While companies have positioned customer success as a proactive team and customer support as a reactive team, recent data shows that’s actually not the case. In fact, 36% of support incidents relate to customers asking how to use product features or capabilities, indicating gaps in customer training and onboarding. In reality, both teams offer frontline [...]
Dear CSMs, please be advised that the place of our Customer Success Leadership Conversation webinar will be held via Zoom. Same time at 5:00 PM UK/ 1:00 PM EST/ 10:00 AM PST For this month, join Rick Adams, Peter Armaly, Maranda Dziekonski (she/her), and Chad Horenfeldt as they talk about Calculating ROI from Customer Success Initiatives Direct link to [...]
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive [...]
End-to-end data lineage provides essential transparency for organizations to harness the power of data in the cloud to deliver business value and improve operational efficiency. Having a solid understanding of where data originates, its movement throughout the organization, its transformations, and its usage empowers data consumers and enables a variety of data-driven initiatives. With comprehensive [...]
Once you have your Customer Success plan ready to go, it's time to think about your tech stack. What's most important to you? How will your CS tool fit with the rest of your tools? Join us as we discuss what truly matters about designing your tech stack for success and learn about: High-level buying [...]
Coffee Bar Conversations is a series of informal interviews conducted with both acknowledged experts and up-and-coming new thought leaders in the Customer Success space. Each conversation has its own topic – typically a topic that is either particularly relevant at that time, or one in which the guest being interviewed has a special interest or [...]
Most CSMs are tasked with the responsibility to increase renewals, both from the perspective of customer retention (ie decreased churn) and from the perspective of increasing revenues (ie higher value sales). A CSM's performance can often be partially or even wholly measured by how well this is accomplished. This short session will examine how a [...]
An informal monthly catch up for Customer Success Managers of all levels to meet, discuss challenges over a coffee. This CSN Café is organized for Customer Success Managers of all levels to meet, discuss challenges and share industry best practices, face-to-face or remotely, over a cup of ☕️ These cafes provide a great opportunity to [...]
Partner networks are an increasingly important avenue to increase product and service sales, and to deliver service engagements. For a third of tech companies, 75% or more of revenue comes from reseller partners. And on average, 18% of professional services projects are delivered by subcontractors or partners, but these projects average a much lower margin [...]
Wednesday, Nov 30, 2022, 2:00 - 3:00 pm EST Success as a CS leader means finding the right team structure, workload, and engagement model to hit your goals - and it may take some realignment to get you there. Discover the why, the how, and the hard-won lessons of a big a$$ book shift with [...]