The workshop has a short presentation about the CS function. The rest will be Q&A to provide actionable steps to help transition into CS. About this event We are Melo Associates, a Recruitment Firm based in Chicago that focuses on Customer Success Recruiting. We get many questions from awesome professionals that want to move into the […]

Inflection points and wild cards continually threaten to shake up industries. However, future-fit organizations survive disruption by actively sensing and responding to changes. Still, more than 60% of organizations do not have a formal process for this type of trendspotting, according to a Gartner survey. Executives who are not adequately trendspotting already likely will miss […]

Presented by Alan Mc Glinchey, Intercom | Abby Olorunnife, Linktree | Dmitry Olenov, Lokalise | Miguel Caetano, Lokalise About this talk In this webinar, we will dig into customer support localization or, as they say in the UK/Ireland/Australia, localization! We will be joined by an excellent panel of guests: Abby Olorunnife, Customer Communications Specialist at […]

We’ll look at effective ways to follow-up with customers. We’ll also demo the follow-up tool included in every sales training subscription. About this event In this webinar, you’ll learn easy and effective ways to follow up with your customers. You’ll also learn to use the customer follow-up tool included in your Furniture Sales Training subscription. […]

The long-term success of your business, and your ability to drive market-leading Net Dollar Retention, depends on your ability to retain and grow your current customer base. As the value center of your recurring revenue business, Customer Success plays a crucial role in powering this growth engine. To unlock the potential of this organization, and […]

How do you get the coverage model right for Customer Success as you grow? Is it possible to do more Customer Success with the same resources? Can we scale effectively AND improve the customer experience? Join our webinar with special guest Natascha Evans, VP Global Enterprise Customer Success at Salesloft. Agenda 1. Common challenges in coverage as […]

Everyone knows that CSMs need a good range of soft skills to be able to perform their role, but what are “soft skills”, and which ones are the most important for CSMs to have mastered? Join award-winning author, speaker, and Customer Success trainer Rick Adams as he provides a detailed description of the exact knowledge, […]

Customer retention directly affects organizations’ growth strategy. Over half of customers seriously consider suppliers other than the incumbent as their renewal or repurchase dates approach. Chief sales officers (CSOs) often underestimate the customer success team’s impact in guiding customers to current value realization and its potential to drive growth. CSOs need seamless interaction partnerships between […]

Join us for a two-part workshop on the fundamentals of customer discovery. About this event Every successful entrepreneur knows that customer discovery is an essential first (and ongoing) step in creating a new product, service, or business. Understanding who your potential customer is, what keeps them up at night, and what motivates them to solve […]

ABOUT COFFEE BAR CONVERSATIONS 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 […]

In today’s economy, customer retention is more important than ever. So Harvard Business Review Analytic Services recently asked business leaders how they’re meeting the moment—and 88% said ongoing customer engagement is critical to their bottom line. But what does that mean for marketing teams? Join us as we dive into the just-released Harvard Business Review […]

The Customer Conference Dublin 2022 image The Customer Conference – the leading CS conference, is coming with its Dublin edition in October! This Autumn, we are bringing leaders and individual contributors from all corners of customers success to uncover our Pathways to Growth! Join us to discuss everything about CS and growth – be it […]

Join us on October 4, 2022 11:00 AM PT / 2:00 PM ET Join Adrian Speyer, Head of Community at Higher Logic for a discussion on how community drives outcome across the customer journey. Adrian will share an action plan on each customer touchpoint and the outcome you can impact, with examples of real-life communities. […]

For passionate professionals to share knowledge on customer retention & growth, career progression & move customer success up the agenda! About this event Welcome to The Customer Success Conversation! This free monthly online meet up brings together customer success professionals to meet peers, learn from others and share your own experiences in a safe and […]

This session is designed to provide an overview on customer journey mapping. About this event This is part two of a three part marketing series. This session is designed to provide an overview on customer loyalty, setting it up within your business to be able to create loyal customers who will help you reach your […]

Build A Durable Business & Scale Your Team Gainsight gives you the tools you need to become more effective than ever before in driving wildly successful customer outcomes and helping users discover and fall in love with your product. Join us as we showcase the latest and greatest product enhancements that will help you build a durable business. […]

Improve efficiencies, accuracy, and customer interactions with the power of visual assistance. Arm your CX teams with AR-powered visual assistance tools to increase ROI, customer & employee satisfaction, and other key KPIs. Meet your customers any time, anywhere and on any device. See what your customer sees and solve with empathy and efficiency. Connect project […]

Recent years have seen businesses moving from legacy suites and DXPs to stacks comprised of developer-first, best-of-need composable technologies. But there are two huge barriers to widespread adoption: 1. Marketers can’t easily work with headless APIs to create digital experiences 2. Websites can’t run on CMS alone, so developers are forced to spend hundreds of […]

Customer Success Management potentially provides a great ROI for many companies, but the costs of service can easily get out of hand if left to its own devices. What can CS Leaders do to help create a lean and efficient CS service that also offers a high-quality experience for all customers? Direct link to the Live Room […]

Tuesday, Oct. 18, 2022 at 9 a.m. PST | 12 p.m. EST | 5 p.m. WEST The value that artificial intelligence can bring to contact centers in 2022 and beyond is already well-understood—so much so that 85% of CX professionals believe it’s important to leverage AI and automation now. Despite recognizing this potential for AI, […]

Being customer obsessed should always be the first, second, and third priority for any B2B SaaS startup when packing for serious growth. As the word recession is starting to trend these days, we give you the top 5 customer success strategies to help accelerate long-term growth and resilience. Why you should attend The greatest SaaS […]

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 […]

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 […]

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 […]

Presented by Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions About this talk Traditional Conversational AI Pilot’s are failing to be productionised at an exponential rate. In this session Serkan Ibrahim, VP Europe at Kore.ai and Wayne Butterfield, Global Head of Intelligent Automation Solutions, ISG, seek to uncover […]

ABOUT COFFEE BAR CONVERSATIONS 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 […]

During this webinar our Customer Success Team will provide an array of valuable and informative best practice recommendations for the successful management of your Contact database.  This session will cover: •            Tips and Tricks of the Contact Upload file •            Contact Self-Management •            Are any Contacts unreachable during a critical event? •            What Upload Options […]

Onboarding is one of the most critical parts of making sure your customer journey is launched well, but how do you know if your program has everything you need to make that happen? Join us on Monday, October 31 at 11 am ET to walk through the areas of the onboarding journey that can open […]

Forms of employee recognition and rewards have been a part of organizations for over a century to improve employee engagement and retention. Over the decades, approaches have been modernized and companies are implementing more holistic recognition strategies to improve the overall employee experience. This session will share combined experiences and learnings from hundreds of organizations […]

Join us November 2, 2022 11:00 AM PT / 2:00 PM ET The sales motion doesn’t stop with the sale. In a subscription-fueled XaaS world, landing the deal is just the start. What you do throughout the customer lifecycle has a massive impact on your growth and profitability. That’s why TSIA tells our members that […]

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 […]