Identifying accounts that are ripe for growth and increasing the efficiency of CSMs are critical to scaling and growing Customer Success orgs. Learn how Adobe’s growth segment leveraged data and insights to 1) reduce the number of hours CSMs spent managing their book of business, leading to huge cost savings in operational value and 2) […]
Read More… from Improving Profitability by Unlocking Expansion Revenue
Learn how fast growing companies create effective expansion plans that not only benefit the company but also meet the needs and desires of customers. Emilia D’Anzica, Founder of Growth Molecules, will discuss different expansion tactics with panelists from Talroo, Barry Klein, Vice President, Success, and Andy Trevino, Strategic CS Leadership. Learn practical advice for companies […]
Customer Success has historically focused exclusively on churn and downgrade; CEOs are now expecting Customer Success to drive revenue expansion and help guide the product roadmap. While creating a good experience for partners and customers is a team sport, Custom Success Teams retain the most expansive view of a company’s customers – combining relationships and […]
Building a strong partnership between Customer Success and Sales can supercharge your customer lifecycle. With this partnership, create a seamless experience for your customers – from initial contact to ongoing support. In this session, we will discuss best practices for integrating Customer Success and Sales throughout the customer lifecycle, including identifying opportunities for collaboration, establishing […]
More and more Customer Success teams are taking on revenue responsibility, and as of March 2022, 17% of CS organizations owned the expansion transaction completely. But is this the right move? Join Francesca Cruz, a CS leader who has been responsible for post-sale revenue at two consecutive organizations, as she provides her framework for determining […]
Read More… from Should Customer Success Own Expansion Revenue? The Answer? It Depends.
Where do you start when proving the value of your team or even Customer Success? When you work for a company that has a culture that is self-serve and anti-sales, you need a data-driven approach that involves collecting, analyzing, and showcasing results to prove value. Join Gertie Rizzo, Global Head of Customer Success at Atlassian, […]
Read More… from Proving the Financial Impact of Customer Success
Join Daniel Hayward, CCO of Degreed, as he focuses on strategies to evolve legacy Client Experience functions (Implementation, CS, Support) into areas for real business growth, including the definition and deployment of client-centric Paid and Professional Services. In this session, he’ll discuss how customer organizations can influence and drive real value from upsell and cross-sell […]
Read More… from Transforming CX: Moving from Cost Center to Profit Center
The role of Customer Success is quickly evolving to become a growth driver for businesses. Learn how CS can play a critical role in your expansion strategy through driving highly qualified customer leads. This session will take you through Momentive’s CS journey in building and launching a CSQL program, which led to $3.5M in upsell […]
Read More… from CS as a Revenue Driving Engine: How to Build a CSQL Program that Sticks
At Plex, they’re driving a shorter time to value since adopting a new, modular approach to segmenting and selling products. This new approach meant bigger opportunities for upsell and expansion, but also presented new challenges. How was Customer Success impacted? And how did Plex ensure they stayed focused on driving value and delivering outcomes? Join […]
Read More… from ARR Your Customers Realizing Value? Retention and Expansion at Plex
We experience digitalization constantly; whether at self-checkout in the grocery store or ordering your niece’s birthday present from amazon. The reality is, the world is moving to digital – and in the world of customer success where scaling is top of mind, how do we incorporate a digital touch into our workflows while continuing to […]