10 Customer Success Takeaways from INBOUND 2018

By Cori Pearce Newsletter No Comments on 10 Customer Success Takeaways from INBOUND 2018

Last week wrapped up the 7th annual INBOUND conference hosted by HubSpot. INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. This year, they even had a dedicated CS track that gave CSMs useful information for their day-to-day jobs and covered topics such as – Customer Retention, Customer Success, Customer Loyalty, Customer Feedback, and Customer Experience.

If you weren’t able to attend, no worries! We have you covered. Check out our top ten Customer Success takeaways from INBOUND 2018.

1.) We haven’t been growing the right way. 

2.) Customer Support does not equal Customer Success.

3.) It pays to have loyal customers.

4.) It’s much easier to improve your customer’s experience than your product.

5.) Solve for the customer.

6.) 70-90% of your revenue will come from the “other side” of the funnel.

7.) Focus on retention. 

8.) Assess > Understand > Explore > Materialize > Measure

9.) When you become a scale-up, your customers become your voice.

10.) Don’t drop the ball. Make your customers feel special.


Upcoming Webinar

Customer Education: The Secret to Scale in Customer Success

Tuesday, September 25, 2018
2:00 – 3:00 PM ET

Over the past several years, B2B SaaS companies have made a wave of investments in growing Customer Success functions. As those companies grow, they must hire small armies of CSMs, Support reps, and Services specialists. Not only must these companies compete for the same talent, but they inflate their Customer Retention Costs. In this webinar, you’ll discover a way to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing support costs: Customer Education. We’ll discuss how Customer Education scales a Customer Success team, which components to include, and some tips for making your Customer Education as successful as possible.

About the Speaker:
Adam Avramescu leads Customer Education at Checkr, Inc. and is founder of the Bay Area Customer Education Meetup. He was previously a Customer Education leader on the Customer Success team at Optimizely and has created scalable education programs in industries ranging from marketing and financial tech to non-profits and higher education.

Register Now


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Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

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