How Dynamic Yield Uses Automation to Improve Their Quarterly Business Review (QBR) Process

How Dynamic Yield Uses Automation to Improve Their Quarterly Business Review (QBR) Process

As the Head of Customer Success Operations at Dynamic Yield, Rona Yang’s job is clear: equip her team with the tools they need to keep the clients using their personalization platform thriving. After joining the company in March of 2018, she realized much of her time would be spent building out processes to improve the […]

How This Organization Improved Executive Visibility to Drive a Better Customer Experience Using Troops

How This Organization Improved Executive Visibility to Drive a Better Customer Experience Using Troops

Manuel Harnisch is Head of Customer Success at network analytics provider Kentik. His team handles onboarding, continuous outreach, and renewals, with only about 10% of their time going to reactive support. Obviously, he cares a lot about retention and having a robust renewals process in place, especially when there’s an opportunity for expanding service consumption. But when […]

Better Forecasting, Lower Churn. How Sales Engineers Positively Impact the Sales Process at Optimizely [Interview]

Better Forecasting, Lower Churn. How Sales Engineers Positively Impact the Sales Process at Optimizely

Salespeople are notorious for having rose-colored glasses and happy ears. Many think every deal will close—and at the highest possible number. Heck, sometimes I find myself being that way. And you know what? I want my sales team to be optimistic and positive. I want them to be confident—to believe that they can and will […]

Research: The Explosive Growth of Slack Is Creating New Roles to Manage Collaboration

Research: The Explosive Growth of Slack Is Creating New Roles to Manage Collaboration

Five years ago, no one had ever heard of Slack. Launched in 2013, Slack exploded onto the business landscape, quickly becoming the fastest-growing business application of all time. The reason? Slack increases productivity, turning internal communication from a tangle of forwarded email chains into a choreographed dance of organized conversations. For customer-facing teams, leading organizations […]