Videos Archive | Page 34 of 84

Are Your Teams Ready? Emerging Churn Drivers: Why It’s Time to Double Down on Value

Churn can happen for many reasons, but a lack of perceived ROI is top of mind for many customers right now, according to new research from IcebergIQ which has conducted hundreds of churn interviews for B2B SaaS companies. Certain events also signal churn risk, the study found. Join Natasha Narayan, CEO of IcebergIQ, and Lane […]

Finally! An Actionable New Metric for Growing Customer Revenue

CS teams typically own and track the following metrics but there are challenges with each. NRR and GRR– Great, but it is a lagging metric Product usage- Tells you what customers are doing, but not why? CSM feelings– Not scalable, not reaching every NPS- Not actionable TheySaid is introducing a metric you can actually act […]

Key Skills CSM Teams Need to Succeed in 2023

2023 presents new challenges for Customer Success Leaders and teams. There is more scrutiny of budgets, more focus on value realization and more internal pressure to drive retention and expansion than ever before. As this is occurring, it is critical that we evaluate the required skills and capabilities of our CSM teams and empower them […]

Fueling Growth: Building the Engine for Customer Lifetime Value and Scaling Digital

Join Christa Quarles (CEO, Alludo) and Wendi Sturgis (CEO, Cleverbridge) as they detail how their companies have forged a successful partnership generating continuous revenue and customer lifetime value growth. The session will cover the global expansion of multiple software brands while simultaneously managing the shift from a perpetual to a subscription business model as well […]

How to Use Training and Education to Supercharge Customer Success

Struggling to scale your current customer success operations at the same rate as your customer base? Introducing: Customer Education! Join Adam Ballhaussen and Samantha Murray, senior leaders at Docebo, for a discussion on how to use customer training to supercharge customer success. Leave with actionable strategies for optimizing your teams, processes, technology, and content to […]

Robots or Real Life? How To Have A Human Connection When Driving With Digital Touch

Digital touch techniques are used by teams for efficiency and scale. This type of customer communication is crucial to being able to do more with less, however companies who leverage automated emails, chatbots, in-app messaging, and others run the risk of customer apathy. In this session, learn how digital strategies can be used as a […]

Navigating Complex Onboarding in Even More Complex Times

Post-sale leaders engage in a forward-looking discussion on the challenges and strategies of onboarding customers for complex solutions. They will discuss the impacts of the uncertain macroeconomic environment in which customer success leaders remain focused on reducing churn and enhancing customer satisfaction, while CFOs are emphasizing the need for hard cost savings and are cautious […]

How Automated Digital CSMs Help Grow NRR on AutoPilot

Join cast.app customers Pure Storage and ControlUp explain how they scale Customer Success, grow with efficiency, save operational costs, and accelerate time-to-value, using automated Digital CSMs, personalization, and generative AI, to drive account and user onboarding, product and service adoption, feature upsells, product cross-sells, renewals, logo and revenue retention, and referrals from promoters and community. […]

From Churn Artists to Churn Scientists: How Restaurant365 is Leveraging Generative AI to Crush Churn

Are you struggling with customer churn at your company? Have you reduced churn before but are now running into the law of diminishing returns to get it lower? Join this session to learn how Dataplant helped Restaurant365 increase its customer retention using generative AI and Gainsight data. Attend to gain invaluable insights and takeaways that […]

5 Ways Customer Success Can Use Support Data to Reduce Churn

Harnessing customer support insights can have a profound effect on your entire organization, starting with CSMs. When your customer success team doesn’t know about a customers’ support tickets, they may not realize there are recurring issues they could help address. When customer success harnesses customer sentiment and support data, they’re better equipped to proactively address […]