Totango CMO, Jill Rubin, and PwC Head of Service & Customer Success Practice, Dave Yoffie, discuss how you can set up programs to maximize value and impact for your customers.
Harnessing the Power of Continuous Learning in Customer Success featuring Wat...Totango
In this webinar presentation, Hubert Selvanathan, Principal at Waterstone Management Group, and Jim Coleman, SVP Customer Success at Totango, discuss which tools, processes, and capabilities are needed to drive continuous learning throughout your Customer Success model.
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
These slides are from a breakfast event Gainsight hosted at the Royal Institution in Mayfair on Wednesday, the 13th of February. Dan Steinman, GM of Gainsight EMEA, and Easton Taylor, Director of Customer Success EMEA, shared best practices around organising for company-wide success and increasing revenue from within your customer base.
Measuring the Effectiveness of Customer Health ModelTotango
In Part 2 of our customer health webinar series, we take a more advanced look at health and dive into measuring the effectiveness of a customer health model.
In this presentation, Totango and customer, Feedvisor, share best practices to building and measuring a customer health score (CHS). Learn Feedvisor’s four stage approach to building a CHS and adjusting it to give better churn, renewal, and upsell predictions. Totango shares best practices on when and how to modify your health model and ways health should be incorporated into your team's daily activities.
Ever wondered why clients churn rates are high, renwal rates are dropping and you can't upsell anymore!
With the more and more challenges business is facing today customer service and account management are becoming outdated because of their passive approach when the problem come knocking to our door we step up to solve the problem;
And here's when Customer Success Management is born being proactive to solve clients issues before it happen is critical to success in today's business world by studying your clients and their industry, business goals and objectives then figure out how you can maximize on those intelligence to make them more successful that's how you're going to play it the right way.
Through this manual a quick glimpse on the importance of successful planning for a customer success program for SaaS companies specially the food industry and a different playbooks for clients life cycle and their health scores plus an action plan on how to fix the issue on every case.
Start Applying today Customer Success And Partner Your Way To Success With Your Clients To Start Making non Seen Before Revenues And Higher Retention Rates.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
Harnessing the Power of Continuous Learning in Customer Success featuring Wat...Totango
In this webinar presentation, Hubert Selvanathan, Principal at Waterstone Management Group, and Jim Coleman, SVP Customer Success at Totango, discuss which tools, processes, and capabilities are needed to drive continuous learning throughout your Customer Success model.
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand where you are on the maturity curve so that you can take steps to move forward to the next level.
Totango’s SVP of Customer Success Jim Coleman, presents a maturity model based on Totango’s experience helping hundreds of organizations design, implement, and optimize their Customer Success strategies. This maturity model lets companies figure out where they are with their current initiatives and what they need to do to maximize customer engagement and significantly increase retention.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
These slides are from a breakfast event Gainsight hosted at the Royal Institution in Mayfair on Wednesday, the 13th of February. Dan Steinman, GM of Gainsight EMEA, and Easton Taylor, Director of Customer Success EMEA, shared best practices around organising for company-wide success and increasing revenue from within your customer base.
Measuring the Effectiveness of Customer Health ModelTotango
In Part 2 of our customer health webinar series, we take a more advanced look at health and dive into measuring the effectiveness of a customer health model.
In this presentation, Totango and customer, Feedvisor, share best practices to building and measuring a customer health score (CHS). Learn Feedvisor’s four stage approach to building a CHS and adjusting it to give better churn, renewal, and upsell predictions. Totango shares best practices on when and how to modify your health model and ways health should be incorporated into your team's daily activities.
Ever wondered why clients churn rates are high, renwal rates are dropping and you can't upsell anymore!
With the more and more challenges business is facing today customer service and account management are becoming outdated because of their passive approach when the problem come knocking to our door we step up to solve the problem;
And here's when Customer Success Management is born being proactive to solve clients issues before it happen is critical to success in today's business world by studying your clients and their industry, business goals and objectives then figure out how you can maximize on those intelligence to make them more successful that's how you're going to play it the right way.
Through this manual a quick glimpse on the importance of successful planning for a customer success program for SaaS companies specially the food industry and a different playbooks for clients life cycle and their health scores plus an action plan on how to fix the issue on every case.
Start Applying today Customer Success And Partner Your Way To Success With Your Clients To Start Making non Seen Before Revenues And Higher Retention Rates.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
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.
Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits.
But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?
Customer success continues to be an emerging practice as both technology companies and nontraditional industries move to a new subscription revenue model. A maturity model framework helps companies establish their customer success organizations and initiatives, as well as allowing them to see where they stand and how they can improve as they move through the stages of maturity. www.tsia.com.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
How Box Scaled to Millions of Engagements Using Tech TouchGainsight
There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.
The Economic Value of Customer Success for Enterprise SaaS CompaniesGainsight
Guest presenter Kate Leggett, Principal Analyst from Forrester Research, shares The Economic Value of Customer Success. In this presentation she goes into the real economic and monetary impact that having a Customer Success focus brings to a Subscription business like Enterprise SaaS.
In fact, 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.
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.
What Does It Really Mean To Build A Customer Culture?Totango
Whether you call it customer centricity, customer obsession, or customer focused, putting the customer at the center of your company is the right business approach. In order to be customer centric, however, your organization must operate within a strong, pervasive customer culture that supports the business approach.
But what exactly is a customer culture and how do you build it? Review our webinar slides presented by two industry thought leaders, Claire Burge, CEO of This Is Productivity, and Omer Gotlieb, Co-founder of Totango, to learn:
- The specific cultural changes required to truly embrace customer-centricity
- The processes and systems required for customer-centric culture
- The mind-shifts individual team players need to make toward customer-centricity
For recurring revenue businesses, your business success is directly tied to your customer's success. Make sure you catch the on-demand webinar to build the right customer culture for your company.
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.
MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
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.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
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.
Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits.
But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?
Customer success continues to be an emerging practice as both technology companies and nontraditional industries move to a new subscription revenue model. A maturity model framework helps companies establish their customer success organizations and initiatives, as well as allowing them to see where they stand and how they can improve as they move through the stages of maturity. www.tsia.com.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
How Box Scaled to Millions of Engagements Using Tech TouchGainsight
There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.
The Economic Value of Customer Success for Enterprise SaaS CompaniesGainsight
Guest presenter Kate Leggett, Principal Analyst from Forrester Research, shares The Economic Value of Customer Success. In this presentation she goes into the real economic and monetary impact that having a Customer Success focus brings to a Subscription business like Enterprise SaaS.
In fact, 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.
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.
What Does It Really Mean To Build A Customer Culture?Totango
Whether you call it customer centricity, customer obsession, or customer focused, putting the customer at the center of your company is the right business approach. In order to be customer centric, however, your organization must operate within a strong, pervasive customer culture that supports the business approach.
But what exactly is a customer culture and how do you build it? Review our webinar slides presented by two industry thought leaders, Claire Burge, CEO of This Is Productivity, and Omer Gotlieb, Co-founder of Totango, to learn:
- The specific cultural changes required to truly embrace customer-centricity
- The processes and systems required for customer-centric culture
- The mind-shifts individual team players need to make toward customer-centricity
For recurring revenue businesses, your business success is directly tied to your customer's success. Make sure you catch the on-demand webinar to build the right customer culture for your company.
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.
MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
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.
How Slack Drives Change Management, a Totango webinarTotango
Change is hard, particularly when you are changing the behavior of employees. But Slack has done an unbelievable job in changing the way people work - making it really easy to communicate and collaborate in real time. They have grown to over 6 million daily active users in a few short years since inception. What's their secret?
Rav Dhaliwal, Slack's EMEA Head of Customer Success, gives an encore presentation from Customer Success Summit 2017.
Being the 3rd customer success team member ever hired at Slack, Rav will share Slack's winning approach to driving change and growing adoption. Their method involves 4 phases that are designed to ultimately support a new way of working.
Do you have a product or service that requires change management? Or are you simply impressed by Slack's remarkable growth? Download the webinar presentation and watch the replay!
What kind of metrics should you have in order to be sure that your development project is on right track? ScanAgile 2016 presentation 8 March 2016 with Miika Kuha.
160831 webinar on customer satisfaction (public)Malia Bachesta
On August 31 the Learning Lab team hosted a private partner-only webinar where we shared key learnings on measuring customer satisfaction in the rural and agricultural finance industry. The presentation from this webinar, alongside a short summary of its learnings, are now available online for public viewing.
After 15+ years of leading relationship marketing initiatives, I've developed this blueprint for a comprehensive customer loyalty strategy.
The focus is primarily on digital content subscriptions and SaaS, however these principles will work for any business looking to increase customer loyalty and lifetime value.
Please share your comments and questions!
My contact information is on slide 31 if you'd like a copy.
Actionable metrics in lean product developmentHuong Ngo
A snapshot of important actionable metrics to be employed in full life cycle of lean product development to ensure the "right" product being developed.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
A Step by Step Approach to Actionable Website KPIsUnilytics
Learn How Well Designed KPI’s Immediately Inform How Your Website is Performing. This webinar presents a real world methodology to build relevant KPIs that provide direct feedback on the success of your website and organization.
"Best Practices/Process/Tools for Setting Customer Success Process" with Arun...SaaSBOOMi
This deck cover the following points:
1. Data-driven strategies for retention
2. Engagement operating models (automated vs high touch)
3. Customer Success metrics: NRR vs GRR, expansion, churn, NPS
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
How loyalty programs help brick and mortar retailers win customers back in th...PwC Polska
How to win back customer and prepare for the challenges? How to build brand loyalty? ☛ See presentation from our webinar | More: https://pwc.to/36AoCaA
Similar to What Are Your Next Steps in Customer Success? (20)
Adoption is more than just usage. It’s helping your customer get the most out of your services. Learn how Spark can help you elevate insights to drive desired actions, helping your customer unlock additional value. Learn more at totango.com
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn:
-Detecting, acting on and resolving customer escalations are a part of the Customer Success journey
-How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way
Find the on-demand webinar and more info at www.totango.com.
Totango Spark: The Future of Customer Success has ArrivedTotango
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
- How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, first installment Onboarding, you'll learn:
-How to dramatically improve the new customer onboarding journey
-Be able to meet the milestones in an onboarding project timeline and overall goals
-How to delight end users and enable a consistent and efficient experience
-Ensure the customer post onboarding is adopting the product or service
Find the on-demand webinar and more info at www.totango.com.
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...Totango
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer Success from the session at Technology and Services World '18 in Las Vegas. For more information visit totango.com.
Presented by Ravit Danino, VP of Products at Totango, at Customer Success Summit 2018.
Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1.
Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
Million Dollar Bet - We're All-in In Customer SuccessTotango
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
Presented by Tal Tsfany, VP of Customer Success at Mulesoft, at Customer Success Summit 2018.
Customer Success team members need to think about value in terms of corporate objectives as well as customer objectives. Tal will share how to effectively communicate with company executives to show the value of customer success initiatives.
Building the Customer Centricty Engine in IoT and XaaSTotango
Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.
Presented by Brian Curry, Chief Operating Officer at NICE-Satmetrix, at Customer Success Summit 2018.
Many B2C and large enterprise B2B companies are experiencing the need to expand their established CX practices with the new methodologies of Customer Success. Learn how companies are managing that fusion and the impact it can make.
Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
Complexity is the enemy of adoption. To accelerate the impact of Customer Success, we must think like a customer and architect experiences that are easy and that are effortless.
Leveraging Machine Learning to Delight CustomersTotango
Presented by Erez Barak, Partner Group Program Manager at Microsoft, at Customer Success Summit 2018.
Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018.
Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
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.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
3. The Objective of Customer Success
Effectively manage the customer lifecycle
Proper Lifecycle Management
is done to assure the Customer
achieves their Desired
Outcome
Retention, upsell
and cross-sell will
come from that
Proper Lifecycle
Management is not
done to prevent
churn
4. Defining success in the customers’ eyes
Customers are defining what they want from your product based on their
own motivations
REVENUE
ENHANCEMENT
RENEWAL
RATES
TIME-TO-MARKET
COST
REDUCTION
REFERRAL
RATES
EXPAND SALES OPTIMAL
PRICING
6. What do we do next?
6
Year 1 Results:
Improved Renewal Rates
Customer Satisfaction Uplift
Created a Customer Success Organization and Strategy
Improved Onboarding
YOU ARE HERE NOW WHAT?
Resolved common early life
usage issues
7. #1) Improve on what you’ve built
7
Improved Onboarding
• Continue to improve with new customers
• “Year 1” re-onboarding
• Incorporate data from last year and using
analytics to do so
CS Organization
• Assess skills: do you still need the same
skillsets as when creating the org?
• How have interactions with Marketing / Sales
changed resource needs?
• Do you have the right analytical capabilities?
Created a Customer Success Organization and Strategy
Improved Onboarding
8. #2) Confirm your customer’s motivations (and how those can change)
8
Motivation
Importance,
1 Year Ago
Importance,
Today
Trend
Cost Reduction High High
Speed of Service High High
Improved Customer Experience High Medium
Increased Staff Satisfaction Low High
Better Research Low Medium
Faster Product Time to Market Low Medium
Representative Customer and Feedback on Motivations
9. #3) Focus on the moments the matter and the corresponding playbooks
9
Initial
Onboarding
Submit Existing
Research Claims
Access Performance
Reporting
Enroll New
Products
Receive Credit
(Quickly)
Note: representative moments that matter
Renew / Refresh
Product Licenses
Relative
Importanceto
Customer
Low
High
Moments that Matter on the Customer Journey
Speed of ServiceImproved Customer ExperienceCustomer Segments,
by Motivation
Improved Employee Experience
Playbooks should be organized by motivation and align to moments that matter
10. #4) Apply metering and analytical techniques to drive customer insights
10
Moments that
Matter
Potential Analytical Activities Potential Insights
Submit Existing
Research Claims
• Time-in-motion study with Claim Submittal
• Correlation Analysis of Claims Submittal
and Contact Frequency
• Proactive outreach by customer success,
aimed at user satisfaction
Access
Reporting
• Frequency of reporting requests post claim
submittal
• Proactive reports sent to customer
Onboard New
Employees
• New onboarding analysis across customer
population by month of year
• Revised onboarding communications,
tailored for new employees (with an existing
customer)
NOTE: Receive Credit, Enroll New Products, and Product Renewal typically have analytical techniques applied to those areas as well
Increased Staff Satisfaction Playbook (High Important Moments Only)
11. #5) Align support and professional services offerings to playbooks
11
Moments that Matter Support and Professional Services Alignment
Submit Existing Research
Claims
• Baseline: Self-Service w/ Chat
• Value Add Support: Agent Aided Entry
Access Reporting
• Baseline: Standard Self Service Reports and Customer Created Reports
• Value Add Service: API to Integrate into Nifty Grants into Financial Reporting
System
Onboard New Employees
• Baseline: Tutorial and Self Service Materials
• Value Add Education: One-on-One Session at Onboarding
Increased Staff Satisfaction Customer Playbook (High Important Moments Only)
12. #5) Align support and professional services offerings to playbooks, cont.
12
Initial
Onboarding
Submit Existing
Research Claims
Access
Performance
Reporting
Enroll New
Products
Receive Credit
(Quickly)
Note: representative moments that matter
Renew / Refresh
Product Licenses
Relative
Importanceto
Customer
Low
High
Moments that Matter on this Customer Journey
Support:
Agent Aided Entry
Service:
API Integration
Education:
One-on-One Onboarding
13. Moving up the analytics maturity curve: correlation analytics
13
Writeback /
Data Collection
Reporting Analytics
Core Analytic Functional Capabilities
• Data Collection:
quantitative, qualitative
• Consolidation functions
• Workflows: process
related
• Planning: data /
observation based
• Simulations: driver
based
• Web Reporting: for all
stakeholders
• Ad-hoc: reporting and
data analysis (typically
through a portal)
• Self-service and
discovery
• Channels: Print, Push,
Alerts
• Statistical: correlation,
regression analysis, etc…
• Optimization:
prescriptive modeling
• Machine learning / AI:
decision tree analysis,
classification
14. Engage marketing and sales for new opportunities based on customer
segments
14
Customer Success
Sales
Marketing
Increased Staff SatisfactionCustomer Segment Focus
• Data on usage patterns
• Triggers for considering purchasing
services
• Renewals insights
• Improved sales tactics for NEW staff
satisfaction customers
• Revised discounting approach for
segments
• Revised marketing materials (e.g.,
testimonials)
• Revised promotions
15. Next Steps
15
Align offerings to moments that matter and help the customer
achieve their outcomes
Examine segmentation by customer outlook and key in on
those moments that matter using what analytics you have
Assess your capabilities (honestly) and hire strategically for
what you will need
17. Accelerate the Impact of Customer Success
Visit www.customersuccesssummit.com to learn more!
Save 20% with code PWCWEB through Sunday 2/11
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