Running an Efficient Customer Success Team: tooling options and knowledge | online
Running an Efficient Customer Success Team: tooling options and knowledge
Tuesday, 10 October 2023, 11.00AM - 12.00PM
Customer success can be a very expensive team if it’s not run efficiently. Without good customer operations structures in place, you will be spending on more headcount than you need. There are a lot of tools out there to manage implementation, support, and customer success. Which one do you choose and when? One tool that is often underused is your help centre. We know customers prefer to self-serve whenever possible, which saves us money, but how do you get your help centre off the ground and make it useful?
Who should attend?
Head of Customer or Revenue/Customer operations
Best suited to what stage of SaaS business?
Any SaaS business - particularly those that at growth stage or more established
What you will learn:
- Understanding if you are under tooled or over tooled
- Understanding the value of a help centre for your business
- Understanding Knowledge Centred Service (KCS) and if it's right for you
What you will learn from attending this presentation:
- Review your Customer Success tools, and decide if they are fit for purpose
- Identify the parts of the customer journey where you need to have the highest level of management. Consider and adopt new Customer Success tools that will work best for you.
Talei is a Fractional Chief Customer Officer at Customer Collective where she helps SaaS startups increase expansion revenue, reduce churn and increase customer experience across implementation, Support and Customer Success functions. She previously worked in Exec and VP customer roles managing global teams in some of NZs very successful SaaS companies, such as Vend powered by Lightspeed, CIN7 and Re-Leased.
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