Investing In Customer Success: Why Your Board Cares About Your CS Strategy
Growth-stage technology companies invest 6x more to onboard and retain customers, and are seeing the results to back this up. But what elements of customer success are most important in the eyes of your board members, and how is this seen as impacting your bottom line?
You will learn:
- Why customer success matters for your board and shareholders
- How board members view customer success
- How to prepare and present for a board meeting
The Ultimate Power Duo: Partnering CS and Sales Team for Maximum Growth
A strong relationship between Sales and Customer Success is the foundation for a successful customer experience. But what does this path to alignment look like, and what processes are most important for driving shared success?
You will learn:
- How to define customer segments
- Developing joint success plans
- Operationalizing outcomes for renewal and expansion
How a Focus on Teammate Success Can Translate to Customer Success
Customer Success and Teammate Success teams share strikingly similar objectives, with the core focus across both being retention, visibility, and advocacy. But what does a high performing employee success model look like, and how would this lead to happy customers (and vise versa)?
You will learn:
- The correlation between between employee engagement and NPS
- How to foster a culture of innovation in CS teams
- The benefits of humanizing interactions with customers
Extend Your CS Strategy into Your Channel for Partner Success
Enterprise organizations have many different avenues of revenue, and channel partners play a significant role in this. But simply exposing data and information isn’t enough - so how can you ensure your systems, people, and processes across partner organizations are delivering the ideal outcomes for customers?
You will learn:
- What role does the channel play in Customer Success?
- How do we incent and enable partners to invest in this area?
- What data do we need to expose to partners, and how can this drive alignment cross-functionally?
