Customer churn is a challenge that all companies face, especially in times of economic uncertainty. At Flatiron Health, even in the best of times, churn is sporadic and unpredictable. Our Customer Success team has had to get creative when developing a way to track risk in their network. In this session, learn how Flatiron overcame […]
Read More… from Building Accountability Through Healthscores, KPIs and Processes
Successfully driving change management and longterm enablement of a new software requires thoughtful, tactical planning. Luckily, Greenhouse’s Operations Team is here to help! Join Rosa Gandler, Sr. Operations Manager, and Calvin Multanen, Operations Manager, to hear about how they partnered with Gainsight to yield full platform adoption and drive value on an ongoing basis. Learn […]
Read More… from How to Deliver Quick Wins and Sustained Value Through Your Customer Success Platform
In times of uncertainty, customers gravitate towards companies that treat them more than just a number. Customer intimacy; knowing your customer better than anyone else, is the key to identifying moments that matter with your customers and ultimately delivering a WOW experience that keeps your customers coming back. Typically, customer intimacy is attained through a […]
Servicing your top customers has an easy answer — high touch. But how do you manage your long tail of customers in an efficient and cost-effective way? We found a solution: extensive use of automation, which includes a framework for proactive versus reactive customer service. In this session, learn how 8×8 has used Gainsight and […]
Read More… from Tackle Your Long-Tail: How 8×8 Scaled CS Through a Holistic Tech-Touch Strategy
Working with partners can be a critical channel to drive additional sales and to scale. However, while this approach creates new routes to market and opens up new market segments, it also creates new challenges for Customer Success. In this session you will learn how the CloudHealth by VMWare team invested in Partner Success to […]
The value from your CX initiatives stems from the actions you can drive from your insights. That requires turning disparate perspectives across your customer base into a narrative that executives and organizations understand and buy into. In this session, learn how Zenefits went from tracking an NPS score to truly leveraging customer feedback to drive […]
Find out what Jill Favro Sawatzky, VP of Customer Success & Advocacy at Commvault, has learned in the process of implementing Gainsight at three different companies. She will discuss both tactical and strategic best practices in implementing and using Gainsight in different Customer Success organizations. […]
Read More… from My 3rd Ride With Gainsight And What I’ve Learned
During times when the future is hard to plan for, it’s best to rely on what you already know. This is truer than ever in the SaaS industry. Organizations can reliably know what money is expected from their upcoming customer renewals and when. But do you have a system to efficiently get from now to […]
Read More… from Managing Uncertainty: Reducing Revenue Leakage through Optimized Renewals
Delivering outcomes for customers requires providing your team with a prescriptive approach to value delivery. At Tableau, the challenge was in curating best practices from a diverse customer base with a wide breadth of use cases. In this session, learn how the operations team launched Tableau Blueprint, aligning the organization around consistent terminology, and operationalized […]
Read More… from The Tableau Blueprint: Driving Outcomes Around a Maturity Model
Come to this session to learn how to make Customer Success a company imperative. We will share insights on how to position CS as the hub of the sales motion and create a unified customer experience throughout their journey. We will focus on transitioning customers seamlessly from Sales to Success. […]
Read More… from End-to-End Success: How Splunk Integrates Value Across Sales, CS, and Product