Customer Training Day
October 15, 2024
Customer Day Agenda
With a CSAT score of 100 from last year’s event, our Customer Training Day equips you with best practices and technical know-how for levelling up your ChurnZero-powered CS programs.
This year’s event offers two program tracks to choose from.
Track 1: Build an effective, actionable Voice of the Customer program in ChurnZero.
Track 2: Use ChurnZero to quantify your impact on your customers and business.
Each track features a strategic workshop, followed by a ChurnZero training session where you’ll learn to set up the fundamentals of an impactful customer success program. Plus, you’ll get behind the scenes with the ChurnZero team to see how our CS leaders use ChurnZero to make a difference.
11:00 AM – 12:30 PM Le Meridien, Arlington
Registration and welcome
Light Lunch, Genius bar and office hours open all day.
12:30 PM – 2:10 PM
Track 1: Voice of the Customer (VoC) Program
STRATEGY AND DESIGN WORKSHOP
Explore the key elements of a best-practice VoC program, including how to collect customer insights, and the key outcomes for your customers, team, and product. You’ll learn how to:
- Collect customer feedback from the right audience at the right time, with the most effective questions delivered through the most appropriate channels.
- Incorporate timely responses into your CSMs’ individual workflows, and into company-wide messaging for your whole customer base.
- Share and democratize insights by categorizing them into business areas, engaging the right stakeholders, and designing the ideal information pathways.
- Measure effectiveness and quantify outcomes by tying your VoC activity to three key categories, with best practices for quantifying your impact in each area.
12:30 PM – 2:10 PM
Track 2: Quantify your impact with ChurnZero
STRATEGY AND DESIGN WORKSHOP
Identify and get to know the right measurement and reporting activities to quantify your CS team’s influence, impact and value. You’ll learn how to:
- Define your goals & KPIs with a clear mission statement and align your team’s activities with your overarching objectives.
- Optimize operations by assessing current workflows to ensure they directly contribute to your mission. Learn where you can streamline things with ChurnZero.
- Measure impact by tying workflows to tangible outcomes in three categories: customer experience (sentiment), internal process (operational efficiency), and company impact (bottom-line business metrics).
- Quantify results. Get to know how ChurnZero can measure the impact of your operations in each category, from A/B testing for customer satisfaction to tracking retention rates.
2:25 PM – 3:25 PM
Track 1: Voice of the Customer (VoC) Program
CHURNZERO TRAINING SESSION
Get hands-on and set up your VoC program and workflows in ChurnZero with guidance from our platform experts. You’ll learn how to:
- Gather customer feedback through surveys tailored to your segments or via custom tables or notes for diverse use cases.
- Streamline response automation by setting up automated responses with conditional logic to ensure timely and personalized interactions.
- Set up alerts and dashboards that promote data transparency and collaboration across your organization.
- Start measuring effectiveness and quantifying outcomes with survey reports, custom dashboards, live exports and other reporting tools.
2:25 PM – 3:25 PM
Track 2: Quantify your impact with ChurnZero
CHURNZERO TRAINING SESSION
Set up the ChurnZero workflows that will quantify and help you optimize your team’s impact and influence, with our experts on hand to help. You’ll learn how to:
- Configure health scores (ChurnScores) to track customer health and manage churn risk, and Customer Briefs for seamless communication and team alignment.
- Start using Renewal and Forecast Hub, and integrating its daily workflows to streamline your renewal process.
- Develop clear escalation pathways using playbooks, and apply conditional play logic to ensure personalized and effective customer interactions.
- Use ChurnZero’s reporting features to measure workflow effectiveness, analyze KPIs over time, and track the impact of your efforts on retention.
- Share your reporting with dashboards, Slack and Microsoft Teams chatbots, Salesforce, live exports, and REST API integration for seamless collaboration.
3:50 PM – 5:00 PM
How ChurnZero uses ChurnZero: Learn with our leadership team
GENERAL SESSION
Get an exclusive, behind-the-scenes look at how ChurnZero’s – CS, support, implementation, community, and enablement – leverages our platform to drive success. Discover firsthand insights into our mission, core strategies, and operational methodology, straight from our CX leadership team themselves, and engage in a Q&A session where nothing is off-limits.
- Get to know ChurnZero’s overarching mission and our vision for the future of customer success, and how they shape what we do.
- Learn our core strategies and operational methodologies for maximizing customer retention, and how they could work for you.
- See our most important workflows and how they contribute to our success, with examples from our CX operations and enablement teams.
- Discover new ways to share the value of ChurnZero with your entire business to maximize customer satisfaction, shape your product roadmap, and more.
5:00 PM – 6:00 PM
Happy Hour
Register early to secure the most value.
Super Early Bird
Good through July 1, 2024- Conference attendance: $825
- Conference + Training day: $975
Early Bird
Good through September 1, 2024- Conference attendance: $935
- Conference + Training day: $1,105
Full Price
Good through October 15, 2024- Conference attendance: $1,100
- Conference + Training day: $1,300
Plan on joining with friends or your team?
Contact hmerchant@churnzero.com for your code today.