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Podcast: The SaaS Revolution Show
Episode:

SaaS Revolution Show Radio Hour: Customer Success
Category: Business
Duration: 00:42:56
Publish Date: 2018-07-18 12:53:00
Description:

This week of the SaaS Revolution Show, we devote the entire episode to Customer Success. Alex Theuma takes you on a journey that spans from the stages of SaaStock 16 and 17 through to SaaStock on Tour Helsinki and New York to pick up some of the best stories and advice from Customer Success practitioners.

The episode is divided into four parts. The first part defines Customer Success, helps you figure out when is the best time to start with it, and looks at how companies like Slack and Drift kicked it off.

In the second part, our speakers cover how to build and scale a customer success team and how to figure out the compensation for CSMs.

We then look at the all important metrics that measure the efforts and help you adjust.

Finally, the episode brings you ideas about what customer success programs could look like and how to enable them. Some obvious, some not so.

Throughout the episode, you will hear quotes and excerpts from Dan Steinman from Gainsight, David Apple from Typeform, Rav Dhaliwal from Slack, Julie Hogan from Drift, Dave Blake from Client Success, Michelle Danis from Datadog, Jane Medeiros from NewsCred and Lauren Crocetti from Yext.

Listen on to hear:

  • When should companies start thinking about it and implement it
  • How do you start with building the team and then scale and evolve it
  • What are the different metrics throughout the different stages of the company you should look at
  • How to enable customer success initiatives

Almost everyone you will hear from on the Customer Success Radio Hour will join us at SaaStock18. A 100 other speakers will bring tons of valuable content during the three days in Dublin. We have just released our full agenda - https://www.saastock.com/agenda

As a listener, we genuinely want you to be part of the SaaStock global community we are building. For one time only, we are offering 300 euros off of passes until the end of July. Go to https://www.saastock.com/tickets, use code JULY300 and join 3000 new friends in Dublin in October 15th to the 17th.
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