by Bill Cushard (@BillCush)
The purpose of this post is to assemble resources shared about Gainsight’s Pulse Conference 2014, before, during, and soon after the biggest Customer Success event of the year in San Francisco on May 13 and 14 at the InterContinential Hotel.
I will be updating this post as new resources come in. If you have resources to share, please tweet a link using the hashtag #PulseConf2014 and mention ServiceRocket. I’ll be sure to add it.
What is a backchannel?
A backchannel is the practice of using computers (ok, smartphones mostly) to maintain a real-time, online conversation alongside a primary group activity, event, or conference. Backchannels are mainly used by people who want to participate in a conference without attending the conference. But guess what, it turns out, people at the conference participate, too...sharing resources and their experiences at the conference. People also use it to otherwise connect with each other.
To participate in the Gainsight Pulse 2014 Conference, get on Twitter and follow the #PulseConf2014 hashtag.
What is curation?
I am not talking about curating art at a gallery, although that is extremely glamorous. I am talking about curating content from a conference using a conference backchannel as a means for following, collecting, and sharing resources about the conference and the conference topic.
In this post, I will be curating content from Gainsight’s Pulse 2014 Conference around the topic of Customer Success. So stay tuned as this post will be updated frequently before, during, and after the conference.
Here are those resources:
Customer Success
- An Executive Primer to Customer Success Management - Forrester Report by Kate Leggett
- Customer Success Driving the Top Line Part 1: Building Long-Term Relationships - Hatim Shafique
- Customer Success: The Definitive Guide - by Lincoln Murphy
- 5 Ways to Drive Subscription Growth by Focusing on Customer Success - by Lincoln Murphy
- CSM Has Become a Crucial Component of SaaS Business - Dave Hare, O0yala
- Agile Customer Success: Changing the Way Customer Success Teams Work - Chad Horenfeldt
Customer Health
- How to Score Customer Health - Dan Steinman
- Delivery a Comprehensive Customer Health Analysis in Your Board Meeting - Dan Steinman
- The Anti-Churn Score Card - Olivier Delerm, Churn Squad
Churn
- Executive Guide to Churn - Official Guide from Gainsight
- No Silver Bullet Solution for Customer Churn - Mike Stocker
- Can Churn Fuel Product Adoption - Monica Adractas
- Curated News on Churn - Churn Squad
Training
- 17 Ways to Know Whether Your Enterprise Software Customer Need Training - ServiceRocket
- 5 Ways to Grow Your Enterprise Software Business with Training - ServiceRocket
Aligning Customer Success
- Aligning Customer Success and Sales - Dan Steinman
- Aligning Customer Success and Customer Support - Dan Steinman
- Aligning Customer Success and Services - Dan Steinman
Customer Success Organizations and People
- Five Organizational Models of Customer Success - Gainsight Blog Post
- Determining the Right Customer Success Model for your Organization - Dan Demas
- What to Look for in a VP of Customer Success - Dan Steinman
- Dynamics of Four Customer Success Management Organization Models - Shail Khiyara
- The 4 Challenges Facing Customer Success Teams in Startups - Tomasz Tunguz
Marketing
- How to Build and Market a New Category - Anthony Kennada
- Yes, the Marketing Funnel is Dead - Tom Murphy
Data...OK..."Big" Data
- Does Customer Success Need Real-time data? - Dan Steinman
- "Big Privacy" Rises to the Challenges of Big Data - Steve Wilson
Miscellaneous
- Twitter List of #PulseConf2014 Speakers and Attendees - A public Twitter List by Carolina Pachon
- The Customer Success Management Forum - Linkedin Group
- Monday's Musings: Why May 12th, 2014 Is One Of the Busiest Weeks in Enterprise Software Conferences - R "Ray" Wang
- Breakfast with Malcolm Gladwell - Tom Foremski
- 3 Consistent Themes from the 2014 Pulse Conference - Chip Luman
Warm Up: Videos from Pulse 2013 to Get You "Even More" Excited for Pulse 2014
- Geoffrey Moore's Keynote
- Nick Mehta's Keynote
- Dan Steinman's Keynote
- Justifying Customer Success to Your CFO
- What Your CEO Thinks of Customer Success
- Best Practices: CEO-CSM Alignment
- CSM Renewals and Up-Sell
- Working With Your Sales Counterpart to Drive Success and Revenue
- CSM Team Management
- Partnering with Your CIO to Build a Customer-Driven Enterprise
- How Your Efforts Increase Shareholder Value from Sandhill to Wall Street
Feel Free to Share
If you found resources I missed, please send me a tweet or just mention me or ServiceRocket in a post using the hashtag #PulseConf2014, and ask me to add it.
