Meaningfully engaging with customers is critical for SaaS Customer Success Managers to move their accounts forward. Yet, it can be challenging to prompt the conversations and actions required to achieve the adoption, retention, and expansion rates your business needs.
Leading SaaS companies are using customer benchmarking to tackle this challenge. Benchmarking produces unique, comparative insights that get customers’ attention and motivate them to get more value from their solutions. As a result, both customers and SaaS companies achieve better outcomes.
The Customer Success Playbooks You Need to Drive AdoptionAmity
Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models.
Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.
10 Lessons for Your Startup Customer Success Game PlanAmity
The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team.
At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.
How to build an early warning system for customer success sept192018 [aut...Amity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory.
Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Curious about how to build such a system? Join us on September 19th at 1:00 PM (ET) to learn how to:
• Manage your entire customer base with a consistent health scoring system and ongoing health check-ins
• Oversee high-touch and low-touch portfolios with an automated monitoring system
• Drive consistency and gain visibility into the performance of your Customer Success team at scale
• Become more proactive with a data-driven approach to retention and expansion
How to Build an Early Warning System for Customer SuccessAmity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Personalizing a One-To-Many Customer Success ApproachAmity
Not every business model can support a high-touch or even low-touch customer success approach. Some businesses need to choose a tech-touch or automated success model because they have a low price point or a tech-focused customer base. Other companies have a segment of customers that fits best with a one-to-many approach.
How do you make the transition to an automated Customer Success approach? In this webinar, we cover:
• How to design the program
• Automated touch-points
• Balancing automation and personalization
• The importance of testing
• Technology ideas and option
Image credit: Jack Smith (https://www.eyeem.com/p/98846914)
Building Skills in Customer Success LeadershipAmity
Are you a new customer success leader, or a CSM who aspires to move into a management role? Are you an experienced executive who moved into customer success from another discipline like sales or product? This webinar focuses on how to tailor these core management areas to customer success, and how to pick up skills in these areas if you don’t have leadership experience.
Why Customer Success Teams Lose Sight of OutcomesAmity
We all want one thing for our Customer Success operations: to positively impact the bottom line.
Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship.
In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.
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.
The Customer Success Playbooks You Need to Drive AdoptionAmity
Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models.
Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.
10 Lessons for Your Startup Customer Success Game PlanAmity
The startup days are the most exciting, yet most chaotic ones. You need to establish brand recognition, build a loyal customer base of early adopters, all the while reaching product-market fit on tight resources and with a small, time-starved team.
At the startup stage, winning customers is a priority, sometimes at the expense of retention efforts. When teams are doing a bit of everything (and anything) it can be difficult to define proactive churn mitigation strategies.
How to build an early warning system for customer success sept192018 [aut...Amity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory.
Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Curious about how to build such a system? Join us on September 19th at 1:00 PM (ET) to learn how to:
• Manage your entire customer base with a consistent health scoring system and ongoing health check-ins
• Oversee high-touch and low-touch portfolios with an automated monitoring system
• Drive consistency and gain visibility into the performance of your Customer Success team at scale
• Become more proactive with a data-driven approach to retention and expansion
How to Build an Early Warning System for Customer SuccessAmity
In the battle against churn, not early always means late. The thing is, there’s only so much a Customer Success Manager can manually do to proactively prevent a customer from approaching dangerous territory. Adopting a standardized early warning system is an essential step in implementing customer health to identify risk and opportunity at scale.
Personalizing a One-To-Many Customer Success ApproachAmity
Not every business model can support a high-touch or even low-touch customer success approach. Some businesses need to choose a tech-touch or automated success model because they have a low price point or a tech-focused customer base. Other companies have a segment of customers that fits best with a one-to-many approach.
How do you make the transition to an automated Customer Success approach? In this webinar, we cover:
• How to design the program
• Automated touch-points
• Balancing automation and personalization
• The importance of testing
• Technology ideas and option
Image credit: Jack Smith (https://www.eyeem.com/p/98846914)
Building Skills in Customer Success LeadershipAmity
Are you a new customer success leader, or a CSM who aspires to move into a management role? Are you an experienced executive who moved into customer success from another discipline like sales or product? This webinar focuses on how to tailor these core management areas to customer success, and how to pick up skills in these areas if you don’t have leadership experience.
Why Customer Success Teams Lose Sight of OutcomesAmity
We all want one thing for our Customer Success operations: to positively impact the bottom line.
Customer Success is still a young discipline, and it is easy to lose sight of our mission: delivering customer outcomes. When we focus on our bottom line we can put too much emphasis on internal processes. We fail to see the whole picture, and the customer on the other end of the relationship.
In their effort to become more outcome-focused, Customer Success operations face a number of predictable headwinds. Understanding the impact of these headwinds helps us create strategies to manage them, and start reliably delivering customer outcomes.
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.
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.
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.
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.
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
It’s true, the CSM Journey begins with User Adoption. Without strong adoption; retention and renewal become problematic.
Up until now, User Adoption has meant many different things to many different people. Today, Cloud and SaaS companies have redefined what User Adoption is and how it’s attained.
In this webinar, we've partnered with Tri Tuns Consulting to discuss:
- The UA/CSM Journey
- Who owns User Adoption?
- User Adoption: Defining Success
- User Adoption Planning
- Delivering the Goal
Customer success is now table stakes for SaaS companies. At SuccessCon West 2015, we conducted a roundtable discussion with CS professionals on key topics to consider when starting a CS team. Topics included: Creating value, Hiring, Building the playbook/process, Technology
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
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 Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
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.
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.
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
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
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 Customer Success is Revolutionizing Open Source CompaniesGainsight
As companies demand more of technology, it’s no wonder why they turn to open source to help fill the gaps. Likewise, it’s not surprising that open source companies would turn to customer success to support these clients.
Join Jennifer Dearman, Director, Strategic Customer Engagement at Red Hat, Andy Knosp, VP of Services at Gainsight, and Dhaval Moogimane, Partner at Waterstone Management Group, to discover how customer success is revolutionizing the open source industry. In this 60 minute webinar we will discuss:
Why open source companies are adopting customer success
How to implement customer success in an open source company
Real-world examples of how Red Hat implemented customer success
Customer Benchmarking: The Next Foundational Activity of Customer Success Or...Totango
From Customer Success Summit 2017 - Jim Berardone, Chief Customer Officer, at OnlyBoth, discusses "Customer Benchmarking The Next Foundational Activity of 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.
Driving Lifelong Customer Devotion With Loyalty Campaigns ConfirmationTrustpilot
The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
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.
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.
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.
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
It’s true, the CSM Journey begins with User Adoption. Without strong adoption; retention and renewal become problematic.
Up until now, User Adoption has meant many different things to many different people. Today, Cloud and SaaS companies have redefined what User Adoption is and how it’s attained.
In this webinar, we've partnered with Tri Tuns Consulting to discuss:
- The UA/CSM Journey
- Who owns User Adoption?
- User Adoption: Defining Success
- User Adoption Planning
- Delivering the Goal
Customer success is now table stakes for SaaS companies. At SuccessCon West 2015, we conducted a roundtable discussion with CS professionals on key topics to consider when starting a CS team. Topics included: Creating value, Hiring, Building the playbook/process, Technology
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
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 Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
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.
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.
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
This PPT deck displays nineteen slides with in depth research. Our Customer Experience Mapping PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Customer Experience Mapping PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement. http://bit.ly/2UAwOnm
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 Customer Success is Revolutionizing Open Source CompaniesGainsight
As companies demand more of technology, it’s no wonder why they turn to open source to help fill the gaps. Likewise, it’s not surprising that open source companies would turn to customer success to support these clients.
Join Jennifer Dearman, Director, Strategic Customer Engagement at Red Hat, Andy Knosp, VP of Services at Gainsight, and Dhaval Moogimane, Partner at Waterstone Management Group, to discover how customer success is revolutionizing the open source industry. In this 60 minute webinar we will discuss:
Why open source companies are adopting customer success
How to implement customer success in an open source company
Real-world examples of how Red Hat implemented customer success
Customer Benchmarking: The Next Foundational Activity of Customer Success Or...Totango
From Customer Success Summit 2017 - Jim Berardone, Chief Customer Officer, at OnlyBoth, discusses "Customer Benchmarking The Next Foundational Activity of 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.
Driving Lifelong Customer Devotion With Loyalty Campaigns ConfirmationTrustpilot
The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
Leverage value from B2B customer reviews: Amplify Customer VoiceSandeep Sastry
You will learn on how to harness the Power of Customer Reviews to amplify Customer Voice. I cover
• What are B2B Customer Reviews?
• How do B2B Customer Reviews work?
• Why B2B Customer Reviews is a popular emerging reference asset?
• 11 Practical ways to re-purpose your customer review content?
• Criteria to use to select a review company?
• B2B Customer Review Industry Analysis
• Summary and Conclusion
Customer experience: Beauty lies in the DetailsVikram Bawa
Most organizations are measuring Customer Experience, yet they are not at the top of their Customer Experience (CE) curve. The most important reason is the yardstick used for measuring CE.
Watch This Free Webinar On-Demand: http://dg-r.co/2fuk0LO - Maximize Customer Lifetime Value In 2017 by Leveraging Your 2016 Wins
Learn why Customer Lifetime Value is a critical metric that can improve your ABM plan & shape your 2017 budget
You worked hard in 2016 to target and convert the accounts and prospects with the highest propensity to buy. Now you need to keep those new customers happy while continuing to expand those relationships. Join Matt Zelen, SVP of Customer Success at Act-On Software, and learn how you can maximize your customer lifetime value in 2017, including:
• Why customer lifetime value is a vital strategic metric for your business;
• How both customer lifetime value and customer acquisition can help determine marketing budget in 2017;
• Tips and tricks to creating a long-term, strategic approach to defining customer lifetime value; and
• How CLV positively impacts account-based marketing initiatives.
Management
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our
Cracking The Customer Support Efficiency CodeWorkforce Group
As a business owner or key decision maker, when your business needs to scale to keep up with more impatient, demanding customers, finding ways to improve the efficiency of your customer service team is essential.
Today’s customers don’t just hope for a good customer service experience; they demand it. And with your competitors constantly lurking and innovating ways to win the market, delivering efficient customer service is crucial to maintain your competitive advantage.
The question then is, how do you go about this? How do you unlock a new level of excellence by elevating your customer service Efficiency?
In this deck, you will learn effective tips to take your customer service to the next level.
You will also learn;
• The most important reasons why you should take your customer service efficiency seriously
• The key metrics to look out for in measuring the efficiency of your customer service
• How to improve your customer experience with Workforce Connect.
How to Proactively Handle Customer Feedback for SuccessAmity
Whether it's feature requests, ideas, insights or general feedback, customers are an amazing source of data. Yet capturing and communicating this data effectively is a huge challenge in SaaS and often falls to customer-facing teams.
With a few simple processes, you can collect, measure, and understand customer feedback. Open a goldmine of opportunities and be the hero your customers deserve while ensuring you are collecting the information that your product team needs to drive the growth of your organization.
Maximizing the Value of Customer Feedback Surveys Design and Benefits.pdfCViewSurvey
Maximizing the Value of Customer Feedback Surveys Design and Benefits" is a PDF document that discusses the importance of designing effective customer feedback surveys and the benefits they provide to businesses. The document begins by highlighting the importance of customer feedback in driving business growth and improving customer satisfaction.
The PDF then goes on to discuss the key factors to consider when designing a customer feedback survey, including the types of questions to ask, the format of the survey, and the timing and frequency of the survey. The importance of ensuring the survey is easy to complete and understand is also emphasized.
The document then outlines the benefits of customer feedback surveys, including improved customer loyalty, increased revenue, and enhanced product development. The PDF also discusses how customer feedback surveys can help identify areas of improvement and provide insights into customer preferences and behaviors.
To ensure maximum value from customer feedback surveys, the document recommends that businesses take a strategic approach to survey design and analysis, and use the insights gained from the surveys to inform their decision-making processes. The document concludes by emphasizing the importance of continuous improvement in survey design and implementation to ensure ongoing success.
Acquiring customers 5-7 times more expensive than retaining customers. Learn how you can start retaining your customers and improve your bottom line.
Here's why customers cancel their contracts:
- 68% customers leave because they were unhappy with the service
- 14% were unhappy with product/service
- 9% jumped to a competitor
Now watch the slideshare to discover 9 ways to keep your customers happy :) and in turn, keep their business.
Learn more: http://blog.clientheartbeat.com/9-customer-retention-strategies-for-msps/
Managing Your Marketing Database: How To Get Better ResultsPardot
As marketers, we all need healthy lists to do our jobs. Prospect and lead databases can be either friend or foe, depending upon many factors. Cleanliness is a primary tactical concern but segmentation, healthy activity, and subscriber preference management are vital when building the value of one of your biggest marketing assets.
What determines the life, health, and value of a lead in your databases and what can you do about it? Join Mathew Sweezey, Marketing Evangelist at Pardot, and Scott Armstrong, Co-Founder and Partner at Brainrider for an in-depth look into managing your marketing database and getting better results.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
Customer Retention Plan - To own a profitable business is in either in your hands or in your customer’s hands. Yes, this is true. You own a business to help the customers in some or the other way. Customers may have different options for the same thing and if they choose you then it means they bring business for you. And it is up to you how to retain them and bring them back to you again and again. See some strategies to do so.
Empowering retention strategiesin the age of the customer
This white paper addresses:
– Why measurement programs need to change
– Six proven steps for a successful measurement program
– Using customer intelligence to predict and drive change
One of the first steps to creating or refreshing your customer success strategy is to develop a holistic segmentation approach that allows you to deliver on customer needs in an affordable way. In this webinar, we'll explore frameworks and benchmarks to help you get started on crafting your strategy.
A smooth and effortless onboarding process is critical to customer success.
Yet, onboarding is multi-faceted. The first touches on the customer journey can be a mix of product, people, and processes, adding to the complexity of the task.
For that reason, it can be difficult to know what to prioritize, how to improve, and even where to start.
While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.
When customer success efforts pay off, they leave you with an interesting problem: more customers to manage, and the need to grow your team accordingly.
A hurdle that customer success teams face is that of scaling from a budget and business-model standpoint, while still providing a consistent customer experience.
Adding headcount linearly doesn’t work, and there’s no secret CSM-to-customer ratio. To make sure you’re neither understaffed nor inefficient, there are, however, some strategies you can follow.
9 Ways to Supercharge Customer Success ProductivityAmity
Do you ever feel stuck in a loop? So many great ideas, but so little bandwidth to actually get things done. As customer success gets out of its infancy stage, some teams are figuring out how to boost their productivity and achieve their full potential.
Monday.com is an example of that. With 26,000 accounts and 18 customer success managers, they’ve taken project management best practices and applied them to their day-to-day.
With these techniques, the team is able to measure the exact working capacity of both Success and Support, and the structure they’ve created drives a “get things done” culture amongst its members.
In this webinar, Tom Ronen, Head of Customer Success at monday.com shares the 9 steps to boosting CSM productivity. The webinar will cover how to:
• Map out the organization’s responsibilities
• Identify leading and lagging KPIs to track progress on these responsibilities
• Build a high-level roadmap
• Break projects into pieces, prioritize, and assign owners
• Create a weekly task board
• Reflect back on progress to assess capacity and performance
Shatter the Customer Success Performance PlateauAmity
We know what customer success is supposed to do: predictably drive revenue growth. Seems clear enough, but what’s less clear it how to actually make that happen.
If you’re doing everything you can but it still feels like your results are stagnating - you’ve hit the performance plateau.
Breaking the circle of limited customer success performance will send your KPIs skyrocketing and your customer success team changed forever. If you're looking to become a game changer and crush your goals, there are a few changes you should make to your workflow, you just need to know what, and how.
To decide if your customer success efforts are effective, you can check your churn rate. Yet, a lagging indicator like your churn rate has one major caveat: it gives you the information you need, after the fact.
This is exactly why customer success professionals use customer health scores to lead their efforts.
A health score is a single actionable metric which you calculate by assembling multiple data points. It tells you who to pay attention to, and when.
How to Engage Your Customer's Top Level ExecutivesAmity
CSMs are proficient at talking to customer champions and their teams, but in order to secure renewals, expansions, and opportunities, there's another person you need to talk to: the one who signs the checks.
Learning how to engage top executives means more effective QBRs but also a better chance at preventing churn.
It's your responsibility as a CSM to get the executives engaged in the first place. Once you have your champion's boss at the table, you need to navigate high-level business strategy conversations without wasting anyone's time.
We keep coming up with fancy ways to describe the purpose of Customer Success, but in the end, we’re here for one thing: ensuring customers are so successful that they renew, term after term.
It’s not unusual to create and follow playbooks throughout adoption phases, but we often skip an important one: the renewal playbook. If you’re going into renewals in the dark and “hoping for the best”, you’re missing a critical step.
Introducing predictability into the renewal process always correlates with lower churn rates, and who doesn’t want that? Design and use a proactive game plan to manage the 90, 60, or 30 days prior to renewal and secure more wins.
How to Measure and Influence Product Adoption to Achieve Customer SuccessAmity
For most CSMs, adoption is the lifecycle stage that comes between onboarding and renewal, but it’s also a process, an action, a metric.
Adoption is a critical step to Customer Success, but there’s a lot of uncertainty around what it means exactly, and how to make sense of it.
In this webinar, we discussed:
• The key metrics to evaluate customer adoption
• How to monitor adoption
• Proactive measures CSMs can implement to influence adoption
• Reactive action points to course correct a rocky adoption
• The connection between adoption and Customer Success
How to Build Your Customer Onboarding PlaybookAmity
Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible.
In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success.
With a set of documented standard steps, you'll be able to streamline and unify your onboarding process into a proactive game plan.
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
The Art and Science of Effective Customer OnboardingAmity
Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach. Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?
In this webinar, we partnered with Skilljar to discuss:
• Efficient processes for content creation and revision
• Building and evaluating an onboarding program
• Tips and tricks to engage your audience
• Goals and benchmarks for onboarding success
A Framework to Visualize Customer Success Performance DataAmity
Measuring Customer Success performance is a challenge. Customer Success teams have a wide range of goals, and creating a balanced scorecard is not always easy.
In this webinar, Joel Carron, Customer Success Analyst at Mode, shares a framework you can adopt to analyze and visualize Customer Success performance. Using interactive 3D charting, we discuss how to measure your performance as a CSM - and that of your team - focusing on Retention Rate, Expansion MRR %, and NPS.
See the recording here: http://customer-success.getamity.com/customer-success-resources
How to Reduce Churn with Better Product AdoptionAmity
In the age where product-led businesses are beating their competition, product adoption reigns king. The more your users and customers get out of your product, the less likely they are to churn.
Ty Magnin from Appcues tells you exactly how Customer Success Managers can reduce churn with:
• Stronger customer onboarding
• Strategic lifecycle nudges
• Feature discovery
The 4 + 1 Keys to Successful Software AdoptionAmity
Faster adoption is the most direct path to renewing and expanding your customers. Today’s Customer Success teams all want to see rapid adoption and help their customers realize the business value they're paying for.
Customer Success begins with Software Adoption, and successful Software Adoption begins with a well-designed adoption plan. Machines don’t adopt software, people do.
Building a Customer Onboarding Program: The Keys to SuccessAmity
Customer onboarding is crucial for SaaS companies looking to drive recurring revenue. It allows you to improve users’ time to value, which leads to increased renewals.
Now, that sounds great in theory. But how, exactly, can your Customer Success team inspire this loyalty? In other words, what steps should your team take to implement an effective onboarding program that drives customer success?
Empowering Customer Success Managers as Adoption CoachesAmity
One of the most critical functions that Customer Success Managers perform is proactively driving user adoption within your customers' organizations. But how do you do this rapidly, effectively and at scale?
The answer is to develop and empower your CSMs to be Adoption Coaches. Adoption Coaches don't tell their customers how to run their business, but they guide and help them through adoption to achieve and maintain the full value of your system over the years.
The agile framework and ideology are hardly new. Many organizations are successfully using it and reinvent the way they build and deliver software. But agile isn't only for development. In this webinar, Todd Eby explores how you can reinvent the way you approach delivering Success using an agile mindset and framework.
How to Drive Efficiency With Automated Customer Success PlaysAmity
Automating success plays is a strong and reliable way to increase your efficiency while driving transparency and consistency throughout your customer engagements.
From high touch to low touch engagement models, there are ways to leverage automation to increase your productivity and that of your team, while exceeding your customer’s expectation with value-driven, timely engagements and actions.
How to Define, Build, and Deliver a Remarkable Customer ExperienceAmity
Delivering a remarkable and differentiated customer journey is vital to achieving business success. While many companies have taken steps to define the ideal journey for their clients, actually delivering that journey—both initially and at scale—is another story. Defining and operationalizing the requisite organizational changes can be very challenging, and can even require a full-scale cultural shift.
Managing a Fast Growing Customer Success Team Amity
The abilities of your team expand as your SaaS business grows, but managing a fast-growing team has many challenges. More people means more processes to implement, more metrics to monitor, and more efforts to coordinate. There are many things you can start doing right now to deal with these challenges, set up for long-term success, and ensure your team is well managed every step of the way.
Field Employee Tracking System| MiTrack App| Best Employee Tracking Solution|...informapgpstrackings
Keep tabs on your field staff effortlessly with Informap Technology Centre LLC. Real-time tracking, task assignment, and smart features for efficient management. Request a live demo today!
For more details, visit us : https://informapuae.com/field-staff-tracking/
Enhancing Project Management Efficiency_ Leveraging AI Tools like ChatGPT.pdfJay Das
With the advent of artificial intelligence or AI tools, project management processes are undergoing a transformative shift. By using tools like ChatGPT, and Bard organizations can empower their leaders and managers to plan, execute, and monitor projects more effectively.
Innovating Inference - Remote Triggering of Large Language Models on HPC Clus...Globus
Large Language Models (LLMs) are currently the center of attention in the tech world, particularly for their potential to advance research. In this presentation, we'll explore a straightforward and effective method for quickly initiating inference runs on supercomputers using the vLLM tool with Globus Compute, specifically on the Polaris system at ALCF. We'll begin by briefly discussing the popularity and applications of LLMs in various fields. Following this, we will introduce the vLLM tool, and explain how it integrates with Globus Compute to efficiently manage LLM operations on Polaris. Attendees will learn the practical aspects of setting up and remotely triggering LLMs from local machines, focusing on ease of use and efficiency. This talk is ideal for researchers and practitioners looking to leverage the power of LLMs in their work, offering a clear guide to harnessing supercomputing resources for quick and effective LLM inference.
Prosigns: Transforming Business with Tailored Technology SolutionsProsigns
Unlocking Business Potential: Tailored Technology Solutions by Prosigns
Discover how Prosigns, a leading technology solutions provider, partners with businesses to drive innovation and success. Our presentation showcases our comprehensive range of services, including custom software development, web and mobile app development, AI & ML solutions, blockchain integration, DevOps services, and Microsoft Dynamics 365 support.
Custom Software Development: Prosigns specializes in creating bespoke software solutions that cater to your unique business needs. Our team of experts works closely with you to understand your requirements and deliver tailor-made software that enhances efficiency and drives growth.
Web and Mobile App Development: From responsive websites to intuitive mobile applications, Prosigns develops cutting-edge solutions that engage users and deliver seamless experiences across devices.
AI & ML Solutions: Harnessing the power of Artificial Intelligence and Machine Learning, Prosigns provides smart solutions that automate processes, provide valuable insights, and drive informed decision-making.
Blockchain Integration: Prosigns offers comprehensive blockchain solutions, including development, integration, and consulting services, enabling businesses to leverage blockchain technology for enhanced security, transparency, and efficiency.
DevOps Services: Prosigns' DevOps services streamline development and operations processes, ensuring faster and more reliable software delivery through automation and continuous integration.
Microsoft Dynamics 365 Support: Prosigns provides comprehensive support and maintenance services for Microsoft Dynamics 365, ensuring your system is always up-to-date, secure, and running smoothly.
Learn how our collaborative approach and dedication to excellence help businesses achieve their goals and stay ahead in today's digital landscape. From concept to deployment, Prosigns is your trusted partner for transforming ideas into reality and unlocking the full potential of your business.
Join us on a journey of innovation and growth. Let's partner for success with Prosigns.
Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
To know more details here: https://blogs.nyggs.com/nyggs/enterprise-resource-planning-erp-system-modules/
AI Pilot Review: The World’s First Virtual Assistant Marketing SuiteGoogle
AI Pilot Review: The World’s First Virtual Assistant Marketing Suite
👉👉 Click Here To Get More Info 👇👇
https://sumonreview.com/ai-pilot-review/
AI Pilot Review: Key Features
✅Deploy AI expert bots in Any Niche With Just A Click
✅With one keyword, generate complete funnels, websites, landing pages, and more.
✅More than 85 AI features are included in the AI pilot.
✅No setup or configuration; use your voice (like Siri) to do whatever you want.
✅You Can Use AI Pilot To Create your version of AI Pilot And Charge People For It…
✅ZERO Manual Work With AI Pilot. Never write, Design, Or Code Again.
✅ZERO Limits On Features Or Usages
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✅No Complicated Setup: Get Up And Running In 2 Minutes
✅99.99% Up-Time Guaranteed
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✅ZERO Upfront Cost
See My Other Reviews Article:
(1) TubeTrivia AI Review: https://sumonreview.com/tubetrivia-ai-review
(2) SocioWave Review: https://sumonreview.com/sociowave-review
(3) AI Partner & Profit Review: https://sumonreview.com/ai-partner-profit-review
(4) AI Ebook Suite Review: https://sumonreview.com/ai-ebook-suite-review
May Marketo Masterclass, London MUG May 22 2024.pdfAdele Miller
Can't make Adobe Summit in Vegas? No sweat because the EMEA Marketo Engage Champions are coming to London to share their Summit sessions, insights and more!
This is a MUG with a twist you don't want to miss.
Exploring Innovations in Data Repository Solutions - Insights from the U.S. G...Globus
The U.S. Geological Survey (USGS) has made substantial investments in meeting evolving scientific, technical, and policy driven demands on storing, managing, and delivering data. As these demands continue to grow in complexity and scale, the USGS must continue to explore innovative solutions to improve its management, curation, sharing, delivering, and preservation approaches for large-scale research data. Supporting these needs, the USGS has partnered with the University of Chicago-Globus to research and develop advanced repository components and workflows leveraging its current investment in Globus. The primary outcome of this partnership includes the development of a prototype enterprise repository, driven by USGS Data Release requirements, through exploration and implementation of the entire suite of the Globus platform offerings, including Globus Flow, Globus Auth, Globus Transfer, and Globus Search. This presentation will provide insights into this research partnership, introduce the unique requirements and challenges being addressed and provide relevant project progress.
Large Language Models and the End of ProgrammingMatt Welsh
Talk by Matt Welsh at Craft Conference 2024 on the impact that Large Language Models will have on the future of software development. In this talk, I discuss the ways in which LLMs will impact the software industry, from replacing human software developers with AI, to replacing conventional software with models that perform reasoning, computation, and problem-solving.
Providing Globus Services to Users of JASMIN for Environmental Data AnalysisGlobus
JASMIN is the UK’s high-performance data analysis platform for environmental science, operated by STFC on behalf of the UK Natural Environment Research Council (NERC). In addition to its role in hosting the CEDA Archive (NERC’s long-term repository for climate, atmospheric science & Earth observation data in the UK), JASMIN provides a collaborative platform to a community of around 2,000 scientists in the UK and beyond, providing nearly 400 environmental science projects with working space, compute resources and tools to facilitate their work. High-performance data transfer into and out of JASMIN has always been a key feature, with many scientists bringing model outputs from supercomputers elsewhere in the UK, to analyse against observational or other model data in the CEDA Archive. A growing number of JASMIN users are now realising the benefits of using the Globus service to provide reliable and efficient data movement and other tasks in this and other contexts. Further use cases involve long-distance (intercontinental) transfers to and from JASMIN, and collecting results from a mobile atmospheric radar system, pushing data to JASMIN via a lightweight Globus deployment. We provide details of how Globus fits into our current infrastructure, our experience of the recent migration to GCSv5.4, and of our interest in developing use of the wider ecosystem of Globus services for the benefit of our user community.
Check out the webinar slides to learn more about how XfilesPro transforms Salesforce document management by leveraging its world-class applications. For more details, please connect with sales@xfilespro.com
If you want to watch the on-demand webinar, please click here: https://www.xfilespro.com/webinars/salesforce-document-management-2-0-smarter-faster-better/
Cyaniclab : Software Development Agency Portfolio.pdfCyanic lab
CyanicLab, an offshore custom software development company based in Sweden,India, Finland, is your go-to partner for startup development and innovative web design solutions. Our expert team specializes in crafting cutting-edge software tailored to meet the unique needs of startups and established enterprises alike. From conceptualization to execution, we offer comprehensive services including web and mobile app development, UI/UX design, and ongoing software maintenance. Ready to elevate your business? Contact CyanicLab today and let us propel your vision to success with our top-notch IT solutions.
A Comprehensive Look at Generative AI in Retail App Testing.pdfkalichargn70th171
Traditional software testing methods are being challenged in retail, where customer expectations and technological advancements continually shape the landscape. Enter generative AI—a transformative subset of artificial intelligence technologies poised to revolutionize software testing.
Code reviews are vital for ensuring good code quality. They serve as one of our last lines of defense against bugs and subpar code reaching production.
Yet, they often turn into annoying tasks riddled with frustration, hostility, unclear feedback and lack of standards. How can we improve this crucial process?
In this session we will cover:
- The Art of Effective Code Reviews
- Streamlining the Review Process
- Elevating Reviews with Automated Tools
By the end of this presentation, you'll have the knowledge on how to organize and improve your code review proces
Software Engineering, Software Consulting, Tech Lead.
Spring Boot, Spring Cloud, Spring Core, Spring JDBC, Spring Security,
Spring Transaction, Spring MVC,
Log4j, REST/SOAP WEB-SERVICES.
How to Prompt Meaningful Engagements with Customer Benchmarking
1. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
How to Prompt Meaningful Engagements
with Customer Benchmarking
Jim Berardone
Chief Customer Officer,
OnlyBoth
@JimBerardone
2. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Housekeeping!
Get your tweet on and join the conversation!
#CSwebinar
@GetAmity @JimBerardone
Q&A at the end – ask your questions in the question box!
We will send the slides to everyone soon
3. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
getamity.com/demo
Request a demo with Amity
4. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
About our Featured Speaker: Jim Berardone
• Over 20 years in leading new B2B technology businesses
• Chief Customer Officer @ OnlyBoth last 2 years
• First-hand knowledge of customer benchmarking best practices
• Blogs, speaks and organizes meetups on Customer Success
in/JimBerardone @JimBerardone
www.OnlyBoth.com
5. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Customer benchmarking tackles engagement challenges
1. Proactive e-mails and phone calls to customers often go unanswered
2. Difficult to schedule QBR meetings or they get cancelled
3. Key stakeholders of customers don’t show up for a QBR
4. Not having strategic conversations with customers to drive growth
5. Customers aren’t taking actions to get more value from your
solutions
6. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Definition: Customer Benchmarking
The process to identify opportunities
where a customer could improve, or
where a customer already does well,
by comparing to other customers.
7. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Who does customer benchmarking?
Some early adopters of customer benchmarking
in SaaS Customer Success organizations
Source: presented by Peter Armaly for Technology Services Industry
Association at Customer Success Summit March 2016
“25.6% of survey respondents said they do
customer benchmarking in their CS
organizations,” as reported by TSIA.
8. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Poll
Which statement best describes customer
benchmarking in your Customer Success
organization?
We don’t benchmark our customers
We occasionally benchmark our customers
We regularly benchmark our customers
9. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Here’s what you’ll takeaway
1. Why customers care about benchmarking
2. The basic elements
3. How to do it, with 3 step-by-step examples
4. Getting started
5. More resources
10. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Why would your customers care about
benchmarking?
1. Customers are constantly striving to improve their business
outcomes
2. Customers need to improve in many underlying ways to get better
business outcomes
⏤ and this includes improving the value they get from your solutions and their relationship
3. Customers need to identify opportunities to improve
⚫ by comparing to past performance ⚫ by comparing to goals ⚫ by comparing to others
11. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Making comparisons to others motivates action.
12. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Your customers want to answer
4 core questions when comparing to others
1. How are we doing?
2. Where could we improve?
3. What has changed?
4. What’s best-in-class?
13. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
And, you have answers to these questions in your
data!
Only your SaaS company has this data
– a rich source of unique, action-provoking, comparative insights
Customer Benchmarking with this data
offers CSMs a great opportunity to deliver value to customers
You have data that
is a by-product of
your customers’ use
of your SaaS
products, services,
and programs.
2 You have data
about the
relationship
you have with
each customer
3You have many
customers who use
the same solutions
for similar business
reasons
1
14. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
You’ll need metrics that are meaningful to customers
• Metrics that are potentially insightful and/or actionable by your customer
Examples of Commonly Used Metrics for Customer Benchmarking
Product Usage and
Adoption
• Frequency of Use (e.g. Monthly Active Users)
• Key Feature Usage (e.g. Ave. Monthly Uses per User)
Customer
Outcomes
• Varies. What is the customer trying to achieve while using your solutions?
Support • Volume: Total No. of Tickets
• Responsiveness: Rate of First Contact Resolutions; Ave. Time to Resolve
Engagements • Outreach Response Rate
• Survey Completion Rate
Tip: Use metrics that reflect the behaviors that lead to the customer’s desired outcomes, and, ideally,
metrics for their desired outcomes.
15. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Poll
Which of the following metrics does your
Customer Success organization measure today?
Select ALL that apply:
Product usage and adoption
Support
Customer health and loyalty (CSAT, NPS,…)
Engagements
Customer outcomes
16. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
You’ll need to create peer groups
• Peer group = a group of customers that are similar in one or more
ways to the target customer you’re benchmarking.
Commonly Used Peer Groups by CS for Customer Benchmarking
• Customer size • Industry • Customer Tier
• Customer journey stage • Customer Segment • Customer Health Score category
• Region • Product purchased • NPS category
Tip: Combine multiple attributes to form a more specific peer group that’s more meaningful to
your customer.
Best practice: Automatically compute the most similar peers of a customer to benchmark
using data for many attributes of your customers.
17. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Let’s see how it works
I’m a Customer
Success
Manager
for
EveryDay HR
Software Inc.
who has
200 SaaS
customers
I manage a key account:
Buzzster Corp., a customer
for 2 years.
They’ve purchased:
• Core HR suite
• Recruiting suite
• Performance Mgmt.
suite
18. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Example 1: Benchmarking key feature use to drive
outcomes
⚫ What’s the comparative insight?
Buzzster Corp. has the 2nd-lowest rate of use of the employee referral
features (21.3%) of the 56 customers that are large-sized businesses.
That compares to the average of 60.5% across the 56 customers.
⚫ Why does this matter?
Employee referrals leads to lower cost-to-hire and time-to-fill; better fit;
and higher employee performance. Buzzster is likely to perform lower on
these desired outcomes, which reduces the value/ROI from our product.
⚫ Uncover why this is happening
• Reviewed training received by employees and looked for changes
(usage, company situation.)
• Prompted a discussion with Buzzster about their use of best practices
and learned they don’t have an incentive plan for referring candidates.
⚫ Next action to take
Setup a discussion between Buzzster and EveryDay’s professional
services director who can discuss the business impact of incentive
structures, best practices and lessons learned.
Peer Group: 56 Large-sized customers
Customers
Use of Employee
Referral features
(% users)
1 Bluejam Corp 81.9
2 Brightbean Inc 76.3
3 Brainsphere Solutions 75.8
… …
Average 60.5
… …
51 Dabvine Works 24.2
52 Rhynyx Inc 23.9
54 Roodel Software 23.1
54 Innojam Software 22.9
55 Buzzster Corp 21.3
56 Jetpulse Corp 19.1
19. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Example 2: Benchmarking to help set goals
⚫ Review Buzzster’s performance
Buzzster has 21.3% of employees using the Employee Referral features. This is distinctively less than the average (and
the best) for any peer group of customers who uses the same solutions.
⚫ Why does this matter?
Gain: get more value from our Recruiting suite Fear: miss attracting the best talent that fits their culture
Pain: lower their cost-/time-to-hire Peer: won’t be competitive with talent
⚫ Next action to take
Prompt a discussion with Buzzster. Share what others have achieved (aggregate-level.) Review their goals and results.
Encourage them to aim higher. Get a realistic goal with a CS Plan of actions to improve with milestones along the way.
What should Buzzster strive to achieve for “use of Employee Referral
features”?⚫ What’s best-in-class on “use of
Employee Referral Features”? Use of Employee Referral features
(% users)
Large-
sized
Customers
Expansion
Stage
customers
Most
similar
customers
Average 60.5 54.9 58.4
Best 81.9 81.9 76.3
20. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
⚫ What’s the comparative insight?
Buzzster Corp. has the 6th highest employee turnover rate (18.1%) of 56
large-sized customers. That compares to the average of 11.8% across the
56 customers.
⚫ Why does this matter?
Cost to replace is 20%+ of employee’s annual salary to hire, train & lost
work
Reaching the average of 11.8% for Buzzster would imply a decrease of 303
employee separations, with an estimated saving of $1.82M (assuming an
average annual salary of $30,000)
⚫ Uncover why this is happening
We discovered the lack of opportunities to advance one’s position and skills
at Buzzster is driving these results.
⚫ Next action to take
Work with Account Manager to create a business case to upsell EveryDay’s
Career Development and Skills Training suites to solve this problem.
Example 3: Benchmarking outcomes to drive upselling
Peer Group: 56 Large-sized customersLast year. 56 large-sized customers.
Customers
Employee
Turnover
Rate
(%)
1 Vipe Labs 23.1
2 Flipopia Technologies 21.4
3 Shufflebeat Inc 20.2
4 Feedfish Technologies 19.7
5 Dabvine Works 19.2
6 Buzzster Corp 18.1
7 Roodel Software 17.5
8 Eazzy Works 17.4
9 Rhynyx Inc. 16.3
10 Vitz Corp 12.9
… …
Average 11.8
… …
56 Bluejam Corp. 2.1
21. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
There are many more unique insights in your data that
require sophisticated ways to uncover them.
Buzzster Corp. trained the 4th-fewest users on
Talent Management (43%) among the 28
customers that are in the expansion stage, are
large-sized businesses and in the Insurance
industry.
That 43% compares to an average of 54.8%
across the 28 customers.
Only Buzzster Corp. has both as few
career plans tracked per month (23%)
and trained as few users on the career
development planning module (43%).
Best Practice: Analyze more underlying metrics and more ways customers are similar to uncover
more unique comparative insights in your data.
22. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Getting started with customer benchmarking
Try it yourself with one customer.
Steps
1. Use your CSM platform to create a table as in the examples I showed
2. Select metrics that are meaningful to your customer
3. Filter the results by peer groups for your customer
4. Identify comparative insights, focusing on the most distinctive differences
5. Consider why this matters
6. Uncover why this is happening
7. Decide your next action to take You’ll get more meaningful engagements:
• deliver more value
• engage in more strategic conversations
• drive actions to improve the value they realize
23. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
7 Strategies for Customer Benchmarking in CS organizations
http://bit.ly/2rKCut3
No registration is required.
Explanations, Pros and Cons
1: Using Industry Surveys
2: Using Best-Practices Studies
3: Using Vendor Surveys
4: Using Data Scientists
5: Using Business Software Reports
6: Using your SaaS Product
7: Using Specialized Benchmarking
Software
24. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
More resources to prompt meaningful
engagements with customer benchmarking
Blog posts
• Why Your Customer Success Managers Need Comparative Insights for Each Customer
(by Jim Berardone, CCO, OnlyBoth)
https://blog.onlyboth.com/2016/08/16/why-your-customer-success-managers-need-
comparative-insights-for-each-customer/
• 5 Tips to Help Customers with Goal Setting ( by Jim Berardone, CCO, OnlyBoth)
https://blog.onlyboth.com/2017/01/06/5-tips-to-help-customers-with-goal-setting-in-
2017/
• Customer Benchmarking Motivates Action (by Ed Powers, VP CS, SimPRO)
https://blog.onlyboth.com/2017/03/14/customer-benchmarking-motivates-action/
• Use Benchmarking to Demonstrate Value and Slim Down that Churn Rate (by Kia Puhm,
Principal, K!A CX Consulting)
http://www.kiacx.com/single-post/2016/03/27/Use-Benchmarking-to-Demonstrate-
Value-and-Slim-down-that-Churn-Rate
Learn about automated
benchmarking software
Try it here:
http://cs.onlyboth.com
Where does automated
benchmarking make sense?
(by Raul Valdes-Perez, CEO,
OnlyBoth)
https://blog.onlyboth.com/
2017/04/20/where-does-
automated-customer-
benchmarking-make-
sense/
25. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
Q&A
26. How to Prompt Meaningful Engagements with Customer Benchmarking #CSwebinar @JimBerardone @GetAmity
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