Whether your Customer Success organization has 100, 1,000, or 10,000 employees, it never feels like enough. With thousands of commercial customers around the world using hundreds of different solutions, Microsoft needed help scaling to connect the right customer with the right resources at the right time. Rather than add headcount, the company turned to a [...]
Agenda How do you build your Sales and Customer Success organization to enable NRR growth? What does your ideal Customer Profile look like and how do you determine the right KPI:s? 1. Understanding the leading indicators of Net Revenue Retention. 2. Common challenges between sales and CS, including revenue leaks and how to solve real churn issues. 3. Segmenting for [...]
Regardless of your company’s size, target market, or demographics. I'm sure the most serious issue you've faced or will face is CUSTOMER CHURN. And It depends on 2 main factors: 1. The way each user uses your product/service. 2. How engaged your users are with your product/service. While it is impossible to track each user's [...]
Many SaaS companies are talking about making a shift to customer-led growth. But what does customer-led growth really mean, and more importantly, what is marketing’s role in creating and supporting a customer-led growth strategy? ABOUT Tiffany Keel Head of Customer Advocacy @ ClickUp Tiffany Keel is the Head of Customer Advocacy at ClickUp. She's an [...]
Are you an ASC looking for an easy way to keep up with the most impactful changes from the Continuous Delivery process? Simply join Customer Success for this quarterly recurring 30-minute webinar for a review of the highlights from the last three months. Presenter: D2L Customer Success
Automation powered by AI is a critical tool for marketers to drive efficiencies and performance across their campaigns. However, success leveraging AI typically does not happen overnight. Most businesses progress through a variety of incremental steps on their path to transforming data into business results using AI. Join Alex Holub, Co-Founder at Vidora and Head [...]
The Digital Experience Platform (DXP) is an emerging technology that is essential for taking B2B ecommerce to the next level of performance. A DXP serves as the glue that integrates multiple digital systems (customer, product, content platforms) in a way that maximizes the customer experience and the revenue value of their shopping activities. Like any [...]
Aligning Sales and Customer Success is not an easy task. What happens if you disregard it? We ask Jeff Heckler, Director of Customer Success at MarketSource Inc. “Think about what the key activities are for account managers, who handle overall customer post-sales, and customer success managers, who are focused on driving value for your customers. Handover, qualifying [...]
The single most precious resource we have is "time" because without it we can do nothing at all, and we have a finite amount of it available to use. As such we need to maximize the value we get out of the time we have available. The purpose of this session is to provide students [...]
Operationalizing and optimizing your CS organization can take many forms. How do you want to take advantage of technology? Where can you add digital touchpoints? And where is the human element truly needed? Join us as we discuss how you can create a bionic CS organization and learn how: Where to use digital vs human touchpoints What [...]