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Keys to Scaling Your Customer Success Program In a recent Sandhill.com poll of Silicon Valley executives, many execs expressed concern over scaling their customer success teams while maintaining a high quality and personalized service experience for their customers. At Gainsight, we don’t believe scale and quality to be mutually exclusive. There are 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. On June 25th at 10 am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight and world renowned SaaS expert, will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results. In this 60 minute webinar on the keys to scale we will discuss: - How can you implement automation without harming customer relationships? - What is the right strategy to segment your customer base? - Which process are important to document and which aren’t? The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

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As companies grow they inevitably have multiple customer segments to manage. The truth is, not all customers should be treated the same. A Customer Success strategy that scales uses technology to extend the reach of the Customer Success team in a way that still drives value for the customer. Embracing automation and 1:Many strategies is becoming a cornerstone of any mature Customer Success strategy.

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Charging for Customer Success

Customer Success is one of the most influential tools in your toolbox and a staple of successful organizations -- but should you charge for it? Learn the answer and more on Join Nick Mehta, CEO of Gainsight, and Omid Razavi, SaaS Customer Success & Services Advisor, as they discuss: - If and when you should charge for customer success - How to create a customer success pricing plan - How to tier your customer success services Setting up a successful customer success strategy starts with knowing your customer, tailoring your product to suit their needs and offering it at a price where value is truly understood. Can't attend live? Register anyway and you'll receive a copy of the recording afterward.

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Building a Business Case for Customer Success

Join Phil Nanus, VP of Research of Customer Success at the Technology Services Industry Association (TSIA) and Allison Pickens, VP of Customer Success and Business Operations at Gainsight, as they discuss scaling your Customer Success organization. In this hourlong webinar, Phil and Allison will discuss: Developing a business case for Customer Success The 7 steps needed to scale your teams The critical funding conversation between sales and Customer Success to ensure profitable Technology-as-a-Service growth

Is your customer success team delivering real value ?

If you’re a Customer Success leader, your biggest fear is that despite your efforts, you aren’t delivering real value to your customers. How can you be sure? In this webinar Allison will discuss: How to align your Customer Success team with key accounts The benefits of Success Plans to create workflows for every scenario. A strategic process to achieve predictable value delivery Ensure you’re delivering the value your customers expect.

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How Customer Success is Revolutionizing Open Source Companies

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

Is Customer Success Worth It?

How can you measure the value of customer success to your organization? What is the actual bottom-line dollar value customer success will have for your company? Join Dan Steinman, Chief Customer Officer at Gainsight, and special guest Kate Leggett, VP and Principal Analyst at Forrester Research to learn the answers to these questions and more. Dan and Kate will discuss the economic value customer success has had on various industries and what potential value it holds for the future of your company. This data-driven-webinar will cover topics such as: The economic value model of customer success for SaaS, financial services, and other industries How to lead your company in customer success The benefits of adopting customer success as an organization

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Customer Success Webinar Series: How to Align your Company Around an Onboardi...

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PulseCheck2016 How we manage reviews, references, and advocacy

Charging for Customer Success

PulseCheck2016 How we make customer success a company-wide priority

Building a Business Case for Customer Success

Is your customer success team delivering real value ?

Best practices in CSM compensation with customer success leaders

PulseCheck 2016 | How we built new customer success organizational structure...

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Customer Success Operations Summit

PulseCheck 2016 | How we integrate customer success in our product planning p...

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Cross Functional Alignment Around the Customer Processes to Drive Success

How Customer Success is Revolutionizing Open Source Companies

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The keys to scaling your customer success program

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Mapping the Customer Journey with Engagement Models

Customer Success Webinar Series: How to Align your Company Around an Onboardi...

Customer Success Webinar Series: How Automation is revolutionizing Customer S...

How a Gainsight CSM uses Success Plans

PulseCheck2016 How we manage reviews, references, and advocacy

Charging for Customer Success

PulseCheck2016 How we make customer success a company-wide priority

Building a Business Case for Customer Success

Is your customer success team delivering real value ?

Best practices in CSM compensation with customer success leaders

PulseCheck 2016 | How we built new customer success organizational structure...

Customer Lifecycle CTA's

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PulseCheck 2016 | How we integrate customer success in our product planning p...

How Mozy Uses Gainsight for Collections and Billing

Cross Functional Alignment Around the Customer Processes to Drive Success

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Maximizing revenue from key accounts is critical to maintaining revenue growth. Yet, when it comes to Account Planning, if honest, we often treat it as a chore to be avoided. Or, addressed once a year and then shelved until the following year. Account Planning Matters … 1. For large enterprise sales Account Planning and Management delivers more additional pipeline and consistently greater win rates than any other sales or marketing activity. 2. For Territory or Portfolio Planning, account planning helps you to select the accounts that will deliver most revenue, and develop a plan to grow your entire book of business. 3. Acquiring business from new customers is six times more expensive than growing your revenue in an existing account 4. You are seven times more likely to win a deal in an existing customers than from a new account 5. We wrote the book on Account Planning in Salesforce. Oh, and yes, Salesforce uses our Dealmaker Smart Account Manager solution for their account planning. Join us as we revisit the fundamentals of this surefire revenue growth strategy and share the insights we have gleaned since we first launched our book, Amazon #1 Bestseller Account Planning in Salesforce.

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The gravity of business naturally pulls you to work IN the business, but how often and how well are you pulling up to work ON the business? Do you have a framework of proactive goals, leading indicators and measures to ensure you are truly being successful at the mission versus the misleading sense of success from simply surviving? This resource represents a dense strategy kit reflecting snippets of materials we use in C12 on a regular basis to ensure businesses are stewarded well. We invite you to use this resource to help you take a sharp look at God's business you are leading in and if you are ready to seek out the "wise counsel" King Solomon admonished good leaders to have in place, contact us. If God owns everything and you are a steward under His leadership, wouldn't it make sense that God's businesses would be characterized by excellence, beauty, creativity, high performance, integrity (doing what you said when you said it), truth and enduring strength?

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The Balanced scorecard is a management system that enables organizations to clarify their vision and strategy and translate them into action. Provides an organization with feedback of both the internal business processes and external outcomes, which allows for continuous improvement of strategic performance and results. Nerve center of an enterprise The term “scorecard” signifies quantified performance measures and “balanced” signifies the system is balanced between: Short-term and long term objectives Financial and non-financial measures Lagging and leading indicators Internal and external performance perspectives The concept of the balanced scorecard was first touted in the Harvard Business Review in 1992 in a paper written by Robert S Kaplan and David P Norton. The paper introduced the idea of focusing on human issues as well as financial ones, and measuring performance across a much wider spectrum than businesses had done before. Kaplan and Norton published their ideas in full in The Balanced Scorecard: Translating Strategy into Action in 1996 and it became a business bestseller. The balanced scorecard is centered on four performance metrics or perspectives: Customers Internal processes Financial Learning and growth When implemented properly, each one of these perspectives contains four subparts consisting of Objectives Measures Targets Initiatives

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Are you too busy running your business to grow your business? Do you keep doing the same things year after year with little progress to show for it? Are you frustrated with the lack of big, new ideas to drive your business growth? Is a lack of innovation in the way you go-to-market impacting your ability to grow revenue? Are you comfortable that you have a solid plan in place or are you and your team “winging it” when it comes to the core reasons your business exists? This is a comprehensive end-of-year review covering nine key areas of your business. It is designed to help you and your management team uncover and identify the core tenets of a game-changing growth plan – mostly from what you and your team already know! In addition, this file is packed with worksheets that will help you plan for 2015 and focus on the most vital areas of your business. Once you have completed your review, visit www.TryC12.com to learn much, much more!

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This complete deck covers various topics and highlights important concepts. It has PPT slides which cater to your business needs. This complete deck presentation emphasizes Performance Metric PowerPoint Presentation Slides and has templates with professional background images and relevant content. This deck consists of total of nineteen slides. Our designers have created customizable templates, keeping your convenience in mind. You can edit the colour, text and font size with ease. Not just this, you can also add or delete the content if needed. Get access to this fully editable complete presentation by clicking the download button below. https://bit.ly/30vqr7C

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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 Success

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 Touch

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 Process

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 Outcomes

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...

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.

The Science of Customer Success

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-Out

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.

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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.

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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.

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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

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Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more

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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.

Aligning Sales and Customer Success

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.

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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.

SaaS.City 2017 Customer Success Bootcamp

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.

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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 Budget for Customer Success

It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark? Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman. In this webinar, you’ll learn: How to scale your budget based on sales goals for new logos and ARR Best practices for per-ARR expenditure High-ROI investments for the next fiscal year Tactics for setting headcount and CSM account load And much, much more

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FIDO Alliance Osaka Seminar: The WebAuthn API and Discoverable Credentials.pdf

FIDO Alliance

"Impact of front-end architecture on development cost", Viktor Turskyi

Fwdays

I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.

Neuro-symbolic is not enough, we need neuro-*semantic*

Frank van Harmelen

Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”. All of this illustrated with link prediction over knowledge graphs, but the argument is general.

AI for Every Business: Unlocking Your Product's Universal Potential by VP of ...