Aug 7, 2018 | 9:00 AM PT (12:00 PM ET)Streaming LIVE
The official Customer Success virtual workshop

Can’t watch live? PulseCheck will rebroadcast on 9 August at 9:00 a.m. GMT+1 and on 14 August at 9:00 a.m. JST

Watch the 2017 Pulse Recap.

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What is PulseCheck?



About PulseCheck 2018

Going deep at conferences is tough, that’s why we create PulseCheck.

This year, we’re putting the hottest topics from our annual conference, Pulse 2018, under the microscope. PulseCheck is the largest live streaming event in Customer Success. This day-long event features eight 40-minute sessions so you can binge-watch with your whole team. The best part is, it’s free!

We’re pairing together industry thought leaders with Gainsight’s experienced subject matter experts to give you a look at the strategies they use and the science behind them. We’ll dive deep into the Elements of Customer Success and you’ll get actionable, real-world tactics your team can put to use.

Speakers



Nick Mehta

Nick Mehta

CEO, Gainsight

Allison Pickens

Allison Pickens

CCO, Gainsight

Sarah Couch

Sarah Couch

Manager, Global Customer Success Field Enablement, Workday

Saood Shah

Saood Shah

Vice President, Professional Services, Gainsight

Nancy Bray

Nancy Bray

Customer Success Analyst, Workday

Gabe Petersen

Gabe Petersen

Senior Manager, Customer Success, Calix

Elizabeth Tacy

Elizabeth Tacy

Manager, Scaled Customer Success Management, Box

J.P. Mehlhaff

J.P. Mehlhaff

Gainsight Administrator and Program Manager, Box

Colin Burns

Colin Burns

Senior Director, Global Client Delight, Sprinklr

Melanie Brittingham

Melanie Brittingham

Customer Success Manager, Manufacturing, GE Digital

Chris Eastman

Chris Eastman

Senior Staff Customer Success Manager, GE Digital

Kelly DeHart

Kelly DeHart

RVP Customer Account Management, Gainsight

Agenda



9:05 AM
The Science of Customer Success

Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.

Nick Mehta
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Allison Pickens
9:15 AM
How to Turbocharge Your Customer Insights While Making Them More Digestible for Executives

It doesn't matter if you're a born-in-the-cloud company generating massive amounts of customer data or not, you still have so many channels available to collect passive and active feedback from your customer base. But unless those channels can be synthesized into a cohesive view, you're going to miss out on most of your valuable insights. Worse yet, without a unified picture, your signals might be leading you down the wrong path. In this advanced session, you'll learn how to get much more value out of your customer data insights without overwhelming your team or undermining your workflow and systems.

Nick Mehta
9:50 AM
How to Institutionalize Feedback at Every Stage of Your Customer Journey Beyond Just Surveys

What's the first word you think of when you hear the letters "CX?" Chances are it's "surveys." But a best-practice Customer Experience program is so much more than just surveys. There are a lot of ways to gather accurate, insightful feedback, but there's a right way and a wrong way to get that feedback. There are several advanced tactics that will enable you to bake in feedback across the lifecycle, synchronized to each touch point and interaction your customers have with your company. In this session, you'll get actionable advice to institutionalize this system in your organization.

Sarah Couch
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Nancy Bray
10:20 AM
How to Evolve Your Health Score From Reactive to Predictive

At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.

Colin Burns
11:00 AM
How to Build a Customer Journey That's Outside-In not Inside-Out

Here's how most companies used to map a customer journey: They'd start with their initial marketing outreach, advance down the funnel to the signed contract, and then onboard the customer. There would be training, a quarterly or six-month outreach, and finally, renewal or upsell. But think about it: how many of those milestones does the customer care about or even think about? From their perspective, a journey map would look very different. Innovative companies are abandoning this "inside-out" model. Why? Because it doesn't map to how customers actually think or behave. Learn the difference between the old way of thinking and the new "outside-in" way of customer lifecycle management.

Gabe Petersen
11:40 AM
How Box Scaled to Millions of Engagements Using Tech Touch

There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.

Elizabeth Tacy
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J.P. Mehlhaff
12:10 PM
How to Better Align Professional Services to Customer Success

Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.

Saood Shah
12:40 PM
How to Build an End-to-End Process for Defining and Delivering on Outcomes

When Customer Success has a limited scope at a company, it likewise limits the scope of the outcomes that company can consistently deliver. If the Customer Success begins after onboarding and ends before renewal, what sort of effect can your CSM efforts have on customer outcomes? It's absolutely critical that your success planning strategy encompass the whole lifecycle—end-to-end. And that's just for starters. In this session, you'll learn best-practices methods for understanding customer goals, defining them in concrete terms, and building a scalable strategy to deliver on them.

Melanie Brittingham
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Chris Eastman
1:15 PM
How to Design a Value-Based Renewal Management Process

You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.

Kelly DeHart

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