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.
— Jonathan Hsu (@jhsu98) September 5, 2018
2.) Customer Support does not equal Customer Success.
My key takeaways from “How to evolve you customer succes strategy” with @AlisonElworthy
— Sarah Goodall (@SarahGoodall) September 5, 2018
3.) It pays to have loyal customers.
— Thomas Buddendick (@T_Buddendick) September 5, 2018
4.) It’s much easier to improve your customer’s experience than your product.
— Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018
5.) Solve for the customer.
— KeithSpiro (@KeithSpiro) September 5, 2018
6.) 70-90% of your revenue will come from the “other side” of the funnel.
Tara = incredible wealth of insight! “70 to 90% of revenue comes from ‘other side’ of the funnel!” [via @taraerobertson @SproutSocial] #INBOUND18 #FlipThatFunnel #CustomerRetention pic.twitter.com/4jYNKcFtk5
— Lucky Orange (@luckyorange) September 6, 2018
7.) Focus on retention.
— Katherine Jackson (@kmhecker) September 6, 2018
8.) Assess > Understand > Explore > Materialize > Measure
.@balbrizio of @Crayon presenting on his experience in building & growing a customer success team while involving/utilizing frameworks from other departments to make sure you’re helping your customers reach their desired goals #inbound18 #CustomerSucces #HelpMeHelpYou pic.twitter.com/S5d5kOSTt9
— Adam Blye (@adamblye) September 6, 2018
9.) When you become a scale-up, your customers become your voice.
— Aubrey Beck (@avantvoice) September 6, 2018
10.) Don’t drop the ball. Make your customers feel special.
— 𝐜𝐡𝐫𝐢𝐬𝐭𝐢𝐧𝐞 𝐠𝐫𝐢𝐭𝐦𝐨𝐧✨#MarketEdLive (@cgritmon) September 7, 2018
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.
Customer Success Around the Web
- Your Customers Are a Reflection of You – Find out what it means if you have lousy customers.
- 12 Useful Customer Success Email Templates – Use the copy in these email templates to make your customers happy.
- Don’t Make Your Customers Work so Hard – It’s not your customer’s job to figure out the value you can bring. It’s up to you.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.