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Interview with Nir Eyal and Bill Cushard: Changing Behavior Through Software Training

Posted by Sarah E. Brown on Jun 8, 2015 9:00:00 AM

We're pleased to share an interview with Nir Eyal, author of the book Hooked: How to Build Habit-Forming Products and ServiceRocket's Head of Training Bill Cushard, moderated by Sarah E. Brown. Nir and Bill discussed how behavior psychology relates to customer training and customer success and how companies can apply psychology to enterprise software training. 

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Topics: Interviews with Experts

Ask Me Anything About Training and Customer Success With Bill Cushard

Posted by Sarah E. Brown on May 28, 2015 5:25:00 PM

As Head of Training at ServiceRocket, Bill has in-the-trenches experience building learning functions in hyper-growth organizations. He specializes in helping customers create long-lasting, loyal relationships between software companies, enterprises and their software by delivering these elements to enable customer success.

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Topics: Interviews with Experts

Enabling Customer Success at SalesLoft - Interview with Katie Rogers

Posted by Sarah E. Brown on May 18, 2015 11:01:00 AM

Fueling 2000% Growth Through Customer Success: An Interview With Katie Rogers, Director of Client Success at SalesLoft

SalesLoft, an Atlanta based startup, is the first complete prospecting platform; it’s quickly emerging as a leading sales intelligence SaaS company with over 2000% revenue growth in 2014. At the forefront of their momentum is their extraordinary commitment to client success, led by Director of Client Success Katie Rogers. Learndot spoke to Rogers about how SalesLoft has grown through training and customer success, best practices their team can’t live without, as well as tips for scaling.

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Topics: Interviews with Experts, Customer Success

What Makes A Customer Success Team Effective? We Asked The Experts

Posted by Rob Boone on Nov 19, 2014 1:30:00 PM

Customer Success Managers (CSMs) are in a unique position. On one hand, customer success has always been a key tenet of building a successful business. On the other, the concept of dedicating an employee, or an entire team, specifically to cultivating customer success is still a relatively new concept.

All that adds up to a discipline that’s just getting off the ground. We don’t have shelves of books filled with the collective knowledge of old superstars to turn to like the sales or management teams do--yet.

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Topics: Interviews with Experts

How Hootsuite University Leverages Social Media For Customer Education

Posted by Sarah E. Brown on Aug 25, 2014 1:26:00 PM

Hootsuite University is a leader in customer education, turning motivated users into bona fide social media “ninjas.” Learndot spoke with Hootsuite’s Allie Russell, Product Marketing Manager, and Kirsten Bailey, Director of Hootsuite University, about best practices for running successful customer education campaigns, including advice for customer success or customer education teams who are new to social media or want to optimize their efforts.

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Topics: Interviews with Experts

Interview With Samuel Hulick: User Onboarding And Customer Education

Posted by Sarah E. Brown on Jul 31, 2014 1:04:00 PM

Samuel Hulick is a UX consultant with a deep focus on user onboarding, as well as the author of The Elements of User Onboarding. He's the mastermind behind UserOnboard.com, a website that provides annotated teardowns of popular web apps' first-run experiences. Samuel talked to Learndot about the relationship between user onboarding and customer education, sharing insights that help customer success and education teams increase the likelihood their customers will be successful.

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Topics: Interviews with Experts

Interview With Tashina Combs, Customer Educator At Get Satisfaction

Posted by Sarah E. Brown on Jul 28, 2014 9:00:00 AM

We’re thrilled to post an interview with Tashina Combs of Get Satisfaction, a customer community platform based in San Francisco. Tashina started at Get Satisfaction as Customer Success Manager and is now Sr. Manager, Product & Community Education. Today, she shares with us her extensive experience as a customer educator and success manager, and how she’s adapted her role to help meet customer’s needs.

Learndot: What's your favorite part of your job as a Customer Success Manager?

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Topics: Interviews with Experts

Why CSMs and CEMs Need Buy-In From Other Departments

Posted by Rob Boone on Jul 21, 2014 12:45:00 PM

As a customer education or success manager, what happens when you get to the office and overhear a product engineer talking about a new feature the team just released...one of which you were completely unaware, and haven't integrated into your customer education campaigns?

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Topics: Interviews with Experts, Customer Success Education, Tools for Success

Which Customer Success Analytics Platform Is Right For Your Business?

Posted by Sarah E. Brown on Jul 17, 2014 12:26:00 PM

An In-Depth Review Of Totango vs. Gainsight vs. Bluenose

Churn. Retention. Customer Success. Renewal. These measures are the lifeblood of any subscription business. They are also the KPIs of the Customer Success Manager. As the software industry shifts en masse to software-as-a-service (SaaS), this role is exploding – and several sophisticated tools are being brought to market to serve its practitioners. Perhaps the most central tool is the “customer success analytics platform” that promises to take your customer data and provide insights to move those KPIs in the right direction.

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Topics: Interviews with Experts, Customer Success, Reviews

Interview With Lincoln Murphy, Gainsight Customer Success Evangelist

Posted by Sarah E. Brown on Jul 10, 2014 12:30:00 PM

We’re thrilled to post an interview with Lincoln Murphy of Gainsight, a customer success management platform based in Silicon Valley. Lincoln worked on growing SaaS companies for more than six years before recently joining Gainsight as Customer Success Evangelist. Lincoln shares with us his extensive experience as a critical driver of growth and value for SaaS and subscription businesses, and how to build an effective customer success team.

Learndot: How did you originally become interested in Customer Success at SaaS companies?

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Topics: Interviews with Experts, Customer Success

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