, Customer Success needs to permeate your company as a mindset and a formal function. Many companies in the Subscription Economy have elevated it to a VP-level organization. Come and learn practical tips for how to drive the right people and process changes in your company and take Customer Success to a new level.
CRM: A Business Imperative for Companies during the Global Economic DownturnNavik Numsiang
CRM: A Business Imperative for Companies during the Global Economic Downturn
Companies that invest wisely in information technology will reap the rewards
Implementing CRM will enable you to:
Increase revenue-generating activities
Achieve significant cost-savings and on-going productivity improvements
Deliver exceptional and personalised service
Is your company having trouble driving more revenue from current clients?
Are you losing your current clients to competitors?
Watch this presentation to learn how to build B2B strategic account teams to generate 3X more revenue and profit than originally believed, within a short period of time.
Strategies for Managing Sales Teams: How to find, select and compensate these...MaRS Discovery District
Hiring, managing and compensating effective salespeople is one of the biggest challenges faced by young companies, it can also be the area where most executives have the least experience and the most discomfort from a management perspective. This practical, experience based session will work through the importance of identifying, sourcing and hiring the right person for the needs of your business, considerations in managing them, and structuring compensation plans to incent the right results, and protecting the company's ability to turn a profit.
Helen Robert and Lynn Cameron, Managing Partners of TechEdge, and
Margo Crawford, President & CEO, Business Sherpa
The role of the bank teller is evolving, and in today's environment they must do more than transact, the must also sell! But making the move from Tellers to Sellers takes a commitment to training - but it also requires banks to focus on four areas: Strategy, Organizational Structure, Branch Efficiency and Sales Process.
Ram Charan, the author has explained the steps involved in Value creation selling in a very prodigious way. He has taken the narration so well that every reader must understand the flow of the book and the meaning involved in it. It explains the transformation of the Traditional sales method to a Value creation selling method by giving an enormous example of companies' ideologies and salespersons' adaptability in a new approach.
After implementing the value creation selling, how sales transition happens, and how the company is successful in the market, stay ahead of the competitors and long-term trusted partner for their customers.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
These slides are from a breakfast event Gainsight hosted at the Royal Institution in Mayfair on Wednesday, the 13th of February. Dan Steinman, GM of Gainsight EMEA, and Easton Taylor, Director of Customer Success EMEA, shared best practices around organising for company-wide success and increasing revenue from within your customer base.
How to Evolve Your Health Score From Reactive to PredictiveGainsight
At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.
How to Better Align Professional Services to Customer SuccessGainsight
Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.
How Box Scaled to Millions of Engagements Using Tech TouchGainsight
There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.
How to Design a Value-Based Renewal Management ProcessGainsight
You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.
How to Build an End-to-End Process for Defining and Delivering on OutcomesGainsight
When Customer Success has a limited scope at a company, it likewise limits the scope of the outcomes that company can consistently deliver. If the Customer Success begins after onboarding and ends before renewal, what sort of effect can your CSM efforts have on customer outcomes? It's absolutely critical that your success planning strategy encompass the whole lifecycle—end-to-end. And that's just for starters. In this session, you'll learn best-practices methods for understanding customer goals, defining them in concrete terms, and building a scalable strategy to deliver on them.
How to Institutionalize Feedback at Every Stage of Your Customer Journey Beyo...Gainsight
What's the first word you think of when you hear the letters "CX?" Chances are it's "surveys." But a best-practice Customer Experience program is so much more than just surveys. There are a lot of ways to gather accurate, insightful feedback, but there's a right way and a wrong way to get that feedback. There are several advanced tactics that will enable you to bake in feedback across the lifecycle, synchronized to each touch point and interaction your customers have with your company. In this session, you'll get actionable advice to institutionalize this system in your organization.
Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.
How to Build a Customer Journey That's Outside-In not Inside-OutGainsight
Here's how most companies used to map a customer journey: They'd start with their initial marketing outreach, advance down the funnel to the signed contract, and then onboard the customer. There would be training, a quarterly or six-month outreach, and finally, renewal or upsell. But think about it: how many of those milestones does the customer care about or even think about? From their perspective, a journey map would look very different. Innovative companies are abandoning this "inside-out" model. Why? Because it doesn't map to how customers actually think or behave. Learn the difference between the old way of thinking and the new "outside-in" way of customer lifecycle management.
How to Turbocharge Your Customer Insights While Making Them More Digestible f...Gainsight
It doesn't matter if you're a born-in-the-cloud company generating massive amounts of customer data or not, you still have so many channels available to collect passive and active feedback from your customer base. But unless those channels can be synthesized into a cohesive view, you're going to miss out on most of your valuable insights. Worse yet, without a unified picture, your signals might be leading you down the wrong path. In this advanced session, you'll learn how to get much more value out of your customer data insights without overwhelming your team or undermining your workflow and systems.
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...Gainsight
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
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
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
Tiering, prioritising, and segmenting your customersGainsight
Segmenting your customers has become a financial necessity, especially in a recurring revenue business. In this webinar, Dan Steinman, GM of Gainsight EMEA, and Russ Drury, Director of Customer Success at Workfront, share valuable advice for tiering and prioritizing your customer base with a segmentation strategy.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
Modern Database Management 12th Global Edition by Hoffer solution manual.docxssuserf63bd7
https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
All chapter include
Focusing on what leading database practitioners say are the most important aspects to database development, Modern Database Management presents sound pedagogy, and topics that are critical for the practical success of database professionals. The 12th Edition further facilitates learning with illustrations that clarify important concepts and new media resources that make some of the more challenging material more engaging. Also included are general updates and expanded material in the areas undergoing rapid change due to improved managerial practices, database design tools and methodologies, and database technology.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
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Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
2. New Business Models are Demanding Companies
Focus on Customer Success
Per-User Per-Cycle Per-Transaction
3. Customer Success is a New Function in Most
Companies
• More Customer-Focused Than Sales
• More Proactive Than Support
• Not Many People Experienced in Field
4. Companies are Looking for Advice on How to
Structure Their CSM Organization
• Where Should Customer Success Report?
• How Does Customer Success Fit with Sales and Services?
• How Does Customer Success Align to Other Functions?
5. The Five Org Models of Customer Success
1. Firefighter CSM
2. Sales-Oriented CSM
3. Service-Oriented CSM
4. Integrated CSM
5. Partnership CSM
6. Firefighter CSMs
Common In Companies With:
Early-stage companies
CSM does support, renewals, etc.
Pros:
CSM is “one stop shop”
CSM ensures great client experience
Cons:
Hard to scale with so many hats
Difficult to hire for role
CEO
Sales Services
Customer
Success
Management
7. Sales-Oriented
CSMs
CEO
Sales
CSM / Renewals
/ Account
Management
Services
Common In Companies With:
Low level of product complexity
Competitive sales/renewals
Pros:
CSM aligned to revenue
Also aligned to up-sell
Cons:
Less customer focus
Perceived as “another salesperson”
11. Where Do You
Fit?
Business Maturity
ProductComplexity
Firefighter
Sales-
Oriented
Service-
Oriented
Integrated
Model
Partnership
Model
12. Other
Considerations
Issue Best Practices
Up-Sell Lives in Sales unless CSM owns all customer revenue
If in Sales, incent CSM team for leads / opportunities created
Retention / Customer
Marketing
Lives in Marketing but assign dedicated resource focused on existing
customer marketing as part of virtual team
Titles Customer Success Manager trending as Account Manager often has
connotation of Sales