Join your CS peers in New York City on March 14, 2024 from noon to 5pm EST.
Cost: $125 (includes lunch)
12-1pm: Registration and light lunch
1-4pm: Workship Sessions
4-5pm: Networking happy hour
Presenter: Jeff Kushmerek
Title: Onboard People, Implement Software
Join industry expert Jeff Kushmerek to discover the crucial link between effective onboarding and the success of software implementation. Jeff will unveil data-driven insights and repeatable processes tailored for B2B SaaS companies in this exclusive event. Learn how to foster team cohesion while onboarding new users and implementing effectively, improving time to value and retention.
- Know the differences between Onboarding and Implementation
- Understanding of which can be used with a "Digital Approach"
- Best practices of managing people that are not part of your company
Presenter: Ali Cudby
Title: Design Your Customer Education for Long-Term Loyalty
As companies scale they refine their workflows, technology and playbooks. Customer Education is an area to reevaluate as an opportunity to uplevel a customer’s path to retention and growth. Incorporating a loyalty orientation into customer education is one way to ensure messaging is designed to maximize long-term customer value.
In fact, loyalty is not a one-size-fits-all approach. There are three distinct tiers of Loyal customers. By understanding the dynamics of each group, CS teams are better able to target messaging and deliverables so customers get the kind of information they need, tailored to their needs in ways that motivate customers into higher levels of loyalty.
The evolution of digital tools means companies can leverage technology to deliver targeted onboarding, implementation and usage materials without the same cumbersome investment of time and effort.
In this interactive session with Ali Cudby, the bestselling author of Keep Your Customers, you will focus on creating customer education that’s designed to improve long-term loyalty.
- Understand the three types of Loyal customer, and create customer education to promote long-term loyalty
- Identify your most lucrative Loyal customers (spoiler alert, MRR is not the guidepost)
- Learn how to incorporate technology to improve digital customer education
Presenter: Heather Wendt
Title: Get Personal at Scale:: A Blueprint for Expanding Your Reach through Community
Are you feeling the squeeze of managing an ever-expanding portfolio of customers while maintaining a personal touch?
When your team is stretched thin, the traditional one-on-one engagement model becomes less feasible, often leaving customers to fend for themselves. And while tools like product usage data and NPS surveys are great for quick snapshots of customer health, they miss the broader context and underlying stories that really tell you what's going on.
Transitioning to a one-to-many engagement model hinges on delivering tailored information to the right person at just the right time. This is where the power of community comes into play. It offers an organic and efficient way for both customers and your team to engage.
In this session, you’ll explore different self-service learning and engagement programs that can be integrated within a community framework. You’ll learn the specific types of content that resonate best at each stage of your company’s growth.
By the end of this session, you’ll have a straightforward plan to use community-based strategies to improve how your team interacts with customers. This approach is designed to make your team's jobs less stressful and more productive by making it easier for them to keep up with customer needs and questions. It ensures every customer gets the attention they deserve without overwhelming your team.