How to Build the Ultimate Customer Success Board Presentation Image

How to Build the Ultimate Customer Success Board Presentation

October 19, 2017 @ 10 am (PT) / 1 pm (ET) Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized. Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting. In this webinar, you will learn: The top three things every CS leader should include in their deck What board members really want to know about Customer Success How to blend metrics, tactics, and strategy into a seamless presentation And much more Can’t attend live? Register anyway and you’ll receive a […]

844 registered October 13, 2017
Customer Success Showcase: Inside Adobe’s Best Practices Implementation Feedback System Image

Customer Success Showcase: Inside Adobe’s Best Practices Implementation Feedback System

October 25, 2017 @ 9 am (PT) / 12 pm (ET) Implementation is the most crucial and delicate stage in the customer lifecycle. So many churn events trace their roots back to a problem during the onboarding—likewise, a smooth implementation can pay big dividends when renewal comes around. The key to getting customers up and running with your product is being able to solicit, understand, and adapt to customer feedback throughout the process. A closed-loop Voice of the Customer system is essential. Adobe has leveraged Gainsight for VoC to improve implementation CSAT from 8 to 9, as well as leveraging data generated through customer feedback to launch a fully automated onboarding segment that retains a high CSAT score. Join Adobe’s Program Manager for New Customer Experiences, Domenico Batteate, and Ganesh Subramanian, Director of Product Marketing at Gainsight, as they go behind the scenes of a highly effective implementation workflow fueled by a best-in-class VoC process and toolset. In this webinar, you’ll learn: When to reach out What questions to ask How to automate the process for low-touch segments And much more Can’t attend live? Register anyway and you’ll receive a copy of the slides and recording as soon as the […]

659 registered October 6, 2017

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Aligning Sales and Customer Success Image

Aligning Sales and Customer Success

For subscription businesses, it’s abundantly clear that your customers have choices (and power) like they’ve never had before. There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Otherwise, you’ll be in danger of downsells and churn. Join these three speakers in a webinar on the topic of aligning Customer Success and Sales: Dan Steinman, GM of Gainsight EMEA Jennifer Yorke, Managing Director of EMEA Client Success at Bazaarvoice Hannah Godfrey, Founder of Godfrey Group Have you set up clearly defined prospect and customer segments? Have you established a proper Sales to Customer Success handover process? What type of feedback loop have you created? Tune into the webinar to find out the challenges of aligning Customer Success and Sales departments, as well as the means to solve those challenges.

844 registered October 11, 2017
3 Critical Steps for Aligning Sales to Customer Success Image

3 Critical Steps for Aligning Sales to Customer Success

Jennifer Yorke is the Managing Director, EMEA Client Success at Bazaarvoice. Bazaarvoice helps brands and retailers find and reach consumers, and win them with the content they trust. She has a passion for scaling high growth tech businesses, with a focus on international markets and the post-sales environment. Jennifer is a mentor at startup incubator Seedcamp and previously held customer success roles at Box, HootSuite, and HubSpot in London. In traditional software sales, it was possible to build a successful company without being overly concerned with what you “threw over the fence.” Customers would often sink millions of £/$/€ and multiple years of effort into a software purchase and implementation and, as a result, were basically stuck making things work. In fact, we often joked that, after all that money and effort, if someone complained when we rolled it out, we simply fired that person. Not so with software as a service (SaaS). In the SaaS world, our customers have choices (and power) like they’ve never had before. Switching costs tend to be much lower and, because of the subscription model, we give them the option to say “no” long before we’ve achieved our hoped-for lifetime value. All of this […]

204 shares October 5, 2017
Customer Success = Customer Outcomes + Customer Experience Image

Customer Success = Customer Outcomes + Customer Experience

Winning businesses have been paying attention to the customer’s experience for decades now. CX is a fundamental part of building a brand, winning repeat buyers, and engaging happy customers in your Sales & Marketing strategy. But CX is only one half of the equation. Happy customers with bad outcomes give you none of those benefits. In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company. You’ll learn: Who owns the customer experience/outcome in a best practices post-sales organization How to consistently leverage great experiences and outcomes into increased upsell, cross-sell, and retention How to align with Sales & Marketing from early pipeline stages through closed-won, onboarding, and renewal How to dovetail the Buyer’s Journey to the Customer Journey to drive predictable growth And much, much more

832 registered October 12, 2017
Digital Marketing Platform Company Drives 20% Increase in Retention Using Gainsight for Channel Partner Success Image

Digital Marketing Platform Company Drives 20% Increase in Retention Using Gainsight for Channel Partner Success

“Partners can do a much better job at retaining customers if they have 360-degree view of their clients and know what to focus on. Gainsight has helped us to organize and share all that data with our partners.” A leading digital marketing automation platform is experiencing rapid growth through a robust network of over 1,000 partners. To serve their customers and partners, their Customer Success function is divided into CSMs who serve direct customers and Partner Success Managers (PSMs) who help partners manage their portfolio. While this market leader uses Gainsight to drive outcomes for both segments, this study will focus on PSMs. The customer base managed through PSMs represents about half of their total customer base. As a digital marketing solution, their partners are mostly digital marketing agencies and consultants who will sell the platform as part of a marketing strategy. Challenge Selling through partners was a key way for Gainsight’s client to scale, but it presented a new set of challenges for their customers acquired through the channel. Those customers did not have the same access to best practices, information, structured implementation, and a defined journey that was provided to direct customers. The disparity in the customer experience […]

4 min read September 22, 2017
Continuum Saves $5 Million in ARR Using Gainsight for Partner Success Image

Continuum Saves $5 Million in ARR Using Gainsight for Partner Success

“Before Gainsight, by the time we found out about a partner risk it was already too late. Now we can take a proactive approach to manage risk. It has saved us over $5 million in ARR since we implemented.” Continuum is an IT management platform that sells 100% through channel partners. Continuum’s partners are Managed Service Providers (MSPs) who provide IT & Security solutions to small and medium businesses around the world. The end-customers span a broad variety of business and industries, ranging from restaurants to boutique shops, doctors offices, libraries, and more. In this model, partners are the key lever for growing the business. Since contracts are not part of Continuum’s partner relationships, it’s critical to proactively manage the partner relationship and consistently deliver stellar results. By improving partner time-to-value, partner knowledge and training, and fostering partner success, Continuum is able to help their partners deliver Continuum products and solutions to the end-client more quickly. Download the case study to read the rest now.

1 min read September 21, 2017
The Essential Guide to Channel Partner Success Image

The Essential Guide to Channel Partner Success

There’s more to Customer Success than delivering customer outcomes. The discipline embraces the idea that success for customers means success for everyone including manufacturers, service providers, partners, and other stakeholders. Times are changing—subscription services are giving customers more power over where their money goes. If they want to keep up, Channel parties need to adopt a customer-centric mindset to drive success throughout the Channel.

3 shares September 20, 2017
Gainsight Partner Pyramid Image

Gainsight Partner Pyramid

Successful business relationships are a joint effort. But, when you’re working with a variety of Channel Partners, you’ll find that this is easier said than done. Every business has individual goals and with that, their own definition of what ‘success’ means to them. This infographic gives you a look at the motivations and expectations that come with three types of partner relationships: strategic, value added, and velocity. You can use these insights to create your own Partner Success Program and drive success for all constituents, from Vendors to Partners to Customers. In this datasheet you’ll learn: How to model your Partner Success Program Three types of Partner relationships Strategies and considerations distinct to each Partner segment How each Partner type views their offerings and your partnership How each Partner type approaches customers

1 min read September 20, 2017
The Essential Guide to High Touch Customer Success Management Image

The Essential Guide to High Touch Customer Success Management

Just because High Touch CSM involves more human capital, face-to-face interaction, on-the-fly decision making, and higher-level strategy doesn't mean that process is less important. It's exactly the opposite. Adhering to operational best practices and tactical processes is even more crucial for ensuring the success of your largest footprint customers.

413 shares September 22, 2017
New York in a Customer Success State of Mind Image

New York in a Customer Success State of Mind

“One can’t paint New York as it is, but rather as it is felt.” – Georgia O’Keeffe As a child growing up in Los Angeles, I’ll admit that I may have developed a bit of a superiority complex about California—even having convinced myself that LA was the greatest city in the world. I mean, can you blame me? The entertainment industry in Hollywood, the beaches of Malibu, even the weather helped me solidify my case that there’s nowhere in the world quite like Southern California. For the record, I’m also the guy who teared up watching La La Land. However I’ve always had a genuine curiosity, or even romanticism, for that other city on the other coast. It would sneak up on me when watching an episode of ‘Friends’ or ‘Saturday Night Live,’ or listening to the latest Jay-Z album. Those in the know would rave about New York City as being the true center of the world—and after a few weekend visits and work trips in my twenties, I finally appreciated what others had observed all along. But visiting New York and actually living in New York are two completely different experiences. You can imagine my reaction when my […]

108 shares September 13, 2017

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