Top Customer Success Takeaways from Pulse Europe 2018

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Top 15 Takeaways from Pulse Europe 2018


Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy. And for that reason, if you’re in a customer-facing role and are in Europe, we recommend making plans to attend this conference next year.

Whether you were able to attend this year or not, no worries. We’ve complied our top fifteen Customer Success takeaways from the conference to share with you.

1.) Customer Success is a Top-Down, Company Wide Commitment


2.) If Customer Success Remains Just a Department, You Will Fail


3.) Europe is Catching Up in CS


4.) The Subscription Model Gives Power to the Customer = Power to Customer Success


5.) Product and Customer Success are Your Secret Weapons


6.) Customer Success and Product Need to Partner Together


7.) CSM = Domain Expertise + Product Knowledge + Commercial Skills


8.) Follow the Customer Code


9.) Customer Retention is Your Lifeblood


10.) Segmentation – Don’t Just Set it and Forget It


11.) How to Scale without Scaling Headcount


12.) The Future CSM is a Growth Conductor 


13.) Advocates Accelerate the Customer Journey


14.) Account Expansion is a Logical Fit for CS


15.) Customer Experience = Brand Experience 

We hope to see you next year at Pulse Europe 2019!


Upcoming Webinar

From Zero to 100: How to Scale Customer Support and Customer Success at Your Startup

Wednesday, November, 28, 2:00 – 3:00 PM EST

Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. Our speaker, Michael Redbord, spent the last five years growing the Customer Support and Customer Success functions at HubSpot, and he’ll share his hard-earned lessons of how they started from a team of one to a global team of over 250.

In this talk, you’ll learn what type of customer facing teams you need at every stage of your organization’s growth, how to set that team up for success, and how to keep your customer front and center through it all.

Key Takeaways: 
• Explore what a company’s five growth stages mean for your customer facing teams
• Learn about the do’s and don’ts of scaling at each stage
• Understand the roles you’ll need at each stage

Speaker: Michael Redbord, Vice President and General Manager, Service Hub, HubSpot

Register Now

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