CX & Customer Success resources

I had the opportunity to participate in a webinar with JBara and Marketo in which we discussed how “Customer Success Managers” (who are typically focused on customer retention and cross-sell/up-sell expansion within their existing customer base) have implemented customer surveys to support their goals.  Mike Stocker, Customer Success Team Lead from Marketo, spoke about the specific process he uses at Marketo, while I discussed successful strategies and tactics from other companies, including:

• Knowing your customers sentiment (“temperature”) with complete certainly before you contact them
• Making best use of customer interactions to drive sales
• How to construct a questionnaire to manage the customer success process

We had a great turnout, and so there are interesting results to our poll question to understand what experience the attendees might have with Net Promoter as a system, instead of feedback as a score.
To watch the webinar click here
(which will take you to the “Implementing a Successful Customer Survey” recorded webinar at http://www.gainsight.com/resources/webinar/steve-bernstein-waypoint-group-mike-stocker-marketo-best-practices-surveys )