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Pulse 2018 Takeaways
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Pulse 2018 is now a wrap, and we enjoyed every moment of it! We were proud to support the conference as a Silver Sponsor and are already looking forward to next year in San Francisco.
For those of you who might not know, Pulse is pretty much the biggest event in Customer Success. It’s a go to conference for anyone in a post-sales or customer-facing role.
If you weren’t able to attend (or you didn’t get to make all the sessions that you wanted to), no worries. We’ve got you covered. Check out our top 25 Customer Success takeaways below.
1.) Top 5 Customer Success Trends in 2018
Top 5 Customer Success Trends for 2018: crossing the chasm (CS = CX + CO), CS is more than the CSM, CS from the customer’s perspective (Outside IN), Career Success correlates to employee success, and prescriptive CS. #Pulse2018
— Kia Puhm (@kiapuhm) April 10, 2018
2.) The 10 Laws of Customer Success
The 10 Laws of #CustomerSuccess. Number 6: You can’t build customer loyalty with personal relationships. It’s not just about that anymore. #Pulse2018 pic.twitter.com/GT8ZOjpeMw
— Kaitlyn Riddle (@KaitlynRiddle2) April 9, 2018
3.) We Are All In This Together
Customer Success should be an organizational mission not a singular role or department. #CustomerSuccess #CSM #Pulse2018
— Steve Hicks (@SteveHicks_CSM) April 9, 2018
4.) Customer Success is a Product Feature
Thinking about #CustomerSuccess as a product feature improves overall #CX and enables CSM at scale. – @mgrafham #Pulse2018 pic.twitter.com/HbYOVNXGOv
— Jacque Myers (@JacqueMyers) April 9, 2018
5.) CSM Core Responsibilities
#Pulse2018 yes! pic.twitter.com/oqfvkxlK39
— 🌟✨SocialDawn attending #Pulse2018✨🌟 (@DawnGartin) April 10, 2018
6.) Customer Success Metrics
Focus on the metrics aligned to your company growth zone to ‘catch the next wave’ in #CustomerSucesss @geoffreyamoore @nrmehta #pulse2018 pic.twitter.com/CZUWPFRJpv
— Matt Collier (@CollierMatt) April 10, 2018
7.) It’s About Being Human
Even though I transitioned to #customermarketing from the #customersuccess team – caring about our customers is central to all that I do @Illuminateed @nrmehta #pulse2018 @GainsightHQ pic.twitter.com/KAWyXLQc3B
— Leilani Pedroni (@leilanipedroni) April 10, 2018
8.) The Stages of Customer Success
Stages of Customer Success #pulse2018 pic.twitter.com/2HJHfREIkL
— 🌟✨SocialDawn attending #Pulse2018✨🌟 (@DawnGartin) April 10, 2018
9.) The Best Customer Experience
Love this, on CX from @dennisfois – “hit only the first 2 of these only… and at best, you are surviving”… #Pulse2018 #CustomerSuccess pic.twitter.com/xvkcYiehbl
— Adam Bambrough (@SpecialAd) April 10, 2018
10.) Ten Habits of a Trusted Advisor
10 habits of “Trusted Advisor” CSMs. #Pulse2018 pic.twitter.com/KTtwkooR6e
— NewVoiceMedia (@NewVoiceMedia) April 10, 2018
11.) The DEAR Framework
Nadav Shem-Tov knocked it out of the park with this simple, relevant framework for #CustomerSuccess outcomes measurement! #Pulse2018 #DigitalChange #OhDEAR pic.twitter.com/nWbaR66qOj
— Jacque Myers (@JacqueMyers) April 10, 2018
12.) Always Be Consulting
Love this. #Pulse2018 Helping will sell. pic.twitter.com/8YMK4AoRne
— Beth Gates (@RealBethGates) April 10, 2018
13.) Ask Open Ended Questions
Einstein didn’t have the answers. He asked open ended questions. #Pulse2018 #amilia @AmiliaApp @EinsteinQuots #CustomerSuccess #QuestionOfTheDay pic.twitter.com/YzPewtsERQ
— Betty Esperanza (@esperanza4hire) April 10, 2018
14.) Don’t be a Yes Person
Our very own @jameyjeff is part of the panel “How to be a Kick-ass CSM: 10 Habits of Trusted Advisors”. Be sure to join the conversation! #Pulse2018 pic.twitter.com/gKP67Ewb1V
— Coastal Cloud (@CoastalCloud_US) April 10, 2018
15.) Understand Your Customer’s Pain Points
Understanding your Customer pain points & viewing them as a ‘moment of truth’ where you can improve your ‘Product & Service’ are key to the success of your #CX. #VoC #CustomerSuccess #Pulse2018 pic.twitter.com/mipMVUEwPX
— Emilia D’Anzica (@emiliadanzica) April 10, 2018
16.) It’s About the Little Things
Fantastic presentation by @wendisturgis at @yext! Great way to end the day at #Pulse2018. pic.twitter.com/eumVVlhmfe
— John Gleeson (@JohnGleeson10) April 11, 2018
17.) It’s Still a Work in Progress
No one seems to be able to top @j_b_wood when it comes to making enterprise companies feel nervous about the future. #Pulse2018 @TSIACommunity @Oracle pic.twitter.com/e0Y8MNVvEy
— Peter Armaly (@peterarmaly) April 11, 2018
18.) Customer Success Math
#Pulse2018 this is my kinda math! pic.twitter.com/qkS0GrTzWb
— 🌟✨SocialDawn attending #Pulse2018✨🌟 (@DawnGartin) April 11, 2018
19.) Set Customer Success Quotas
Second secret: Establish a clear and measurable “quota” or goal for your #CustomerSuccess teams. #Pulse2018 pic.twitter.com/kyAYNjBVqJ
— ServiceSource (@servicesource) April 11, 2018
20.) Customer Success Journey Defined
Defining a Customer Journey Map #CustomerSuccess #Pulse2018 pic.twitter.com/TGUgSlsSTn
— Jackie Mullen (@jackieomullen) April 11, 2018
21.) Six Steps to a Culture Playbook
“Small things matter. Sweat them.” Fired up for the #DigitalCulture workshop with @hapapower at #Pulse2018. #ForTheLove pic.twitter.com/y2amYkug6j
— Jacque Myers (@JacqueMyers) April 11, 2018
22.) Customer Meeting Framework
Love this framework by @NicolleParadise. Not just as being a growth engine for CSMs framework, but for any mtg! #Pulse2018 pic.twitter.com/6dPadnwt4E
— Marjorie Abdelkrime (@MarjASTEM) April 11, 2018
23.) It’s OK to Say No
Something I personally want to work on – I’m sure @FarmerAlexE would agree! “No” can still provide positive outcomes. #Pulse2018 pic.twitter.com/4p2TPkJLPE
— Sarah Hulsey (@sehulsey) April 11, 2018
24.) Shift to the Service Era
This Week: @geoffreyamoore delivering #keynote for #Pulse2018 (photo cred. @NewVoiceMedia) pic.twitter.com/85xRLwkmtL
— The Speaker Experts (@Speaker_Experts) April 12, 2018
25.) Revenue Leadership
“The future of #CustomerSuccess will take a revenue leadership position. That’s how we do it at @allocadia , and it works for us” @kristinesteuart #Pulse2018 pic.twitter.com/gfktIdwK3Y
— Paul Teshima (@paulteshima) April 11, 2018
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- 5 Challenges to Proactive Customer Success – All Customer Success teams aspire to be proactive, but we commonly see these five challenges along the way.