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Key Takeaways from Customer Success Summit Canada
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This week we sponsored and exhibited at the Customer Success Summit Canada, which was held in Toronto and was Canada’s first large-scale CS conference. It’s an exciting thing to see the CS community growing and gathering together to share best practices and lessons learned from across North America.
If you weren’t one of the lucky CS professionals who got to attend this event, no worries we got you covered. We have compiled together some of the key takeaways from the Summit with this recap.
1.) Customer Hierarchy of Needs
“People like to get things started, but they don’t like continually need to work on something. When starting with AI for CS, focus on solving the right problems.” – @Pinterest global head of customer operations @duttas #cssummitca pic.twitter.com/SKvH66s0Su
— Ben Winn (@mrbenwinn) June 26, 2018
2.) Focus Around the Customer
This is the only way #CustomerSuccess works. #CCSummitCA pic.twitter.com/Occzer6Ztg
— Perry Monaco (@elvisrun) June 27, 2018
3.) Prioritize Your Customer’s Needs
One of my fav sessions w/@MaryTrick, CCO & @sharafimay, CIO of @Infor. Top tips: 1. Less is MORE when introducing new ideas, (think 1 sentence, not 1 paragraph) 2. Data from customers, culture, & employees should guide products & programs produced 3. Constantly evolve. pic.twitter.com/GllezJgaRj
— Emilia D’Anzica (@emiliadanzica) June 27, 2018
4.) Customer Success Generates Leads and Opportunities
Customer Success Generates Leads and Opportunities #CCSummitCA https://t.co/ay7TuOHD1y
— Paul Giorgi (@PaulGiorgi) June 26, 2018
5.) Always Move Forward
“Never straight but always forward”. Great words of advice when tackling awesome #CustomerSuccess @tonybrucha #cssummitCA
— Jodi Taylor (@JodiLMTaylor) June 27, 2018
6.) Customer Success Can Create a Tailwind for Revenue Growth
Create a tailwind of expansion to grow revenue. @cbdoell @CusSuccessCan pic.twitter.com/78063sSpMY
— Kia Puhm (@kiapuhm) June 27, 2018
7.) Focus on What’s Important
Are your customers HAPPY or are they HEALTHY? …things to think about from @elvisrun #cssummitCA pic.twitter.com/qxfssfCihA
— Ben Winn (@mrbenwinn) June 27, 2018
8.) Do More than Delight Your Customers
As demand for #customerexperience grows, it’s paramount that brands know the difference in needs between success and support. Delighting customers is easy, but being able to foster a genuine relationship with them doesn’t happen overnight 🌙 -Mike #CSSummitCA
— Sprinklr (@Sprinklr) June 26, 2018
9.) Align CS & Sales
Make sure you ‘retrain’ your sales team when you are making changes in your customer success organization. If CS & Sales aren’t aligned, there is a #CX breakdown. Shifting how you drive value takes planning, collaboration, time & education. #CSSummitCA
— Emilia D’Anzica (@emiliadanzica) June 27, 2018
10.) Stay in Business
“If you don’t make every decision with your Customer in mind, you will be out of business in 5 – 10 years” #CSSummitCA #marytrick
— Jodi Taylor (@JodiLMTaylor) June 27, 2018
P.S. We have awesome #fightchurn swag so be sure to check us out at the next show and see you all again next year!
@churnzero This is awesome! #CSSummitCA pic.twitter.com/Az99xg4ZlS
— Perry Monaco (@elvisrun) June 26, 2018
Churn Monster Playbook: Your Definitive Guide to Fighting Customer Churn
In this playbook, we will catalog the twelve common monsters that attack customer retention. For each churn monster, we will give a description of what its churn risk looks like, so you can easily identify it within your customer accounts. We will also give you actionable tips to help you combat each churn monster, and insight into how ChurnZero can help.
Download this playbook now to learn how to fight customer churn.
Customer Success Around the Web
- Anything You’ve Ever Wanted to Know About Customer Success – This guide will provide you with all the information you ever wanted to know on building and running a successful CS practice.
- Customer Success is a Mindset Not Just a Department – What does Customer Success as a mindset really mean?
- How to Become the Chief Customer Officer – Check out this guide on how to become the CCO of your organization.
