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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.
Thank you @AlisonElworthy for the great presentation and answering my question about customer-related corporate objectives #inbound18 #customersuccess pic.twitter.com/gKEuPV0YZF
— 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
– Customer support is different to customer success
– Get entire org KPI’d around #custx
– Turn questions asked into knowledge shared – blog#inbound18 pic.twitter.com/r8ofAD7shv
— Sarah Goodall (@SarahGoodall) September 5, 2018
3.) It pays to have loyal customers.
Loyal customers are…
5x as likely to purchase
5x as likely to forgive
4x as likely to refer
7x as likely to try a new offering#INBOUND18 @MoreInMedia pic.twitter.com/cROuk0ukAm
— Thomas Buddendick (@T_Buddendick) September 5, 2018
4.) It’s much easier to improve your customer’s experience than your product.
Yes- focus on the customer experience. #inbound18 pic.twitter.com/8wBjq0jxuR
— Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018
5.) Solve for the customer.
To Grow Better, need culture that puts customer first. For minimally tolerating #humans @dharmesh Rocks! #INBOUND18 pic.twitter.com/PpDsTDjoq9
— 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.
Always ask for BRUTAL and honest feedback. It’s the only way to improve – @taraerobertson #INBOUND18 #Marketing #CustomerSuccess #retenention pic.twitter.com/W5QVnBRGup
— 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.
When you’re a startup, marketing is your voice BUT when you’re a scale-up, customers are your voice. @redbord discussing #customersupport #INBOUND18 pic.twitter.com/TgsnHVqsqX
— Aubrey Beck (@avantvoice) September 6, 2018
10.) Don’t drop the ball. Make your customers feel special.
6. Satisfaction: ensure customer SUCCESS! @LinkedInExpert #sales #INBOUND18 pic.twitter.com/ty6JJalCX7
— 𝐜𝐡𝐫𝐢𝐬𝐭𝐢𝐧𝐞 𝐠𝐫𝐢𝐭𝐦𝐨𝐧✨#MarketEdLive (@cgritmon) September 7, 2018
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.