Without real-time visibility into the progress and health of onboarding/implementation, CSAT and adoption suffer. At Plex Systems, we use Gainsight to survey customers and partners regularly during implementation, giving us accurate health scoring and early opportunities to turn customers into fans before Go-Live. We’ll cover the good, the bad, and the ugly about how we […]
Read More… from Onboarding Blind Spots Crashing Your Adoption? Gainsight for Project Governance
Though sometimes overlooked as a key component of Customer Success, Customer Education can have an enormous impact on the entire customer journey. Come listen to Jill Sawatzky, COO from Thought Industries, discuss how education has a positive impact on almost every aspect of your customers’ success including customer satisfaction, adoption, renewals, and revenue growth. In […]
Read More… from Put Me In Coach! Why Customer Education is the Goalie of Customer Success
No one buys software for software’s sake. They buy it to achieve value and outcomes for their business. It is this premise that Khoros’ customer team has rallied around. In this session, we’ll discuss how this translates to being customer-centered while remaining employee-focused and how we’ve leveraged both process and technology to deliver great service […]
Read More… from Starting at the Finish Line: Build CS Processes From Expected Customer Outcomes
As technology companies shift to subscription models, go-to-market strategies need to be modernized with Customer Success. This session will cover key considerations for CS teams during their planning for this transition from on-premise to the cloud. Come and learn about how to avoid common pitfalls and ensure a strategy that will fuel your future success. […]
Read More… from The Role of CS in On-Prem to Cloud Transitions
Rockwell Automation is a 119-year-old company that has mastered the Industrial Automation space but faces a new set of challenges in its pivot to software. In this session, Rockwell’s Head of Global Customer Success will explain what customer success looks like at a $7 billion company with over 24,000 employees across the globe. Join us […]
Artificial Intelligence (AI) is often thought of as being a futuristic concept that is complicated to understand and even more complicated to apply in the world of Customer Success. The future is now and there are tools and methods that make it easy for you to bring the power of AI to your customer success […]
The folks at Gong built and launched a community in exactly 76 days and you can too! Join Gong’s Head of Community, Nisha Baxi, as she shares insight into their approach and key lessons learned along the way. Attendees will learn how to: Build and launch a community in less than 90 days Create a […]
Read More… from 90 Day Community: Happily Ever After the First 10 Customers
Want to learn how a team of two CSMs manage over 1,000 customers – and with lower than 1% churn? Hear the story of how the Dealerware CS team scaled by marrying Gainsight’s NXT and PX platforms through a creative, collaborative effort with their CS Ops team. You will uncover how to: Unlock value with […]
Customer community…for 100 customers?! Yes indeed! Customer communities have been unfairly viewed as nice-to-have case deflection tools, but if used properly can become the cornerstone of your digital customer success strategy, even in high-touch engagements. In this session, Alex Farmer, Vice President of Customer Success at Cognite and founder of Customer Success Excellence, will share […]
Recognized as a Best in KLAS vendor for 2021 & 2022 in population health management as well as data and analytics, Innovaccer, Inc. is a leading healthcare technology company committed to helping healthcare care as one. In this session, Vikram Khanna, VP of Customer Innovation will describe the evolution of customer success and innovation as […]
Read More… from Customer Innovation in Healthcare: Population Health and Value Based Care