Top 10 Customer Success Takeaways from TSW 2019
Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Attendees got the chance to gather for three days to learn the latest industry trends and discover new products and services that can help them streamline their operations.
What was particularly great to see was the amount of Customer Success content that was structured into the programming. There were multiple sessions a day that were dedicated to the topic. Even more so, according to TSIA, a few of their CS breakouts were among their highest attended sessions, which is a great indicator that Customer Success business challenges are top of mind in the industry.
For those who didn’t get to attend, or for those that attended and want a recap, we compiled a list of our top ten Customer Success takeaways from TSW 2019.
1.) It’s Time to Rethink Your Customer Success Strategy
2.) Customer Success Should Own Renewals and Upsells
3.) Top 10 Business Challenges Affecting Customer Success
4.) Customers Want Companies to Know the Value They are Expecting to Drive and Track that Value with Measurable Outcomes
5.) The Company Needs to Align Around the Customer
6.) You Should Aim to Deliver Personalized Outcome-Based Customer Journeys
7.) Your Customer Experience Should be a Mix of Both Human and Tech Touches
8.) Enterprise Companies Are Bought in on Customer Success
9.) Effective Product Offer Design is Becoming a Competitive Advantage for Technology Providers
10.) It Pays to Stop By the ChurnZero Booth!
To learn more, pop over to the TSW San Diego 2019 website to relive your favorite conference moments by downloading session presentations and browsing their photo gallery.
Hope to see you all at the TSW Las Vegas conference in the Fall!
The Case for Billable Customer Success
Wednesday, May 15, 2019
2:00 – 3:00 PM EDT
Speaker: Mikael Blaisdell, Founder and Executive Director, The Customer Success Association
The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “What do Customer Success people do?” has been expressed by Senior Management and members of other groups. While responses have been given as to the many vital activities that fall under the heading of Customer Success in well-organized groups, the questions persist. It’s past time for a different, and more effective, answer.
Regardless of whether or not you ever actually offer Customer Success as a billable option to your customers, it’s vital that you be able to prove the real, measurable increase in profitability that you bring to them and to your company as well.
Research has shown that the trend towards connecting Customer Success to revenue is growing ever stronger, but there is still much to be done. Mikael Blaisdell, Executive Director of The Customer Success Association, will talk about why companies should offer Customer Success as a billable service — and how to go about designing the product.
Customer Success Around the Web
- Hiring Customer Success Managers – Is Domain Experience Essential? – While you are waiting for the perfect candidate to come along your competition has already hired, on-boarded and are thinking about their next recruit.
- Is It Time Your Customers Got a Health Check Up? – Learn more about customer health, the key health metric and how to use your customer scores to stay healthy in the long run.
- Handling Tough Customer Contacts – Check out these seven core principles to guide interactions with angry customers.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.