3 min read
Last Thursday, November 23rd 2017, Women in Customer Success, sponsored by Planhat, hosted their very first event!
We were so excited and thrilled to meet everyone, and hope that everyone that attended was able to take away some enthusiasm and new knowledge about Customer Success. We could not have asked for a better first event and we just want to say a huge thank you to everyone who is a part of this group and who made this event possible.
Here are some of the highlights:
She gave some advice on what Customer Success is not, to help provide some direction and guidance for how to be the most effective CSM:
Client Success isn’t about saving customers who are about to churn; it’s about not letting customers get to that point in the first place. If you can save a customer from churning, great, but once saved you must work diligently to get the customer back on track to achieving their Desired Outcome.
She focused on how critical the onboarding phase of the customer journey is:
"The first 90 days are when the decision is being made if the client will renew or not, therefore a CS touchpoint between day 30 and 60 is key to ensure that everything goes according to plan and the client usage is high."
And the importance of feedback, good or bad:
"Negative feedback is always better than no feedback as long as you address it, it means that the customers are invested and want to see improvements."
Video coming soon :)
Our goal is to have this group feel like a group of friends that you can go to and discuss with, meet up with during these events, have fun and take away some new knowledge or a new perspective on a topic in Customer Success. We feel that last Thursday night we were able to accomplish that.
Customer Success is all about building relationships and creating a connection, and so is this group. Thank you to all of you who are in the group and supporting this community. We can't wait for the next event!
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