Successly Live

Demandbase's John Dering talks about how they align Customer Success and Marketing to decrease churn and expansion. He shares how they work closely during onboarding to improve their ABM practices.

Emilia D'Anzica is one of the top authorities in Customer Success, so when she opened up about Customer Advocacy, I listened. She reveals where to start and how you can do it cost-effectively. Unfortunately, this is not something you can ignore because your customers are already talking to their peers about your product. From our research, we found a lot of teams struggling to articulate their value internally. I believe building customer advocates is one of the best solutions.

Have you ever wondered how Cisco, one of the largest tech companies in the world, manages Customer Success? David Sakamoto, Head of CS, Americas dives into their strategy. Even if you don't have 70,000 employees, I think you will learn a thing or two.

We all know that Customer Success can't stay the same. It is evolving, but how will things look over 2018 and where does that leave me? Dave Jackson tries to answer these questions with this Customer Success 2.0 Thesis. I think he is on to something that we can't ignore.

Learn how SAP retains nearly all of its customers. Whitney Daily, Head of Global Customer Retention shares why they still have a centralize renewals execution team. She gives tactics and tools that they use to grow and retain their customers.

Learn how Ray Mitra, Global Head of Customer Success & Support at GE Digital, uses internal certifications to create a strong culture of Customer Success. He shares how they created a program called Happy Customer, that not only impacted their internal culture but their bottom line.

This week we interviewed Nicolle Paradise, Senior Director of Client Experience at ADP. Nicolle shares her journey to prioritize the customer and tactics they use to keep them at the forefront of every decision. Is this the biggest problem with Customer Success? You will love this episode if you want excellent tactics on capturing and sharing the customer's voice.