customer-success-strategy 
ChurnZero
MARCH 6, 2020
Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.
Totango
MARCH 3, 2020
Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. What Causes a High Churn Rate?
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ProfitWell
MARCH 2, 2020
When your customers are happy, they stick around. That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships. What is customer success? Let’s dive in.
Intercom, Inc.
MARCH 3, 2020
Our vision is to bring a messenger-first, personal experience to all customer and business communication. Our principles help us make decisions about strategy, roadmaps, design, and more. We use them to make sure we repeat our successes and avoid any known failures. How we think about the outcomes and impact of design.
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Unlock the secrets of successful integrated payments with this comprehensive guide to creating a go-to-market strategy! Discover how software companies can maximize conversion rates, profitability, and customer satisfaction by developing a cohesive value prop and sales story.
Cobloom
MARCH 2, 2020
Churn is the enemy of subscription-based businesses; it measures the rate at which your hard-won customers cancel their subscription to your service. Left unchecked, what seems like a relatively low customer churn rate month-on-month can quickly escalate into a crippling annual churn rate that your business can't sustain.
Sales Hacker
MARCH 4, 2020
If you’re the first sales rep at a startup — or one of them — you’ll be responsible for helping the founders acquire the company’s first customers, establish a system to sales, and achieve wins in an initial niche market. The more product knowledge you have, the more confidence you’ll be able to instill in your executives and customers.
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The ability to accept payments within your software can add tremendous value to your business by opening you up to new customer segments, attracting strategic buyers, and yielding higher monetization opportunities than ever before. It's a great avenue through which to drive more income and reach never-before-accessible heights of success.
Advertiser: Vanilla Forums
In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. Is your Customer Success team as prepared as they should be? Don’t finalize your strategy until you’ve read it!
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes. How marketing to customers generates revenue.
Advertiser: Vanilla Forums
As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.
Advertiser: ZoomInfo
This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics. Here’s what’s covered: How data-driven marketing drives the customer experience. Understanding marketing strategy & performance. The most challenging obstacles to data-driven marketing success.
Speaker: Jamie Bernard, Sr. Product Director and Product Management Practice Lead at Nexient, an NTT Data Company
Creating new software and releasing it into the marketplace to achieve wild success is the dream! The act of onboarding the customer – and putting the customer first during this onboarding – seems like a no-brainer thing to get right, but so many get it wrong. Examples of successful product onboarding strategies.
Advertiser: Vanilla Forums
As customer demands continue to grow, more organizations are looking to digitize their customer support journey, since the more traditional methods of support such as the call-center are no longer fulfilling customer needs. Notable customer behaviours that can drive your digital support strategy.
Speaker: Jason Brett - Founder & Chief Product Officer, Product Coffee
This webinar aims to equip you with strategies and insights to successfully navigate this delicate balancing act.
Advertiser: ZoomInfo
For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns.
Advertiser: Vanilla Forums
In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.
Speaker: Evan Leong - CEO & Founder, Product Signals
Customer feedback is integral to effective problem management and product development for senior product professionals. How do industry leaders like Apple and Amazon successfully leverage customer and market insights to enhance their products, even with vast customer bases and extensive market data?
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The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. As such, people are looking for answers on how to nail their Customer Success initiatives. Whether you’re finding yourself asking “what is Customer Success?” How do you build a Customer Success strategy?
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. But where do you start? But where do you start? Download the playbook today!
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others.
Speaker: Wes Bush, Author of "Product-Led Growth"
As PMs, we all know the importance of building a successful product-led growth strategy. Zoom, Stripe, and Airtable are all examples of software companies with strong PLG strategies. What features do their strategies have that allow them to see continued success in this ever-changing market?
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
Throughout this series, we have been discussing ways to innovate your feedback loops, and strategies for incorporating your customers into the heart of your product development systems. It is very common for your product operation team to feel overwhelmed with the amount of customer data that is available to them.
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At the end of the day, you’re building your product to meet customers’ needs and solve their problems. What better source of insight into what those are and how they’re changing than your customers themselves? You’ll learn: What voice of the customer programs are and why they matter.
Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.
Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity?
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. and master customer rage for an insightful webinar on September 23rd.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development.
Speaker: Lisa Mo Wagner, Product Management Coach, Writer, Speaker and WomenTech Ambassador
Often, product teams fall into the trap of creating a roadmap that doesn’t support timely customer feedback. This strategy is ineffective for developing a valuable product because it does not consider the volume of customer feedback. What a successful Outcome and Data-driven Roadmap looks like.
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