Customer success is about driving customer outcomes and an exceptional customer experience. Join this session to learn how a Gainsight CSM uses the DEAR Framework (Deployment, Engagement, Adoption and ROI) to measure customer health and drive an outcome-oriented approach to CS. […]
Managing customer risk is a big part of any CSM’s responsibilities. In this session, you’ll learn some best practices on risk management and escalation frameworks, as well as how to mitigate risks to prevent churn. […]
World-Class NRR is the ROI of Customer Success. Whether you handle renewals or partner with sales to bring them across the finish line; or whether you own an expansion goal, or just a retention goal– cross-sell and up-sell are your job! Learn how a CSM can drive more opportunities and expand by leveraging their strategic […]
Read More… from Cross-Sell & Upsell: Yes, It’s Always Your Job
Join this session to learn how to listen to your customers and close the loops in order to deliver exceptional experiences. We’ll also uncover how to mobilize your promoters and turn them into advocates. […]
Read More… from How to Create Exceptional Experiences and Build Advocacy in your Customer Base
If you are targeting go-live as the first point to start focusing on building a great customer experience, then you are waiting too long! Your customer success strategy needs to start with client onboarding. GUIDEcx founder and CEO, Peter Ord, will explain why client onboarding is such a crucial step in the customer journey and […]
Read More… from How Client Onboarding Optimizes Lifetime Value through Retention and Expansion
Companies trying to scale their revenue growth are constantly looking for ways to generate more qualified leads in a cost-effective manner. Expansion plays are no different. In order to drive more expansion revenue to closure, companies depend on their customer success teams to identify, qualify, and (in some cases) close expansion opportunities. In this session, […]
Read More… from Supercharge Your Expansion Revenue with Customer Success Lead Generation
The world moves fast and customers, now more than ever, expect that speed to translate into their business. At the same time, companies understand the importance of building deep customer relationships and partnerships. Join our panelists to discuss how these two concepts come to life, together, with real-time communication. Understand how using tools like Slack/Teams […]
Read More… from Using Real-Time Communication to Build Lasting Customer Partnerships
What do Formula 1 and Airbnb have in common? They both have lessons to offer on revolutionizing your post-sale organization! Join us as we deconstruct innovative frameworks that will help you turbocharge your post-sale processes and elevate customer satisfaction. Learn about the cornerstones of a post-sale org needed for sustainable success at scale and how […]
You’re being asked to do more with less AND manage, retain, and drive growth of your customers. These do not have to be at odds, in fact, they can be tackled together through customer education. By playing an integral role at every step of the customer journey, customer education drives business outcomes for your organization […]
In this session, Todd Kirk (SVP, BrainStorm) and Greg Daines (CEO, ChurnRX) will share key findings from ChurnRX’s 2023 Customer Churn Benchmark Report – and how to translate them into action using BrainStorm’s disruptive client enablement platform. Join us as we discuss: 1) Phantom success metrics, 2) The new data-backed renewal indicators, 3) Connecting the […]