Videos Archive | Page 30 of 84

A+ Advocacy: How To Build Processes That Celebrate Your Customers and Your Brand

Advocacy is one of the most underrated metrics in CS, but is critical in building brand presence, growing NRR, and creating momentum for new sales. With the proper approach, advocacy not only celebrates customer achievements, but also strengthens relationships and the outcomes your product delivers! Join Brittany Pais, VP of Customer Experience, and Katelyn Turner, […]

Scaling Experience + Driving Outcomes in a Competitive Market

Customer success organizations across industries are dealing with the impacts of increased competition and macroeconomic pressures on their retention rates. To retain and grow, companies need to invest in both experience and outcomes over the customers’ lifetime. Join us to learn how Drift has evolved their strategy to meet customers where they are and help […]

Customer Education is the Core of Customer Success

In customer success, outcomes matter. If a customer doesn’t learn to use your products to achieve their desired outcomes, they churn! This is why customer education should be at the core of your customer success strategy. A well-defined program acts like a GPS for your customer’s learning journey. Join Dave Derington, Director of Customer Education […]

Building a Scalable Self-Service Ecosystem that Drives Digital CS

Delivering outcomes and experiences to customers through a blend of digital and human channels can seem daunting. Especially at LinkedIn, where tens of thousands of customers get to decide when and how they want to engage. Join the LinkedIn team to discuss how they created high-quality self-serve customer experiences that are responsive, relevant, frictionless, and […]

Building an Effective Phased Beta Program Leveraging User Feedback

When implementing major overhauls to your user interface, it’s essential to listen to your customers inputs and feedback along the way to fully address their pains and needs. Join this session to hear how Trimble used Gainsight PX and Split.io to completely overhaul e-Builder’s +25 year-old user interface by incorporating customer voices in a phased […]

How to Build the Thriving Community Your Admins Need

Picture this: you’re on a roller coaster, your world just blue sky, wind in your hair, and adrenaline pumping through your veins. Since your product’s admins are constantly breaking new ground, and are learning your tool for the first time, their career feels just like that. Meanwhile, your customers’ outcomes hinge on the results of […]

Connecting People Leaders in a Virtual-First World

Driving genuine connections and cultivating thought leadership are key objectives for every community manager, but achieving these in a distributed and virtual-first environment can be challenging. Join Sequoia’s Community and Product Marketing teams to learn what tactics they used to embrace and build a thriving digital community. They’ll share their experiences and learning on how […]

Operations & Enablement: The Power Duo for Customer Success

Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going […]

Quick Start Guide: How Launching Product Analytics Drives Growth

Understanding how customers are adopting products is a fundamental element of Customer Success, but establishing that baseline analysis takes work and strong cross-functional collaboration. Learn how the Custer Success team at Dealerware navigated organizational changes and challenges to prioritize product analytics and implement the Gainsight PX platform, delivering immediate value to their CSM team and […]

How to Increase Capacity Without Increasing Your Headcount

In an era where doing more with less is paramount, it’s crucial for organizations to rethink efficiency strategies. Join us as we delve into an innovative approach to increasing capacity without expanding headcount. Discover the untapped potential of optimizing the customer experience as the efficiency multiplier. Through a practical framework, we’ll guide you in transitioning […]