Our focus at HashiCorp is on customer love. Join as Paul Brook, head of customer success and services, explores how to be prescriptive while measuring value and outcomes for every single customer. Take a closer look as Denise Woodward, Customer Journey Program Manager, shares the prescriptive journey and Hope Blaythorne, Head of Voice of the […]
Read More… from Taking ALL Your Customers on a Journey to Value: Leaving No Customer Behind
Understanding the trends driving Customer Success forward is an important component of optimizing and scaling your CS function. Join Greg Fiore, Partner at Bain & Company, as he reviews the current state of the industry and trends in adoption, growth of CS teams, and the impact of consumption-based models, product-led growth, and a potential recession. […]
Read More… from The State of Customer Success: Trends and Best Practices as Customer Success Scales
As companies look to mature their operations and maintain a world-class customer success strategy, driving scale will be essential. Leveraging the right tools, adopting digital-led strategies and surfacing more meaningful insights from your customer data can help your business scale customer success. Join our panel with team members from Veritas, Clari, and Zebra Technologies as […]
Read More… from Why Operationalizing Your CS Function is Now a Must Do
Customer support signals can supercharge your customer health framework and spot risks and opportunities sooner with greater impact. Health scores are more actionable when you capture qualitative and quantitative data from customer engagements, product usage, and support interactions. In this session, we will present how our team leverages these signals to guide decisions and actions, […]
Read More… from Customer Success + Support: An Unstoppable Partnership
In 2020, Blackbaud adopted a programmatic approach to understanding, tracking and managing customer expectations and outcomes. How did they pull it off? A new, company-wide ‘Outcomes Map’ loaded with codified outcomes, stakeholder tracking, and more. In this session, Dan will share Blackbaud’s journey in maturing their customer success strategy, the key role of systems in […]
Read More… from Codifying Outcomes: Blackbaud’s System for Driving Post-Sale Value
Sticky is a buzzword in SaaS, but we want to avoid causing users to feel “stuck” in our relationship and products. Instead, let’s dig into how to earn their love and commitment to our platforms so they wouldn’t dream of leaving – and become our strongest evangelists. Miro has developed and will share their new […]
Read More… from Do You Really Want a ‘Sticky’ Customer? Earn Customer Commitment Without Entrapment
Technology enables the ability to expand how we all do business and when it comes to developing a partner ecosystem, your organization must consider how to identify the best partnerships for driving success. Though this undertaking comes with its own unique set of challenges, the benefits are great including the ability to further drive expansion […]
Read More… from Driving Success Within Your Partner Ecosystem
Everyone knows what Sales, Marketing, Product, Engineering, etc. do, but nobody really knows what Customer Success does. In this action-packed session, you’ll learn the step-by-step process to communicate your value as a CS leader. When you effectively communicate your value, you can get all the resources you need.Everyone knows what sales, marketing, product, engineering, etc. […]
Read More… from How to Communicate Your Value as a CS Leader
Building trust with customers is a critical part of being a successful CSM, especially when the current economic climate makes it even more challenging to retain customers. Join us to hear how Greenhouse tackles this problem by leveraging data to help their CSMs build credibility with their accounts. We will cover the impact data can […]
Read More… from How to Use Data to Build Trust with Customers
Most Customer Success organizations have good data, but they’re using it wrong. How did Mitek use customer and product data to completely rebuild their engagement models, CSM responsibilities, and company culture? Learn from their victories and mistakes as they developed a Customer Success org designed to achieve better outcomes with less investment by changing the […]