Come join us for our fast-paced, insightful, unplugged conversations with two leading "Jasons" in Customer Success. Jason Noble, a UK based visionary Customer Success executive and leader, and Jason Whitehead, a US based Customer Success and Software Adoption leader, discuss a variety of topics and issues of importance in the field of Customer Success. Each month we explore a new and important topic related to Customer Success, so be sure to join each webinar in the series!
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(Scroll to bottom of the page for replays and podcasts)
The Jasons Take On... Building Trusted Relationships with Customers on March 19, 2019 at 10:30am EST / 3:30pm GMT
Building great relationships and partnerships with our customers is one of the cornerstones of customer success management and account management, but it’s not easy to do well, particularly when customers are as busy as they are in 2019. In this conversation we look at the most effective strategies for building long term and lasting relationships with all our customers, and what the key areas are to focus on, and some common pitfalls to avoid.
The Jasons Take On... The Financial Side of Customer Success on April 16, 2019 at 10:30am EST / 3:30pm GMT
The commercial and financial side of customer success is an area that can differ significantly from company to company, and one there is often a lot of debate on in the customer success community about what really counts. What are the key financial metrics and numbers that matter for customer success, how do we measure the ROI (return on investment) of our customer success teams and functions, and what do we need to deliver for our CFO and finance teams, for customer success? This conversation is all about the numbers, and how you can make your customer success team fluent in the language of customer and company financials.
The Jasons Take On... Customer Success Technology – Platforms, Solutions and More on May 21 2019 at 10:30am EST / 3:30pm GMT
We always say that technology is a critical part of customer success, along with people and processes but what does this mean and how does technology help organisations deliver success for their customers? We're all very aware of how many great technology solutions there are in the marketplace but what areas do we need to look at for our own customer success management? Join us this month for an unplugged conversation talking about where technology fits in, the many different areas it covers (including customer success management, onboarding, adoption, product, task management and project management) and some of the trends that we're seeing in 2019 in the marketplace.
The Jasons Take On... Accelerating User and Customer Adoption on June 18, 2019 at 10:30am EST / 3:30pm GMT
We covered some of the big challenges in customer adoption and onboarding in our webinar in February. Join us this month where we're talk about how you can accelerate that process and the adoption of your solutions within your customers. We'll be looking at user adoption and engagement, stakeholder adoption and ultimately the organisational adoption, and how they work in tandem with each other and what the key approaches are to accelerating them, with some solid examples of ideas that we've seen working in different organisations.
The Jasons Take On... Low Touch and Tech-Touch Customer Success on July 23, 2019 at 10:30am EST / 3:30pm GMT
Not all customers need or want the same approaches and engagement (and experiences) from you. Segmentation is a critical part of delivering your customers' success and how you approach delivery within your segmentation drives that success. This month we're going to talk about the so called low touch and tech-touch models for customer success, when to use them, what they look like and how to ensure they're delivered at the right level. Many businesses start with a one size fits all, very reactive approach to customer success. By looking at different models like this, you can scale and grow your customers successfully.
The Jasons Take On... CS Expertise vs. Domain Expertise on August 20, 2019 at 10:30am EST / 3:30pm GMT
This is a topic that we're super passionate about and the conversation this month will talk through the pros and cons of both approaches, what our recommendations are, and the trends we're seeing in different companies now. Many CS leaders and professionals have extensive and broader experiences, across different industries and sectors, and when positioned correctly, it can have significant benefits for companies. How important is specific domain expertise in customer success? Join us to hear our insights from our own experiences on this topic.
Meet the Presenters
Jason Whitehead is the CEO of Tri Tuns, a Customer Success and Software Adoption training and consulting company. He helps organizations develop the practices and capabilities that ensure people actually adopt systems to achieve clear and measurable business value to the organization.
Jason Noble Jason Noble, a UK based visionary Customer Success executive and leader. He builds high-performing Customer Success teams and provides a variety of Customer Success mentoring, coaching and consulting services.