CS100 Summit sounds like a wonderful event in the natural setting fostering a focused yet relaxed environment, perfect for discussing business strategies without the usual distractions of a bustling city.

Dustin's breakdown of training vs. enablement hits the nail on the head. Knowledge is power, but enabling behavior is where the magic happens. Kudos to both of you for such enriching discussions!

It sounds like you've had a transformative experience with automation and customer success management. Your insight into the importance of continuous improvement and proactive engagement is inspiring. It's evident that your partnership with Client Success has been truly rewarding and productive. Keep up the great work!

Bob's insights on customer engagement are truly valuable. His emphasis on deep listening and understanding the customer's business priorities resonates well. By asking the right questions and fostering authentic conversations, he's able to drive positive outcomes and build stronger relationships. The success stories he shared highlight the effectiveness of his approach. I look forward to applying these principles in my own interactions with customers.

Love your sessions !!! (It is Elisabeth ;)) Few questions please : - self onboarding : how do you measure success of your communication ? How do you know when you need to iterate ? - Regarding format of self onboarding : what would you suggest ? Email ? In app ? Both ? How many sequences ? - self onboarding : who did you collaborate with internally to create this ? - community : how do you keep control of what's going on there ? - community : how many people handle community at clientsuccess ? - webinar training : love the idea of customers giving webinar !!! What do you give them in exchange ? How do you measure success of the initiative (upsell ? Adoption?) - leadership workshop : how do you keep your database up to date ? - pro services : onces sold, who's in charge of running them ? Do you have a specific department ? Did you scan your customers askin them what kind of pro services they would like ?

An invaluable session for anyone looking to enhance their customer support strategies! The focus on launching a scaled program for ongoing customer enablement is a game-changer, eliminating the reliance on frequent meetings and empowering customers to achieve their goals efficiently.

Understanding these trends and gaps can be pivotal in shaping a robust customer success strategy that fosters retention and fuels growth.

ViaSuccess

Salesforce does offer training on how to sell better using their product. Check the “sales cloud” section of the expert coaching catalog

A VERY HELPFUL FRAMEWORK.............NEVER SEEN ....SO JTBD

This. Is . Very. Good! 👏🏽 👏🏽 👏🏽

This was brilliant. Thank you so much. 🙂

Thank you for posting this!

Thank you to the @ClientSuccess team for posting this recording!

This was super fun to be a part of! Thanks for having me on the webinar!

Where’s the link? 40:52

This was very informative!!! Thank you!

amazing information

P r o m o S M 💥

Hi, I am interested in working for a company to renew contracts. Can you give me any suggestions on how to get started?

### Resumo Neste webinar de verão, o fundador e CEO da Client Success, Dave Blake, e o CEO da Maven AI, Jonathan Corbin, discutem como a inteligência artificial (IA) está revolucionando a experiência do cliente. Eles destacam a aplicação da IA em várias áreas da empresa, como suporte ao cliente, e enfatizam a importância de os CSMs (Gerentes de Sucesso do Cliente) se concentrarem em atividades de alto valor, deixando as tarefas rotineiras para a IA. Também é mencionado que a transparência com os clientes sobre o uso da IA pode ser benéfica para construir relacionamentos sólidos. ### Destaques - 🤖 A IA está transformando a experiência do cliente, com ênfase no suporte ao cliente. - 📊 CSMs devem se concentrar em atividades de alto valor, enquanto a IA lida com tarefas rotineiras. - 💬 Transparência com os clientes sobre o uso da IA pode fortalecer relacionamentos sólidos.

### Resumo Neste webinar sobre sucesso do cliente, o palestrante discute quatro tipos de representantes de sucesso do cliente: o "Agradador", o "Herói", o "Facilitador" e o "Agente". Ele destaca a importância de ser proativo em vez de reativo, enfatizando que problemas não são a causa do churn, mas sim a falta de razões convincentes para os clientes permanecerem. Ele argumenta que o sucesso leva tempo e que a chave para reduzir o churn está em prever quando os clientes estão prestes a sair. Além disso, ele enfatiza que os clientes mais bem-sucedidos fazem mudanças comportamentais e de processo, não apenas implementam tecnologia. ### Destaques - 🤝 Quatro tipos de representantes de sucesso do cliente: Agradador, Herói, Facilitador e Agente. - 🚀 Ser proativo em vez de reativo é essencial. - 🕰 O sucesso leva tempo; é importante entender isso. - 🔮 Prever o churn é fundamental para reduzi-lo. - 🔄 Mudanças comportamentais e de processo são tão importantes quanto a tecnologia para o sucesso do cliente.

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The content is amazing and context next level. My new favorite go to as I help develop my customers journey. I really identify with Customer Objectives Review. This is what it’s all about. What are we aiming to achieve while keeping it dynamic.

Hi Dave, great preso! I'd love to receive the deck you used. Would that be possible?? Thanks in advance. Keep these great videos coming!! Stephen

Wonderful information I do appreciate it your time and assistance with you sharing all this great communication on your part. Keep it up the good work lady of intellect.😊

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Thanks, that was very useful!

A link to this video was sent to me by one of my co-workers. Despite being in Customer Success for a software company since 2008, and feeling like I knew everything, lol, I learned a couple things. Very well done, and thank you! 🙏🏼

❤ Kristi, as usual, it is brilliant, inspiring, thank you !!! ❤ Few questions for you 😝 🤔 Pooled CSM versus Support team: Why did you choose to assign CSM to this digital-led model instead of support team ? Most of the time, I realize my "low tier" customer mainly need education 🤔You mentioned assumptions: How did you avoid creating your strategy based on assumption? Did you conduct interview ? Or maybe sent questionnaires about needs? 🤔 1:many approch & community led approach: How are you avoiding negative cluster ? 🤔 How often do you iterate on existing strategy? 🤔 How did you "decide"/ discover the new content that need to be created ? Do you enable customers to grade resources put at their disposal ? 🤔 Engaging every 45 days: How do you avoid check in? Who is your main contact in the account? do you have contact with everyone? 🤔 What kind of automation are you triggering for risky customers ?

Kristi is obviously a CX genius. She also seems to have great aptitude working with big companies, probably with a lot of online and fast digital interactions. I would just like to thank her for this particular post in which every step can be broken down and applied to small teams, even under 10 members. The sheer amount of data will be smaller, but the data pools and conclusions are still applicable, especially for those of us in the advisory world. Cheers!

Amazing, as usual Kristi 😍 Question : How do you know the a specific CSM improved his health portfolio because of these ? how do you measure ?

Kristi, I really appreciate your step by step approach to CX. Taking the mystery out of how to build customer-first business is so helpful for everyone, especially those of us in professional services. We might replace the word "customer" with "client", but the steps are all so relevant!

Ｐｒⓞм𝕠𝕤𝐌 👍

Love this. Wondering where that promised template may be available?

Could we get the question sheet please?

This was a great presentation! 5 stars ⭐️

Thank you for sharing this.

Chiming in from South Africa -- thank you for the useful tips and tricks :)

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Thanks for giving me the opportunity to share my two cents, ClientSuccess team!

this is amazing!

Thanks for sharing. This is great. Could you please advise why you stopped using the champion to onboard new customers and instead used the team's approach? Thanks

Thanks so much! I am not even through with the video and there have been a ton of great nuggets provided!

This is gold, I'll be transitioning into our company's first Customer Success/Sales management, identifying new prospects and closing them as well as balancing our previous clients. Any ideas on how to balance both?