Effective strategy in a SaaS business often means offering different service levels to different customer segments. However, it is often not obvious where to draw the lines. What are the right criteria to use for segmentation? What are the types of services to offer? How to organize to delivery these services economically?
Ed Powers and Joshua Robitaille will share their lessons learned developing the segmentation strategy used at SurveyGizmo today.
Customer Success as a movement is so young even compared to other emerging tech sectors. But it's changing so fast it can be hard to justify it to your financial department. Scott Golden, Gainsight's Director of Customer Success Strategy, will deep dive into a data-driven webinar all about how you can account for Customer Success in such a rapidly-evolving industry.
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
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
Customer Success Webinar Series: How Automation is revolutionizing Customer S...Gainsight
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.
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.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Make 2016 the Year You Conquer Customer SuccessGainsight
2016 is just around the corner — and that means it’s time to set your business New Year’s resolution for 2016. But why settle for one generic goal like reducing churn or raising upsell? Why not resolve to make 2016 the year your organization invests in your customers as a major business driver?
Customer Success as a movement is so young even compared to other emerging tech sectors. But it's changing so fast it can be hard to justify it to your financial department. Scott Golden, Gainsight's Director of Customer Success Strategy, will deep dive into a data-driven webinar all about how you can account for Customer Success in such a rapidly-evolving industry.
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
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
Customer Success Webinar Series: How Automation is revolutionizing Customer S...Gainsight
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.
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.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Make 2016 the Year You Conquer Customer SuccessGainsight
2016 is just around the corner — and that means it’s time to set your business New Year’s resolution for 2016. But why settle for one generic goal like reducing churn or raising upsell? Why not resolve to make 2016 the year your organization invests in your customers as a major business driver?
Learn how to measure and communicate the value your Customer Success team creates. In this webinar, we'll discuss ways to measure how Customer Success 1) Prevents Churn, 2) Drives Retention, 3) Enables Upsell, and 4) Accelerates New Business.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - Customer Success for Ad Tech - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from PubMatic, RocketFuel, Lotame, LiveRamp.
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
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.
How to Scale Your Customer Success Network by Aligning With Channel PartnersGainsight
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
Best practices in CSM compensation with customer success leadersGainsight
CSM compensation is one of the most often debated questions for companies no matter their level of maturity in Customer Success. Getting the right comp plan for CSMs can depend on a variety of factors including customer segmentation, ASP, upsell potential and more.
Customer success has revolutionized businesses in every industry, but what does customer success look like for the Ad-Tech industry? Join Ganesh Subramanian (Client Strategy, Gainsight) and Greg McLaughlin (Sr. Director of Business Operaitons , Appnexus) for this 60 minute webinar discussing:
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
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.
4 Customer Success Metrics to Inform Your Product-Led (Expansion) Growth Stra...QuekelsBaro
How do you know if your product-led expansion strategy is working? Learn how to apply product acquisition, adoption, retention, and expansion metrics in PLG.
Deep-dive into Gainsight’s own 1:Many program. See how we leverage the right people, strategy and processes to communicate with customers and save CSMs time.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Forrester Research: How the Customer Success Industry is EvolvingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation by Forrester Research - How the Customer Success Industry is Evolving - is from Pulse 2014, the biggest Customer Success industry event ever.
PulseCheck2016 How we make customer success a company-wide priorityGainsight
PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.
How to Align Customer Success Management with Services / Support / TrainingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket
The keys to scaling your customer success programGainsight
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.
Learn how to measure and communicate the value your Customer Success team creates. In this webinar, we'll discuss ways to measure how Customer Success 1) Prevents Churn, 2) Drives Retention, 3) Enables Upsell, and 4) Accelerates New Business.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - Customer Success for Ad Tech - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from PubMatic, RocketFuel, Lotame, LiveRamp.
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
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.
How to Scale Your Customer Success Network by Aligning With Channel PartnersGainsight
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
How to Automate Low Touch Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Automate Low Touch Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Blackbaud, Huddle, New Relic
Best practices in CSM compensation with customer success leadersGainsight
CSM compensation is one of the most often debated questions for companies no matter their level of maturity in Customer Success. Getting the right comp plan for CSMs can depend on a variety of factors including customer segmentation, ASP, upsell potential and more.
Customer success has revolutionized businesses in every industry, but what does customer success look like for the Ad-Tech industry? Join Ganesh Subramanian (Client Strategy, Gainsight) and Greg McLaughlin (Sr. Director of Business Operaitons , Appnexus) for this 60 minute webinar discussing:
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
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.
4 Customer Success Metrics to Inform Your Product-Led (Expansion) Growth Stra...QuekelsBaro
How do you know if your product-led expansion strategy is working? Learn how to apply product acquisition, adoption, retention, and expansion metrics in PLG.
Deep-dive into Gainsight’s own 1:Many program. See how we leverage the right people, strategy and processes to communicate with customers and save CSMs time.
Justifying the Investment for Customer Success TechnologyTotango
Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
- A reality in which CRM systems need to span beyond sales and service in the subscription economy
- The emergence of Customer Success Technology that allows companies to focus on customers
- Ways to optimize the entire revenue cycle Customer Success, as a model and methodology, represents an opportunity for enterprises to break down the silos of customer data and business processes.
Learn how this will lead to operational improvements around customer centricity and growing recurring revenue.
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
Forrester Research: How the Customer Success Industry is EvolvingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation by Forrester Research - How the Customer Success Industry is Evolving - is from Pulse 2014, the biggest Customer Success industry event ever.
PulseCheck2016 How we make customer success a company-wide priorityGainsight
PulseCheck is the largest live streaming event in the Customer Success community, delivered right to your screen -- free of charge. We’ll cut out everything but the most actionable real-world applications for you and your entire customer-facing team. What’s left are eight 40-minute sessions from some of the most elite minds in Customer Success.
How to Align Customer Success Management with Services / Support / TrainingGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket
The keys to scaling your customer success programGainsight
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.
10 Best Practices to Add Automation to Your Customer Success ProcessAmity
Automation can simplify your Customer Success operations. When adding automation your Customer Success process, taking the right steps can help you save time and money. When done wrong, CS automation can cause frustration for both your team and to your customers.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP
Driving Product Adoption with Insight-driven PlaybooksAmity
Driving product adoption is the key activity of any Customer Success team. It determines the effectiveness of free trials, paid pilots, churn reduction, renewals, upsells and referrals. Strong adoption leads to very strong growth.
In this webinar, you will learn how to:
- Identify when and where adoption stalls?
- Designing playbooks for driving customer adoption?
- Optimize the performance of your playbooks and Customer Success teams.
- Provide power insights to your sales, marketing and product management teams.
Amity is a powerful Customer Success platform that provides deep insights into product adoption for all your customers.
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.
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How can we make a bigger impact with customer success? We open it up for everyone. When everybody within the company in participating in the customer success mission a bigger impact to the business is created. From higher adoption, higher retention and lower churn, revenue expansion, customer advocacy and overall higher growth.
Zoe, customer success technology by Totango is enabling for companies to open up customer success and include the entire company in that mission.
Totango provides customer success solutions for growing businesses thru data-driven, customer centric approach.
Customer Success Summit Keynote
Presented by: Thomas Lah, Executive Director, TSIA
Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.
In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.
How to Scale Your Customer Success Management OrganizationGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Developing the Ultimate Customer Success Strategy - Storm VenturesLincoln Murphy
Customer Success has evolved rapidly from a way to simply make customers “happy” or reduce churn to driving a true growth engine for the business. There’s simply no more efficient – and done correctly, rapid, exponential, and sustainable – growth than growth within and from your existing customer base.
As customers succeed and evolve, their relationship with you should evolve and grow as well; but you have to ensure that happens. That’s Customer Success-driven Growth.
In this workshop we will cover:
- how the evolution of Customer Success should change your strategy
- what the 8 elements of Customer Success Management are and why they matter
- what these changes will look like inside your company (org structure, compensation models, etc)
- the keys to making expansion within - and from - your customer base work in a way that is customer-positive at scale
This will be interactive, so bring your questions; we don't want you to leave with any questions you came with, but you'll definitely leave with a lot of new ones!
Speaker: Lincoln Murphy
Lincoln Murphy is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker, and one of the earliest evangelists for Customer Success. As founder of Sixteen Ventures, he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies around the world.
Partner Programs and Customer Success-driven GrowthLincoln Murphy
Originally presented on March 1, 2017, in San Francisco, California at Salesforce as part of a PulseLocal Silicon Valley event.
THE KEY ELEMENTS OF CUSTOMER SUCCESS
Lincoln Murphy is the co-author of "Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue" written with Nick Mehta and Dan Steinman.
IIn his keynote presentation at PulseLocal SV in San Francisco on March 1, 2017, Lincoln will outline the Key Elements of Customer Success - including Success Potential, Desired Outcome, Success Milestones, Joint Accountabilities - and how these often overlooked foundational aspects of Customer Success are the keys to unlocking success not just for your customers, but for your company.
Since 2006, Lincoln Murphy directly helped 400+ SaaS companies accelerate their growth by optimizing the Customer Lifecycle, from customer acquisition to retention to account expansion and advocacy.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
Durring this session at MarTech West 2019, Mediacurrent's Director of Marketing Adam Kirby shares his approach to transitioning a 2K person SaaS organization from almost no KPIs to a multi-touch attribution model supported by sales, marketing, and the technology departments. You'll learn from his mistakes and walk away with a clear set of next steps to guide your organization to marketing attribution.
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
Discover the best practices and considerations for engagement marketing success!
For digital transformation to be achieved, businesses need to think about their wider business strategies considering the people, processes and technology required to leverage an effective results-focused marketing strategy.
This event from Marketo and digital consultancy partner, SuccessFlow, follows the trend of many marketers investing into marketing platforms with no digital strategy. Doing this can lead to wasted time and budget, and there is often limited ability to track success of your marketing automation investment.
[Future of ABM Webinar Series] Mission 5: Using Intent and Fit for Full-Funne...Engagio
Need to create predictable and repeatable growth? A data-driven approach can help! Join Everstring, RollWorks, and Engagio in this presentation to understand how a data-driven ABM strategy can help you meet your pipeline and revenue goals for both new business and customers. We’ll discuss how data and account insights can be leveraged to help you run effective, personalized ABM programs.
You'll discover how to:
— Operationalize ABM with intent and fit data
— Run ABM campaigns targeted at buyers throughout the customer lifecycle
— Target and prioritize the accounts that matter
Check out our webinar series space flight program! This webinar is Mission 5 of the Future of ABM 5-part webinar series where we discuss the new trends shaping the future of ABM! This series features thought leaders who will help you stay ahead of the ABM curve and give you tips to enable the 1:1 reality. Learn More: https://www.engagio.com/future
Target: Strategies to Identify Key AccountsMarketo
When it comes to deploying an effective Account-Based Marketing (ABM) strategy, the most important component is your target account selection process. View these slides to learn best practices for target account selection, prioritization and how to leverage a predictive account scoring model.
BOL will dive into the next level of Account-Based Marketing, uncovering the question of "what's next" for your ABM efforts. We will uncover the six elements of next-gen ABM and how brands can stop struggling to get ABM right. Key takeaways include:
• ABM is about the strategy, the targets, the marketing program, the content, the measurements and the alignment;
• The future of ABM means thinking beyond the click;
• A holistic approach to building successful customer relationships at scale happens when brand, demand and ABM align.
• At the end of the day, ABM should do two things: Help you accelerate your pipeline and accelerate the list of accounts in your pipeline.
A panel of 8 best-of-breed MarTech leaders share their thoughts on how B2B marketing operations professionals can best navigate the complex MarTech landscape.
From the BMUG, discover how to:
-Target the RIGHT accounts
-Engage key decision-makers across channels
-Measure with an account-lens so you can optimize your programs
-See Marketo Web Personalization and ABM tools in action!
Account Based Marketing 101: How to Get Started & Succeed with Heidi BullockEngagio
ABM is hot, but there's a lot of noise right now. How do you break through to really understand what ABM is all about, and get started?
Join Heidi Bullock, CMO of Engagio, in this webinar to understand:
–What works (and doesn't) in ABM
–The new metrics to use in an ABM strategy
–The first things you need to do to get started
You'll walk away with the information you need to support your game plan to launch your Account Based Marketing successfully.
Download Engagio's Clear and Complete Guide to Account Based Marketing at Engagio.com/guide
Learn more about Engagio at Engagio.com
Twitter.com/Engagio
Linkedin.com/Company/Engagio
Facebook.com/Engagio
4 Steps to ABM Success with Predictive AnalyticsInfer
Infer and Engagio are teaming up to demonstrate the powerful intersection of Account-Based strategies and Predictive Analytics.
In this webinar you’ll hear real-world examples of how to:
• Account selection & prioritization
• Finding lookalike net-new Accounts
• Activation & campaign execution
• Measuring success
Why You Need to Speak the Language of Marketing PerformanceOrigami Logic
In this presentation we define key terms like “data”, “measure”, “metric,” and “KPI”, and explain why best-in-class marketers are better at knowing what metrics matter.
Customer Generation: Delivering on the Promise Demand Gen Forgot AboutSearch Engine Journal
Need a new approach to demand generation? Looking for a different way of going to market?
In this Search Engine Journal Webinar, you’ll learn how to:
- Perfectly understand and compare channel level performance using the LTV:CAC formula.
- Boldly identify and emotionally connect with your exact persona at your ideal accounts.
- Correctly leverage first-party data for campaign success.
- Aggressively grow pipeline revenue via gift-giving and psychology.
Across millions of dollars of spend and hundreds of accounts, boilerplate “search marketing best practices” are struggling to drive customers for technology companies.
Garrett Mehrguth, President and CEO at Directive, will walk you through how to take a new approach, customer generation, to outperform your competition.
You’ll also get templates, tactics, and spreadsheets used on the top 1% of SaaS accounts.
Webinar: How Box Doubled Marketing ROI Without Increasing BudgetAllocadia Software
Live recording: https://content.allocadia.com/webinars/how-box-doubled-marketing-roi-without-increasing-budget
Hear Tim West, Sr Manager, Marketing Operations at Box share how his marketing organization used Allocadia, Salesforce and Tableau to:
- Create an account based attribution model
- Directly associate spend to pipeline via Allocadia
- Use ROI analysis and identify the most efficient and effective tactics
It’s time to put aside arguments about ‘credit’ and focus on doubling down on what actually works!
Similar to Scaling Customer Success: Strategies for Account Segmentation Webinar Slides (20)
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
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.
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
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)
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.
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.
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.
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.
Unleash Unlimited Potential with One-Time Purchase
BoxLang is more than just a language; it's a community. By choosing a Visionary License, you're not just investing in your success, you're actively contributing to the ongoing development and support of BoxLang.
Quarkus Hidden and Forbidden ExtensionsMax Andersen
Quarkus has a vast extension ecosystem and is known for its subsonic and subatomic feature set. Some of these features are not as well known, and some extensions are less talked about, but that does not make them less interesting - quite the opposite.
Come join this talk to see some tips and tricks for using Quarkus and some of the lesser known features, extensions and development techniques.
Top Features to Include in Your Winzo Clone App for Business Growth (4).pptxrickgrimesss22
Discover the essential features to incorporate in your Winzo clone app to boost business growth, enhance user engagement, and drive revenue. Learn how to create a compelling gaming experience that stands out in the competitive market.
In software engineering, the right architecture is essential for robust, scalable platforms. Wix has undergone a pivotal shift from event sourcing to a CRUD-based model for its microservices. This talk will chart the course of this pivotal journey.
Event sourcing, which records state changes as immutable events, provided robust auditing and "time travel" debugging for Wix Stores' microservices. Despite its benefits, the complexity it introduced in state management slowed development. Wix responded by adopting a simpler, unified CRUD model. This talk will explore the challenges of event sourcing and the advantages of Wix's new "CRUD on steroids" approach, which streamlines API integration and domain event management while preserving data integrity and system resilience.
Participants will gain valuable insights into Wix's strategies for ensuring atomicity in database updates and event production, as well as caching, materialization, and performance optimization techniques within a distributed system.
Join us to discover how Wix has mastered the art of balancing simplicity and extensibility, and learn how the re-adoption of the modest CRUD has turbocharged their development velocity, resilience, and scalability in a high-growth environment.
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
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/
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.
Into the Box Keynote Day 2: Unveiling amazing updates and announcements for modern CFML developers! Get ready for exciting releases and updates on Ortus tools and products. Stay tuned for cutting-edge innovations designed to boost your productivity.
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.
Developing Distributed High-performance Computing Capabilities of an Open Sci...Globus
COVID-19 had an unprecedented impact on scientific collaboration. The pandemic and its broad response from the scientific community has forged new relationships among public health practitioners, mathematical modelers, and scientific computing specialists, while revealing critical gaps in exploiting advanced computing systems to support urgent decision making. Informed by our team’s work in applying high-performance computing in support of public health decision makers during the COVID-19 pandemic, we present how Globus technologies are enabling the development of an open science platform for robust epidemic analysis, with the goal of collaborative, secure, distributed, on-demand, and fast time-to-solution analyses to support public health.
Experience our free, in-depth three-part Tendenci Platform Corporate Membership Management workshop series! In Session 1 on May 14th, 2024, we began with an Introduction and Setup, mastering the configuration of your Corporate Membership Module settings to establish membership types, applications, and more. Then, on May 16th, 2024, in Session 2, we focused on binding individual members to a Corporate Membership and Corporate Reps, teaching you how to add individual members and assign Corporate Representatives to manage dues, renewals, and associated members. Finally, on May 28th, 2024, in Session 3, we covered questions and concerns, addressing any queries or issues you may have.
For more Tendenci AMS events, check out www.tendenci.com/events
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/
Custom Healthcare Software for Managing Chronic Conditions and Remote Patient...Mind IT Systems
Healthcare providers often struggle with the complexities of chronic conditions and remote patient monitoring, as each patient requires personalized care and ongoing monitoring. Off-the-shelf solutions may not meet these diverse needs, leading to inefficiencies and gaps in care. It’s here, custom healthcare software offers a tailored solution, ensuring improved care and effectiveness.
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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.
AI Pilot Review: The World’s First Virtual Assistant Marketing SuiteGoogle
AI Pilot Review: The World’s First Virtual Assistant Marketing Suite
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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.
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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
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Venez le découvrir lors de cette session ignite
A Sighting of filterA in Typelevel Rite of Passage
Scaling Customer Success: Strategies for Account Segmentation Webinar Slides
1. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Scaling Customer Success:
Strategies for Account Segmentation
#PracticalCustomerSuccess
2. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Tweet us and join the conversation
#PracticalCustomerSuccess
@GetAmity
We’ll send slides and the recording
Q&A at the end - ask them in the questions box!
(If we run out of time, tweet or email us!)
3. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Presenters
Josh Robitaille
SurveyGizmo
Marketing Manager
Ed Powers
Service Excellence Partners
Principal
4. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Agenda
• Stratification strategies
• Scaling for success
• The SurveyGizmo story
• Q&A
11. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Value Propositions
Target customers
Costs/tradeoffs
Source: Building Market Focused
Organizations, Lanning and Philips
Benefits
12. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Example: Mobile Quoting App
• FOR: service managers at large, national chain auto body shops
• WITH NEEDS FOR: more accurate collision claims processing
• WE OFFER: a mobile app linked to a SaaS application
• THAT MEETS THE NEEDS BY: allowing techs to quickly photograph,
annotate, submit quotes and order parts from their mobile devices
• FOR THE PRICE OF: $200/user/mo.
• WITH THE BENEFITS OF: quotes finished in half
the time with 99% accuracy and 82% less rework
• AND SUPERIOR TO OTHER ALTERNATIVES
BECAUSE: we combine big data and image
recognition to automatically identify needed parts
13. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Value Propositions
Deliver CommunicateChoose
Source: Building Market Focused
Organizations, Lanning and Philips
15. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
CS Role in Segmentation
Develop Market Model
Discover Segments
Assess Competitiveness
Target and Prioritize Segments
Imagineer Solutions
Test
Validate & Monitor Assumptions
Refine Value Propositions Product Managers
Customer Success
Key:
16. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
And Now a Word on Operations…
Strategy
Do the right things
Tactics
Do things right
18. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Revenue
Account
Static Ratio Approach
5:1
250:1
8
19. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Dynamic Ratio Approach
UsageandTrust
<x:1 y:1
20. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Scaling the Customer Experience
Recognize
Need
Investigate Decide Purchase Implement Learn Use
Renew/
Terminate
E-Mail Nurturing Campaigns
Webinars
Online Communities
Video Messaging
Guided Learning
In-Product Messaging
Gamification
Performance Analytics
“Easter Eggs” PRAOK
Personal Contact
21. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Josh Robitaille
Marketing Manager
Former Sales Manager/Former Services
Manager/ Former Salesman/Former Billing
Coordinator
22. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
Sales
Sales Pro Service Developer
Pro Service Developer
Sales Manager
Marketing Analyst
Senior Web Designer
Coordinator
Content Writer
Pro Service Manager Marketing Manager
Junior Web Designer
Business Development
Sales
Sales
23. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
Sales
Sales Pro Service Developer
Pro Service Developer
Sales Manager Pro Service Manager
Sales
Sales
24. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Sales
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
Enterprise Sales
Project Manager
Pro Service Sales
Sales Manager & Services Manager
Onboarder
Onboarder
Onboarder
Onboarding Team Lead
Onboarder
Onboarder
Onboarder
Pro Service Developer
Pro Service Developer
Pro Service Developer
Pro Service Developer
Account Coordinator
Contract Coordinator
25. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Enterprise Team lead
Onboarder
Onboarder
Onboarder
Pro Service Sales
Pro Service Developer
Pro Service Developer
Sales Manager & Services Manager
Onboarding Team Lead
Pro Service Developer
Pro Service Developer
Project ManagerAccount Coordinator
Contract Coordinator
Onboarder
Onboarder
Onboarder
Marketing Specialist
Web Designer
Market Researcher
Content Writer
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
26. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Enterprise Team lead
Onboarder
Onboarder
Onboarder
Pro Service Dev
Pro Service Dev
Sales Manager & Services Manager
Onboarding Team Lead
Pro Service Dev
Account Manager
Account Manager
Onboarder
Onboarder
Onboarder
Marketing Specialist
Web Designer
Market Researcher
Content Writer
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
27. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
2011 --------- 2012 --------- 2013 --------- 2014 --------- 2015
Enterprise Team lead
Sales Manager & Services Manager
Account Manager
Account Manager
Marketing Specialist
Content Writer
Marketing AssociateAccount Manager
Account Manager
Marketing Analyst
Marketing Associate
Marketing Associate
Web Developer
Web Developer
Web Developer
Web Designer
33. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
How Amity Works
Power + Flexibity
Unique Solution for Your Unique Business.
35. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Many Thanks To Our Presenters
Josh Robitaille
www.surveygizmo.com
joshua@sgizmo.com
Ed Powers
www.se-partners.com
ed@se-partners.com
36. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Join us on December 1 for the next webinar
in the Practical Customer Success Series
Visit getamity.com/resources to register!
37. Scaling Customer Success: Strategies for Account Segmentation @GetAmity
Let’s continue the conversation
Thank you for being here!
@GetAmity GetAmity.com
Editor's Notes
I do a lot of work with early stage companies, and I see a lot of recurring patterns
In the beginning, it’s all about traction: sales leads to valuation, valuation leads to investment, investment covers the bills until the company can cash flow
So it’s appropriate to close any and all possible sales, but ultimately it’s not sustainable.
After a while companies begin to learn that all customers aren’t created equal, the Pareto Principle applies, especially when it comes to B2B
The critical few delivering the majority of the revenue and the trivial many, the “long tail”
There are typically some companies in-between as well
Most companies I deal with stratify their account based primarily on economics—it’s easy and straightforward
They assign their most expensive sales and account management resources to their high-value accounts and their less expensive inside sales/account managers and CSMs to the medium-value accounts and they let their “long-tail” customers fend for themselves
The problem with stratifying based on historical revenue is that it’s “management by looking in the rear-view mirror”—companies routinely miss significant opportunities—just because people haven’t bought much before doesn’t mean they couldn’t buy more, especially in the “long tail”
Companies often lack insights into how their customers are clustering—how the needs of customer groups are alike or different
There’s a much more evolved and effective way to segment the account base and it starts with the concept of a target customer—here’s an analogy
Just like an archery target, some customers have very high value—the bullseye—and the further away, the lower the value
Some arrows are well off target as well, there’s no value and you basically wasted your energy
Your goal is obviously to land as many arrows as you can on or near the center of the target
It’s the same thing with customers; some are a much better fit and much more profitable than others and you need to know exactly what you’re aiming for
Value Propositions are a very handy tool for companies to segment, focus, and differentiate
Originally coined by Lanning and Phillips in the mid-80’s, are defined as target customers (who they are and more importantly who they aren’t); specific, measurable end-result benefits that are compelling and relevant; and the costs and tradeoffs we ask customers to make
Value Propositions are internal statements provide clarity and intense focus on what differentiates one offering from another—it’s the source of competitive advantage
Here’s an example, a mobile application for auto body shops…
Interesting—makes you want to buy!
Notice we have a crisp, clear definition of exactly who we’re targeting (MAACO, not Joe’s Auto Body), what we’re offering, measurable, compelling benefits and specifically why we’re better—breakthrough image recognition software
Value Propositions are a very powerful, strategic concept
Once you choose them, you align the entire organization around them; you design, develop, deliver and support products and services that fulfill the promise and you communicate that promise through your marketing and sales efforts.
Value Propositions are the organizing construct, and when everyone (including Sales and Customer Success) has a clear understanding and works together to choose, deliver and communicate, you can’t be beaten!
Focus is critical—numerous studies show companies that focus relentlessly and have deep understanding of customer segments do much better in the long run than companies that “spray and pray”
The trick, of course, is to pick the right target segments for the right reasons
Although the world offers unlimited opportunities, you just can’t be all things to all people—you have limited time, money and resources and you have to invest them wisely for maximum returns
This is the hard work of strategy—you have to say “no” to some things so you can say “yes” to others
It’s very common for early stage companies to “pivot” multiple times to pursue more attractive opportunities—the target will naturally change
It’s a critical, ongoing process for mature companies, too, as they identify and pursue new markets
CSMs have a unique vantage point from which to observe changes in the account base—closer to customer than marketing and product people, not problem-ticket focused like support, and don’t have a short-term agenda like salespeople
What this means is you can have a seat at the senior executive table for defining business and product strategy—what might that look like?
Tasks in blue are typically owned by product managers while those in green could be done in partnership with Customer Success teams
You can get things started by paying attention to quantifiable patterns you’re seeing in your account base and then sharing those findings with the right people
Of course your marketing folks and product managers need to do their homework; they need to study market needs in greater detail, innovate solutions, and define new Value Propositions
It’s an iterative process and when you partner with product managers you can play a critical role in testing hypotheses and monitoring shifts
We’ve talked a lot about segmentation and strategy, which is about doing the right things—strategy is fundamentally about choice
Let’s get tactical now and talk about how we can do things right, once we’ve picked the right segments—doing things right means doing them effectively and efficiently
Here’s an example of a company in south Denver that does a very effective job of aligning with its customer segments
Zen Planner makes software for small exercise and fitness studios and they prompt their prospects identify themselves by segment early in the sales process
They don’t treat customers the same way, for example, they show videos of dance studio applications to dance studios and share mixed martial arts success stories to mixed martial arts studios—they speak to them in a language and using terms they immediately relate to—they tailor their Value Propositions really resonate
It doesn’t stop there—many people in Sales, Customer Success and Customer Support at Zen Planner have backgrounds as fitness trainers or yoga instructors, so the organization deeply understands and relates to these specific segments
This is a very effective approach for them--they have incredibly good customer intimacy and very high customer loyalty and retention
The same concept applies in other businesses—if you understand your customer segments, you can prompt them to self-identify, and depending on how they respond, you can present an entirely different customer journey
So looking at segments and value propositions, rather than just historical sales volume, may cause you to do something that would otherwise be completely counter-intuitive, like assigning a full-time resource to develop a long-tail opportunity that’s strategically important for future growth
Market segmentation and value propositions increase effectiveness, so let’s now talk about the other dimension: increasing efficiency
Going back to the approach most commonly used, many companies use customer:CSM ratios to control costs and coverage for high-touch, low-touch, and no-touch segments
Large, enterprise segments are typically low ratios (like 5:1) whereas midsize or SMBs get very high ratios (e.g. 250:1)
To set these ratios, companies tend to use industry benchmarks or just copy what others are doing
But it’s a static approach—since the ratios are fixed, customers often get the same treatment in each category regardless of the nature of their segment or place in the customer lifecycle
We’ve already talked about the risk of doing this and the missed opportunities, but I’d like to share a critical piece of advice on how to optimize your customer experience for your target segments
Give this some thought--instead of thinking about customer:CSM ratios as a static problem, think about it dynamically, as a function of time, and use a blended ratio
Much of the work I do with clients concentrates on how to manage the critical early stages of the relationship—customers are most vulnerable and you have the most impact on retention and loyalty at this point
You hear a lot about early product usage and quick time-to-value, but it turns out customers are also learning whether or not they can trust you at this time—trust in your technology, your brand, and your people
It turns out trust is a VERY BIG factor in customer retention and loyalty—and what starts right, stays right—you have to nail this in the beginning!
In terms of scale, CSMs can manage smaller cohorts of customers very attentively during these crucial initial phases, then “graduate” them to a larger pool after they reach a certain level of usage and trust—customers don’t need as much care and feeding at these later times
Your ratios (X and Y) will vary depending on your business—it’s dangerous just to blindly copy what someone else is doing
Larger ratios can be achieved with the same CSM once customers reach a level of proficiency and trust is established; this is how you can keep high productivity while at the same time improving your effectiveness building trust
We talked about the level of personal contact at the early critical stages, but there certainly a number of automated approaches that can help operations scale efficiently
There’s a lot to talk about—we could spend a whole day on these tactics, and a lot of my work is helping clients sort out which ones make sense for them
Here’s a very quick overview:
Gamification is a clever way of engaging customers in the learning process using things like badges and leader boards
E-mail nurturing not only works to convert prospects, but it also helps automatically guide learning and application after the sale
Video messaging is extremely powerful to maintain personal relationships at scale by simply showing your face and being yourself on camera
Webinars, of course, are a great way to sell and support at scale
In-product messaging and guided learning can be used to remind people of ongoing value and make learning more contextual and on-demand
Many companies use “Easter Eggs” to surprise and delight customers when they discover hidden features and benefits
PROAK stands for “Programmatic Random Acts of Kindness,” another way to surprise and delight customers and build loyalty
Online communities have been used very effectively to scale customer support, but there’s also a big opportunity to use them in learning cohorts
And finally, showing results back to customers on how well they’re achieving their goals (like QBRs) can certainly be automated
One again, how you deploy and how you scale, including the supporting technologies, should be guided by your segmentation and market strategy—it’s not a “one size fits all” approach—some things will work better for some segments than others
This is a good segue for Josh who will tell you the story about the practical realities and approaches to making things more efficient and effective; they changed their approach to adopt a lighter-touch model
His talk is fascinating because he’ll talk about evolutionary vs. revolutionary change and the how it is an iterative, learning model
Thanks Ed!
Evolutionary Vs Revolutionary. These terms describe perfectly the level of pain that can be dealt to your customers and your organization as you shift to generate success.
Evolving is a slow, iterative process that gradually produces better results. Revolution is a dramatic change that may have mixed results.
When driving customer success you will discover that your staff may not be align appropriately to get the best results. I have personally overseen 5 major reorgs in 5 years.
Here’s how that has played out.
Sales, Pro Service, Marketing
The marketing team was almost completely let go for various reasons. This was one of the moment painful experiences and had a huge impact on the rest of the staff. From there on in, I endeavored to not let people go if they were will to shift with the companies needs.
Similarly with the marketing team, the Professional Service team needed to change to meet customer expectations. I absorbed them and changed their practices to accommodate customer success needs.
At the same time, a new segment was discovered for higher level Enterprise Customers. A new team was formed.
Running without a marketing team is impossible. So with better understanding of our segments, I lobbied to oversee a new, smaller team.
In 2014, Professional Services was becoming a high cost low return initiative. I combined the Pro Service and Enterprise team. The enterprise team was able to help have tough conversations with customers and close out remaining work.
With pro services closed out, I had the resources to expand the marketing team and move onboarding (Sales) responsibilities over to support.
Through all these changes, there was one constant…
I’ve utilized the same team members for the last 5 years.