Category: Customer Success

TSIA 2018 Fall TSW: The LAER Effective Company

The theme of TSIA’s recent Technology Services World conference was “LAER Effective Company”. TSIA’s LAER model is a framework that breaks the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. Hubert Selvanathan reflected on TSW 18 and the numerous discussions at the conference and took away four highlights in driving to a “LAER Effective Company”.

Do You Measure Up in the Subscription World?

With the shift to subscription and cloud, executing on a post-sales engagement model is critical for sustainable growth. Steve Deutsch observes that in addition to post-sale operating models rapidly transforming to support the subscription mandate, new benchmarks and metrics are required to better measure the progress, efficiency and value of post-sale functions.

Insights on Driving Product Adoption Today

Hubert Selvanathan and Manisha Mishra recently facilitated an executive workshop for Customer Success leaders that focused on strategies and tactics critical to driving product adoption. Hubert summarizes four key insights that emerged from the session, which was hosted by WalkMe and Gainsight.

Three Key Elements to Delivering Customer Success at Scale

Gainsight’s Pulse 2018 conference highlighted the increasing importance of the Customer Success function and its role in retaining and expanding existing customer’s engagement to drive a successful recurring revenue business. While most companies present had Customer Success strategies in place, many were struggling with creating frameworks and processes to deliver Customer Success at scale. In this recap, Meenakshi Sharama highlights three key themes for establishing and scaling the Customer Success capability that emerged from the conference.

The Importance of Blending Service and Sales Motions

The theme of TSIA’s recent Technology Services World conference was “Blending the Service and Sales Motions,” and it was clear by the end of the conference that there is significant and compelling rationale for doing so. To blend them successfully, each function must embrace a new operating model centered around three critical mind shifts.

A Guide to Composite Health Scoring

The fundamental underpinning of Pulse 2018 was the notion that Customer Success is bigger than just establishing a CS management team or organization. Instead, it is a company’s ability to drive customer’s desired outcomes and an exceptional customer experience. A challenge that companies face when striving to deliver this larger notion of Customer Success is putting in place a health scoring mechanism that can proactively identify at-risk customers. Manisha Mishra consolidated various metrics presented at Pulse into a concise and effective composite health scoring framework centered on measuring desired customer outcomes and the customer experience.

How to Approach Charging for Customer Success

Dhaval Moogimane sits down with Allison Pickens, Chief Customer Officer at Gainsight, to discuss different pricing models for Customer Success. Dhaval also gives his take on Customer Success maturity, and answers the question of whether your company should ultimately be charging for Customer Success or not.

The Art and Science of the Customer Journey: TSIA Fall 2017 Conference Recap

At TSIA’s Technology Services World conference this fall, Tech Services leaders were pushed to step into their customers’ shoes and shape the end-to-end experience—not just their respective customer touchpoints—through this lens. Claire O’Neill highlights the most interesting points across the presentations that the Waterstone team was able to participate in and/or lead.