#3 NO PAYWALL! Nov BookShop: Explore Gainsight Customer Success Strategies from "The Customer Success Economy" written by Nick Mehta and Allison Pickens' book (free downloads & group discussion)

CHAPTERS COVERED:

Ch 8 - It Can't Be Delegated

Ch 9 - Product: Design from the Start with CS

Ch 10 - Marketing: Tips of Successful VoC Program Rollouts

Ch 11 - Selling Outcomes with Sales

Don't forget to grab our Gainsight Customer Success Strategy Takeaway and Playbook deck (it's basically your cheat sheet of all the juicy bits).

Takeaways - NOV - BookShop.pptx

Download PPTX • 88.05MB

WHAT'S IN THIS SESSION & TAKEAWAY DECK?

November's Customer Success Economy BookShop was a hit with 100+ eager beavers from all corners of the U.S.! We dove into Part II this month with a 4-chapter showdown:

Ch 8 - It Can't Be Delegated

Ch 9 - Product: Design from the Start with CS

Ch 10 - Marketing: Tips of Successful VoC Program Rollouts

Ch 11 - Selling Outcomes with Sales

This month's ringmasters included:

1. Dana Soza, multi-award-winning customer success growth consultant

2. Laura Beavin-Yates, SVP of Customer Success at Immersion Neuroscience

3. Adam Luff, VP of Business Outcomes at Sight Machine

4. Josh Zamora, Director of Customer Advocacy at ServiceNow

Some insightful ideas included: (1) speaking the secret Sales lingo to charm them, like showing how CS boosts renewal dollars by 2-3%, (2) using a nerdy graph to prioritize feature requests with Health Score and MRR, then playing connect-the-dots with customer requests, (3) avoiding the dreaded "Hug of Death" where everyone swarms the customer by crafting a Playbook for handling issues, and (4) asking where the customer is in their lifecycle and tweaking your plays based on whether they're in the nurturing, growing phase, etc., while including Playbooks that account for customer potential/white space.

Enjoy!