This webinar was originally posted by Totango.

The pace of change in business today is unrelenting, from the velocity of market growth, to new and changing technologies, to evolving customer wants and needs. This is particularly evident in tech and recurring-revenue model businesses.

To stay competitive and exceed customer expectations, Customer Success organizations are built to drive retention and expansion. But it’s not a set-it and leave-it function; you need to be adaptable and instill a continuous learning mindset and process. Measuring performance, analyzing results, and course correcting are a must.

In this 45-minute webinar with Totango, Principal Hubert Selvanathan discusses how to successfully drive continuous learning in Customer Success model, including:

  • Reviewing and enhancing CS processes, such as playbooks and coverage models
  • Setting up key enablement tools, analysis and reporting
  • Establishing a governance model to support continuous improvement

 

About the Author
Hubert Selvanathan

Hubert Selvanathan is a Partner at Waterstone.  Hubert’s work with Software businesses focuses on transitioning to and optimizing Subscriptions business models, including pricing of subscription offerings, re-aligning post-sales organizations, design of key customer facing processes, and improving Customer Success and Support models.