A quick 5 minute introduction video, as Master of Ceremonies, Aaron Thompson gets the crowd woken up, and the day started for The CX Strategies Summit, 2024.
In this 30 min fireside chat, Aaron and Srikrishnan Ganesan (founder of Rocketlane) discuss the importance and need for your PS organization to have an official charter. They then take the audience through how to create said charter, and what components make it effective.
In this 30 min virtual closing keynote, Aaron walks through the vital impact Onboarding and the associated Professional Services, have on a company's revenue. By taking a closer look at the 5 revenue streams, we can outline the impact level Onboarding and PS have on each, and compare that to the Revenue Acquisition Cost (RAC) of each.
CX, CS, and Support: What's The Difference? As part of the CX Strategies West '24 conference, I sit down with CX expert Sean Albertson to discuss the overlap, similarities, and differences of each. We define each clearly, and outline why it's increasingly vital for organizations and teams to do the same.
It was an honor and a privilege to serve as the Master of Ceremonies for the first ever Customer Success Excellence Awards, America's. After having done so for the European version in May of '22, it was such a rewarding experience to be invited to do so again. And this time in the United States.
As the closing keynote of Propel '23, Aaron takes the audience through the 5 revenue streams affected by Customer Success, and Onboarding: Net New, Renewal, Cross-Sell, Upsell, Referral. Each with its own RAC (Revenue Acquisition Cost), and directly impacted by the Customer's Onboarding.
In 30 min. Aaron outlines how Customer Success is nearly 18 years old as an industry and just like with people...its time to grow up. Including how industry best practices, standards committees, and innovative approaches will help us mature and #GetBetterTogether.
A 30 min. address where Aaron takes the audience through 4 well defined storytelling frameworks as well as the reason effective storytelling should be a core competency for anyone in Customer Success. Finally, he outlines the impact that effective stories will have on your business's revenue.
In this 30 min. lightning talk, I walk the audience through not only "Why QBRs are Stupid...because they are" but also "How To Make Them Smart." First defining what a QBRs is, Why do we NEED to do them, How can we make them Smart(er), and finally providing a self-evaluation of your own QBR process.
In the closing keynote address for The Customer Conference, Israel '22, I take the audience through what it means to Lead a team vs. Manage people. In summary, Leadership is about action and example, while Managing is about control. However, both are necessary to be the best leaders we can be.
Closing Keynote, Propel '22: In this 30 min. virtual keynote, I explain how to implement an Onboarding Business Review to drive value for your customers in the most critical stage of the Customer Lifecycle. Also included, is the overall revenue impact of an effective OBR. Although QBRs may be stupid...OBRs are certainly smart!
In this virtual keynote address, I take the group through an overview of what Outcome Based Selling (OBS) is, why it's a vital skill in today's subscription economy, and the vast impact it has on overall revenue. Also, I outline how when we sell Outcomes we have no need for RFP. Once we sign a customer, they should stay in the bottom of the the funnel forever...if we do it right.
Where does one end and the other begin? In this virtual Keynote address, I take the audience through the various differences of each discipline and outline where and how they overlap. Customer Experience is about the Journey and Customer Success is about the Destination.
In the opening Keynote Address for The Customer Conference, London, I explain how to leverage CSMs to grow accounts and still remain customer centric and outcome aligned. All while carrying a quota and hitting the number.
In this virtual keynote, I walk through how we can apply foundational Customer Success principles inward towards our own organizations and teams, in order to be better Leaders and Teammates. Defining what Success is and how we'll get them to what they ultimately desire from their effort.
Along with the Founder and CEO of Hugo, I explain the benefits (and struggles) of Success Planning and introduce a better way to do so: The SuccessPLAN Canvas. Simplistic in its design, yet the SuccessPLAN Canvas is the best way to define not only WHAT "success" is to our customers but also HOW we will get them there.
In a live, virtual, 1 hour bootcamp, I explain the background and positive impact of selling not what a product IS...but rather what a product DOES. Selling the Outcome not the Product, allows us to expand accounts through customer centricity and remain the customer's Trusted Advisor.
As the closing Keynote address for The Customer Conference, Tel Aviv, I explain how Customer Success goes beyond the people and the relationships we build. It begins within the Product, is enabled by Technology, and ultimately drives Revenue for us, our customers and our partners.
In my first virtual Keynote address, I explain the newest role in business: The Success Planner. A role that reports into Customer Success, yet operates pre-sale in the customer lifecycle. The Success Planner is how innovative companies are aligning what they sell, to what the customer wants most.
Outlining the overall Revenue Development Blueprint, I take the audience through the ins and outs of Support's impact on the Customer in general, and ultimately revenue as a byproduct. From Marketing, to Sales, to Support & Success.
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