A scalable customer adoption strategy is no longer a “nice to have,” but instead, a necessity. As businesses continue to review named CS resourcing allocations to customers whilst looking for more efficient ways to track and deliver outcomes, understanding how to influence adoption using a programmatic approach becomes ever more critical. Join ZoomInfo’s Director, Customer […]
Read More… from Building a Customer Adoption Model That Tracks and Scales Customer Engagement
Leading with a CX-first mindset puts customers at the center of everything we do and yields the biggest outcomes to organizations, individuals, and our customers. Join me as I dig into Splunk’s framework which is at the heart of defining our customer journeys. With insights from our engagements, we are able to define the set […]
Read More… from Leading with CX: How a Customer Journey Framework Can Help Shape Success
Companies win when their customers get the business results they came for. But it’s easy to mistake outcomes for results. This is a trap lots of Success orgs fall into: bad for their customers, and worse for them. LearnUpon is adopting a results-oriented customer experience model that touches every team and function. It’s a work […]
Read More… from Beyond ROI Toward a Results-Focused Customer Experience: Lessons Learned (So Far)
Elvis, Tom Cruise, twerking and the chocolate chip cookie…some of the finer gifts from North America that have crossed the Atlantic into Europe. Now there’s one more gift. The gift of ‘lessons learned’ when it comes to transforming a technology company into an effective, efficient and scalable Net Revenue Retention machine! It’s simply the nature […]
The importance of User adoption and Change management as key drivers of customer outcomes is accentuated more than ever in front of the disruptions that we are facing: Covid, natural disasters, wars, and now the pending recession. These disruptions have an immediate impact on new customer needs and consequently on vendor retention, churn, expansion and […]
Read More… from Accelerate Software Adoption and Change Management in the Face of Recession
We show proven and measurable ways for a CS Leader to position your CS organisation at the centre of your company strategy whilst using actionable health scoring to avoid churn, increase revenue and make your customers successful. […]
Read More… from Delivering Value Internally & Externally – Proven Strategy & Tactics
It’s a tough market for both sourcing top CS executives and for job seekers looking for new CS roles. Join Ben Watkins, from Intrinsic Search, as he shares the key challenges SaaS firms have faced when trying to hire great CS executives in Europe. He’ll also present new and modern ideas (and salary levels) to […]
How to create an ‘unbeatable’ strategy to measure customer sentiment and scale your Customer Success organization globally through increased Product Engagement. Learn how the team at ReviewPro implemented a product engagement process as the first key part of their scalable customer lifecycle journey. Setting key measurable metrics within their software for their clients has been […]
Read More… from The ‘Unbeatable’ Product Engagement Strategy to Support Worldwide Growth
If there’s anything any CS leader talks about these days, it’s Digital Customer Success. The notion of having to scale, or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Yet, there’s so many possibilities that it’s hard to get a structured program […]
Read More… from Building a Digital-Led Program from the Ground Up
One of the most effective and established communities with the SaaS space is Salesforce’s Trailblazer Community programme. Join this session and hear from one of the original trailblazers herself, Christie Fidura, as she shares best practices for building, engaging and nurturing this powerhouse of a community. Audio Recording […]
Read More… from Salesforce and its Trailblazer Community: Mutual Respect Fueling Mutual Benefits