Titans of Scale: How Enterprise CS teams bring best practices to life
CS is already a fundamental element of your customer retention and growth strategy, but how do we apply this beyond the white glove?
Webinar Schedule
Change Management Best Practices for CS Programs
Humans are inherently resistant to change initially, even when the overall net outcome is positive in the long run. Any tool or process is only as effective as its adoption.
Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, will join Gainsight’s Tim Van Lew for this engaging session. Join us while we help unpack:
- Where enablement fits in your current CS org
- The right tactics for your enablement team to deploy to ensure healthy adoption
- How to measure the efficacy of your processes and systems
Customer Health for Every Segment
Health scoring is vital for businesses to understand where customers are struggling to adopt and see value, and also to highlight customers that are excelling in their journey. However, this can’t be a one-size-fits-all approach for customers of all sizes.
Not only will we discuss health scoring for the Enterprise, but how to score customers that are in a self-service-only model. We will be sure to cover:
- Ideal Customer Health scoring frameworks from high to digital touch
- Utilization of Health scoring in CS workflows
- How to measure the effectiveness of Customer Health
Featuring
Operationalizing Outcomes at Scale
The reason why CSMs exist, and one of the most impactful indicators of renewal and growth with customers, is ensuring they receive value from the products and services of your company. A high-touch model can be more easily managed via collaborative Success Plans, but what about CSMs with higher account ratios?
Watch how to operationalize outcomes at scale by:
- Creating an outcomes framework from Sales to CS
- Nailing the handoff to ensure continuity of driving value
- Developing programs to enable your long tail with the right resources at the right time
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