InsightsCRM’s Guide to Managing NPS Detractors
Learn how Kapil Sharma, Customer Success Manager at ANALEC (InsightsCRM), uses Projects to quickly resolve customer concerns and keep his book of business healthy.
A Blueprint for Creating an Onboarding Hub
Minimize distractions and deliver excellent onboarding experiences with a dedicated Onboarding Hub.
How to Design a Sales & Account Management Hub
Efficiently navigate renewals, boost productivity, and drive growth using a Sales & Account Management Hub.
Sourcegraph's Monthly Update Template
See how Aimee, VP of Technical Success at Sourcegraph, uses Conversation templates to provide product usage updates to customers.
Speed up Roadmap Planning With a Feature Request Hub
Effortlessly track top product requests and prioritize your roadmap accordingly with a customizable Feature Request Hub.
How to Build a Customer Success Leadership Hub
Stay on top of growth and churn by using a Leadership Hub to understand customer health, retention, CSM performance, and much more.
A Blueprint For Building a Personal Hub
Learn about Personal Hubs in Vitally and how they can help CSMs become more efficient and productive.
How to Automatically Identify Expansion Opportunities
Learn how Ben from Salesmsg uses Playbook automation to detect and act on expansion opportunities in his Expansion Blueprint.
Salesmsg's Value-Driven Upsell Template
Discover how Ben from Salesmsg uses his Upsell Blueprint to effectively communicate value to customers and grow expansion revenue.
Renewal Call Note Template
Efficiently prepare for your upcoming renewals and maximize revenue with Lauren's Renewal Call Blueprint.
CSM Transition Template
Take a look at how Liz ensures a successful and smooth CSM-to-CSM account handoff with her CSM Transition Blueprint.
User Interviews' Post-Sales Handoff Template
Check out how Christy from User Interviews welcomes and onboards customers at scale with their Post-Sales Handoff Blueprint.
Client Escalation Template
Turn customer escalations into a positive experience and minimize errors by using Celine's Client Escalation Blueprint.
Key Stakeholder Change Template
Ensure stakeholder changes go smoothly with Parker's Key Stakeholder Change Blueprint designed for Hybrid and High-Touch Customer Success.
Quarterly Business Review Prep Template
Learn how Taylor collaborates with customers and streamlines his process for business reviews with his QBR Prep Blueprint.
New Customer Kickoff Template
Take a peek at how Steven uses Project Templates to make onboarding easy for new customers in this New Customer Kickoff Blueprint.
Athenian's Customer Onboarding Plan
Learn how José from Athenian creates a streamlined and collaborative onboarding experience with his Customer Onboarding Blueprint.
Client Re-engagement Template
Get customers re-engaged and ensure your book of business is achieving their business objectives with Laura's Client Re-enagement Blueprint.
Sales to Customer Success Handoff Template
Discover how Zack streamlines the account handoff process with our Sales to CS Handoff Blueprint.
Implementation Guide Doc Template
Increase time-to-value (TTV) and take the complexity out of your implementation process by using Krista's Implementation Blueprint.
#paid's New Account Onboarding Checklist
Learn how Natasha at #paid keeps her book of business on track and increases time-to-value with this New Account Onboarding Blueprint.
Sales Discovery Template
Streamline your discovery process and delight prospects with Carly's interactive Sales Discovery Blueprint.
Churn Report Template
Discover how Amelia captures and analyzes data from churning accounts at scale using this Churn Report Blueprint.
Beta Program User Kickoff Template
Renée's Beta Program User Kickoff Blueprint gives Customer Success and Product teams a scalable way to manage and collect feedback from participants.
Easy QBR Scheduling from Followup CRM
Check out Christine from Followup CRM's quick and concise template for scheduling QBRs.
The Vitally Guide to New Customer Onboarding (With Expert Insights)
The onboarding stage can make or break your customer experience. Follow our experts' advice to refine your onboarding process and improve customer confidence.
The Vitally Guide to B2B Customer Renewal (+ CS Renewal Checklist)
The current financial climate has made customer renewal critical for your B2B business's survival. This guide collects a wealth of expert advice to help you nail your Customer Success renewal process.
B2B Customer Churn Prevention: 8 Tactics That Actually Work in 2023
Forget the "best practices." These are the churn prevention strategies that boots-on-the-ground Customer Success pros are using to retain customers in the real world.
How to Build Your First Customer Success Team
We'll walk you though how to define your Customer Success goals, identify core roles and responsibilities, hire the right people, and create an effective CS engine for your company.
The 8 Most Useful Zapier Integrations for Vitally
By setting up Zapier integrations between Vitally and your SaaS stack, you’ll eliminate tons of manual effort and put all your important CS processes in one place.
What Operations Pros Need to Know About Customer Success Software
As an Ops leader, your job boils down to three words: Make things work. Here's how to approach your CSP search so that things run even smoother at your company.
Rinsed Unlocks Customer Insights and Enhances Team Collaboration with Vitally
“We’re the CRM for car washes, but we need the CRM for Customer Success.”
11 Customer Success Statistics That CS Teams Need to Know
We gathered the latest Customer Success stats to show CS’s impact on revenue growth, customer retention, team productivity, and more.
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Vitally Accelerates BombBomb's Operations with 27x Faster Information Retrieval
“Being able to have everything in one location really lets us compare the success and effectiveness of the entire team.”
Measure Dynamic Data Points Across Objects With Calculated Traits in Vitally
We’re excited to announce the release of Calculated Traits, a new form of Custom Traits in Vitally that unlocks more ways for Customer Success teams to track and analyze customer data.
18 Essential Customer Success Software Features
When evaluating CSP software, consider how these core features will help your CS team meet its goals and increase the value you provide to customers.
How to Avoid Burnout as a Customer Success Manager
Feeling some burnout in your CSM role? These expert strategies will help you foster resilience and protect your mental health.
Build vs. Buy: Why Developing Your Own CSP Is Never a Good Idea
It rarely makes sense to develop a Customer Success Platform inside your existing CRM. Here’s why some B2B companies consider it, and why they regret it.
The 5 Best Customer Success Platforms for Small Businesses: An Honest Look
A modern CSP sends efficiency through the roof, especially for small teams in growth mode. Here are five Customer Success tools that are doing it right.
What Is Customer Success Software? A Guide for B2B Businesses of All Sizes
Customer Success Software is a category of B2B business software that companies use to monitor, manage, and optimize their customer journeys. Here's why Customer Success Software is crucial to the health of your business.
Fresh Out of the Lab: Vitally’s A.I.-Powered First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
Vitally Brings the Heat with 14 G2 Badges for Summer 2023
Summer 2023 G2 badges are here, and we owe them all to our incredible customers! Check out this blog to learn more about our latest achievements.
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8 Customer Success Templates for Effective Onboarding Processes
Transform your onboarding process with 8 practical templates that create consistency and boost team productivity | Vitally
Passbase Ignites Data Visibility and Streamlines Productivity with Vitally
“I 100% think Vitally helps with the productivity of my [Customer Success] team.”
How to Create a Customer Health Score With Four Metrics
Any B2B Customer Success team can build a powerful, practical health score to identify healthy and at-risk accounts by using these simple metrics.
PartnerStack Harnesses Actionable Insights from Customer Data with Vitally
“What makes Vitally different is how you can parse all that data. The views are so powerful, [telling] me everything I need to know in one single click.”
4 Ways for Customer Success Teams to Increase Customer Collaboration with Vitally Docs
Deepen customer relationships and streamline CS operations with Vitally Docs: create personalized shared documents that connect back to your customer data.
4 Customer Success Automations to Save Time and Boost Productivity
Discover how Vitally's automation tools can streamline your Customer Success processes and workflows to help deliver exceptional customer experiences.
Top 5 ChurnZero Alternatives for Flexibility and Ease of Use
ChurnZero is a robust CSP, but leaves a lot to be desired when it comes to overall usability. Here are five ChurnZero alternatives that may be better suited for your team.
Integrating HubSpot and Vitally: Introducing Hierarchy Support for Organizations, Deals, and More
Discover Vitally's upgraded HubSpot integration with Hierarchy syncing, simplifying integration of hierarchy levels from HubSpot into Vitally.
Customer Success Enablement 101: A Simple Guide for B2B SaaS Companies
SaaS organizations need clarity on what’s required from Sales and Customer Success, and how these teams should work together. In this article, we'll shed some light on the concept of Customer Success Enablement.
Top 5 Planhat Alternatives for High-Growth CS Teams
Planhat has a user-friendly platform, but for businesses looking for a more mature CSP solution, you may want to consider one of these Planhat alternatives.
Vitally Secures Spot on GGV Capital and Crunchbase's "2023 SMBTech 50" List & Joins Honorees at NASDAQ Opening Bell Ceremony
Vitally has been named to GGV Capital and Crunchbase's 2023 SMBTech 50" List, a recognition of Vitally's rapid growth & service to small and medium-sized businesses.
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Webinar Recap: How to Operationalize Customer Feedback, Sentiment, and Advocacy ft. Simplesat
Learn how Customer Success teams can use customer feedback, sentiment & advocacy to drive meaningful change from industry experts in this webinar recap!
NPS vs. CSAT: What's the Difference Between Them and Which One Should You Use?
NPS and CSAT are two essential metrics that Customer Success managers rely on to measure the impact of their customer experience strategies.
Vitally’s Spring 2023 G2 Badges Are in Full Bloom
Celebrating success! See what G2 badges Vitally is proudly taking home this Spring, all thanks to our amazing customers.
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Webinar Recap: Unlock a Winning Support & Success Partnership
Discover expert tips & best practices for creating a strong partnership between Technical Support and Customer Success teams in this webinar recap!
Quarterly Business Review Essentials: How to Prepare for and Conduct an Effective QBR
The QBR is a unique opportunity for CSMs to position themselves as the strategic advisor for the customer. Here's how to turn it into a valuable experience for everyone involved.
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Linking Customer Success Manager Productivity to Customer Performance Indicators
Learn what Customer Performance Indicators are crucial for reflecting Customer Success Manager productivity.
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Helping Customers Achieve Value: The Role of Customer Success Managers
Read this blog to see why CSMs must proactively create value for their customers to help them achieve business outcomes.
Uncover the Benefits of NPS for Your Customer Success Organization
Unlock the power of NPS to drive business growth and unlock actionable insights into customer satisfaction.
Webinar Recap: How To Build a Non-Traditional Customer Success Team
Learn the importance of taking a non-traditional approach to Customer Success hiring & tips for those hoping to break into the CS industry.
Introducing Doc Automation: Seamlessly Create and Assign Docs at Scale
Enable collaboration with the latest improvements to Vitally’s automation tools. Learn how you can create and assign Docs at scale using Playbook automation!
How to Make the Jump From VP of Customer Success to Chief Customer Officer
Transitioning from a Customer Success leadership position to a full-fledged CCO role might be the career level-up you've been looking for.
When Should Your Company Start Using a Customer Success Platform?
What's the ideal time to start using a dedicated CSP at your company? If you want to drive revenue growth from your customer base, the answer is "as soon as possible."
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Redefining Your Ideal Customer: Why You May Be Misinterpreting Their Needs
You may be misunderstanding the needs of your ideal customer. Explore how a changing market impacts customer needs and how to become a customer-centric company.
The Future of Vitally and Customer Success Productivity
Learn about the future of Customer Success productivity and how Vitally is changing the game.
How to Break Into the Customer Success Industry
Landing your first role in customer success can be tough, but this article has advice to make it doable. Check out the tips and tricks that have helped many!
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lmpactful Trends in the Customer Success Industry
Explore some of the most impactful trends in the Customer Success industry. From AI to communication styles, these trends are sure to have a big impact on your organization.
Webinar Recap: Building Out a Compelling Commission Structure for Post-Sales Teams
Learn how to create a commission structure that will motivate your post-sales team and keep them driving towards success.
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Personalize Automation to Your Business Needs with Custom Objects
With Custom Objects, teams personalize and enhance their Vitally experience with information that is important to them. Today, we're excited to share an update that enables automated, real-time activities using Custom Object data in Vitally's Playbook automation tool.
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Investing in Product-Led Customer Success
A product-led organization invests in customer success. Find out how a dedicated CSM tool can automate tasks and put time and control back in the hands of a CSM.
Salesfloor's Enhanced Customer Insight with Vitally Fuels Actionable Results
With Vitally, Salesfloor was able to improve its CSM onboarding process and better understand product usage and customer health.
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How to Build a PLG-Driven Customer Success Team
As your company grows, it becomes increasingly important to have a well-oiled customer success team in place. Learn how to build a product-led growth (PLG) driven customer success team that will scale with your business.
Using ChatGPT for Improving Customer Success Productivity
Explore how AI language models can help Customer Success teams become more productive with their work.
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Tangible & Intangible Skills for High-Performing Customer Success Managers
Learn the top skills that will help you become a high-performing customer success manager.
Why Customer Tiering is Critical for Customer Success
You might think that all customers are equal, but that's not always the case. Here's how to tier your customers and create a tailored experience for each one.
Pleo Deciphers their Customer Base with Vitally’s Data-Driven Automation
By automating customer success processes with Vitally, Pleo can better serve their customers while staying on track to exceed their desired outcomes.
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Webinar Recap: Creating Customer Health Scores That Go Beyond the Binary
Learn how to create customer health scores that go beyond the binary and provide a deeper level of insight into your customers' well-being.
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Vitally is Feeling the Winter Spirit with New G2 Badges
Winter is here, and Vitally is feeling the spirit with our latest G2 Badges! Read the blog to see what we earned.
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Why Customer Success Managers Need a Customer Success Plan
A well-defined and executed plan is key to keeping your customers successful. In this blog post, we'll discuss what a customer success plan is, how to create one, and the benefits it can provide to both you and your customers.
Breaking the Fourth Wall of Customer Success
What do Fleabag and a Customer Success Platform for B2B SaaS have in common?
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Bring Any Data Point into Vitally with Zapier and Custom Objects
Customer Success teams can now use Zapier to import any data point from across their tech stack into a Vitally Custom Object. This provides CS teams with more data, control, and visibility over their work in Vitally.
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Avoma Overcomes Customer Data Fragmentation with Vitally
Avoma Overcomes Customer Data Fragmentation with Vitally
Webinar Recap: Customer Tiers & Considerations For Your Segmentation Strategy
Our 6th episode of Vitally’s Scale or Fail webinar series happened last week, so we’re coming in hot with a brand new recap blog to share all the goodness on customer tiers and considerations for your segmentation strategy
Introducing Docs: Customer Collaboration Powered by Customer Data
Introducing Docs—a collaborative workspace for Customer Success teams and their customers powered by Vitally data!
Create an Engaging & Successful Trial Experience with Automation
When it comes to your trial users, don't leave anything to chance. Learn how you can automate your trial process and engage prospects for the win.
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Webinar Recap: Climbing up the Customer Success Ladder From IC to People Manager
If you're ready to become a People Manager, Vitally's latest webinar is for you! Hear expert advice and learn the best tips from our webinar panelists.
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Vitally Rakes in G2 Badges this Fall
The Fall 2022 G2 Badges are in, and Vitally is raking them in! See Vitally’s new G2 badges that we are proudly displaying this season.
Webinar Recap: Defining Customer Success' Role in Product-Led Growth
Read the key takeaways from episode 4, where CS leader panelists discuss how Customer Success teams play a pivotal role in enabling Product-Led growth (PLG).
Day in the Life of the Most Productive CSM On Earth
Being the most productive CSM is not about the number of tasks completed, but knowing how to prioritize.
Webinar Recap: What Your New CSM Hires Wish You Did (and Did Not) Include During Onboarding
This webinar from Vitally is packed with great recommendations, insightful experiences, and helpful hints for onboarding in the Customer Success Industry.
What is Kanban Methodology, And How Can It Help You Improve Customer Success Operations
We're introducing you to the beauty of Kanban and how it can be used by Customer Success in your B2B SaaS company.
How to Take Better Meeting Notes & Increase Productivity During Customer Calls
Learn how to take better and more detailed notes during customer calls that will boost your productivity and deliverables as a CSM.
Hiring Diverse CSM Teams ft. RecastSuccess
See how hiring diverse CSM teams deliver high performance and exceptional creativity for their organizations.
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How Do You Measure the Customer Experience?
Learn how to best measure the quality of your company's CX strategy and maximize your customer's experience.
Scale or Fail Webinar Recap: Churn Prediction, Prevention, Payments & Post-Mortem (Q&A Recap with Unseen Bonus Question)
Dive into this post-webinar recap on operationalizing churn prediction, prevention, payments, and post-mortem with panelists from Vitally, Chargebee, and Spiff.
Increase Customer Success Productivity With Variables in Tasks and Notes
Learn how tasks and notes allow CSMs to stay on track, capture important customer details, and efficiently manage their book of business.
Customer Churn Analysis: What Is It, Why Does It Matter, and Why We Do It
Knowing how to prevent churn and distinguishing between good and bad churn all starts with having a customer churn analysis strategy.
Connect Business Intelligence Data to Vitally With Looker and iFrame Embedding
Integrate Looker and iFrame embeds with Vitally to deliver business intelligence insights side-by-side with Customer Success metrics.
Setting and Measuring Customer Success Outcomes—OKRs v KPIs v Metrics
The ultimate goal of any CS organization is to retain and grow revenues that come from existing clients, but in order to reach this ultimate goal, there are many objectives the CSM needs to achieve.
Getro Builds Out Enterprise-Grade Customer Health Scores and Decreases Time to Value with Vitally
Our growth is heavily reliant on customer referrals and word of mouth. So making sure that our customers are happy and healthy is very important to us.
Customer Advocacy: The Lever You Need to Pull to Drive Revenue
Transforming your customers into an extension of your marketing team starts with a solid Customer Success strategy.
The Customer Success Newsletter is Now a Part of Vitally
The rumors are true—we’re beyond excited to share that TheCustomerSuccessNewsletter.com is now part of Vitally.
Why Better Customer Data Management is the Key to Leveling Up Your Customer Success Organization
Understand the value of customer data management and the technology required to get the most from the information you collect from customers.
5 Alternatives to Canceling SaaS Companies Can Present to Subscription Customers
When a customer indicates they're ready to go, it's vital that the experience not be negative. And instead of them leaving, give them a reason to stay.
Playbooks Updates: See What’s New in Automation
Explore the latest enhancements to the Playbook experience in Vitally to give Customer Success teams greater control and visibility of the automation they’re building.
Streamline Documentation with Note Templates and Embeddable Tasks
Here we share several significant updates to Notes in Vitally designed to streamline and standardize the documentation process across your CS organization.
What Is “Tech Touch” Customer Success and How Does It Fit Into the SaaS Business Model?
In this article, we take a closer look at tech-touch Customer Success versus high-touch Customer Success and how to deploy both to get the best results.
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Grata Operationalizes Customer Data to Drive GTM Strategy & Develop Institutional Customer Knowledge with Vitally
Vitally interviewed Domila McFarlane, Customer Success Director @ Grata. Learn how Vitally helped Grata improve their customer success.
Improve Management of Responsibilities with New Custom Key Roles
Learn how Custom Key Roles help CS teams expand on the unique roles of their organization and improve team performance throughout the customer journey.
Using Technology to Automate Customer Engagement ft. Tips from CS Leaders
Here we share some best practices for engaging this customer type, particularly when they become unresponsive.
CSM to CSM: Understanding Your Compensation and How to Handle Negotiations
Vitally covers different kinds of CSM compensation packages, what they consist of, and how to find the right compensation package—both as an employer and as a CSM.
CompanyCam Takes the Guesswork Out of Their Tech-Touch Customer Success Model with Vitally’s Automation Capabilities
Vitally interviewed Jared of CompanyCam on how Vitally has helped CompanyCam solve the challenges that prompted their search for a Customer Success platform.
What Is Customer Marketing and How Does it Relate to Customer Success?
Vitally explores the benefits of Customer Marketing and its relationship to Customer Success and why both are so important to SaaS companies.
Eight Ways Customer Success Managers Can Prime Customers for Upsells When Sales Ultimately Owns Expansion Revenue
There are different ways you can drive revenue growth. Learn who owns the revenue expansion and how CSMs can set up their customers for account expansion.
Upselling, Cross-Selling, and Renewals: Understanding and Comparing Three Vital Components of Expansion Revenue
Expansion revenue helps SaaS companies reach its revenue targets quickly. Learn about the three components of expansion revenue: Upselling, Cross-Selling, and Renewals.
Hubstaff Builds Customer Success Right Starting on Day-One with Vitally
“If you’re not going to give them all the ammunition they need to actually go ahead and help customers, the whole idea behind a Success team is just moot.”
Our Guide to Using NPS to Improve Customer Success at SaaS Businesses
Vitally deep dives into this NPS to explore what makes it so beloved by Customer Success professionals and discuss best practices for using it in your SaaS company.
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Create Custom Automation Paths with Branching Logic in Playbooks
Vitally is excited to share the launch of our fully redesigned Playbooks experience for enabling Customer Success teams to create seamless workflow automations.
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Why You Should Build Customer Health Scores by Lifecycle Stage (+ Downloadable Guides)
We walk through the methodology behind our best-practice guides on how to build a customer health score by customer lifecycle stage.
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User Interviews Masters Proactive Customer Success with Vitally
Vitally interviewed Hope of User Interviews on how Vitally has helped User Interviews solve the challenges that prompted their search for a CS platform.
Common Points of Sales <> Customer Success Misalignment ( + Tips for a Successful Partnership)
Let's dive into the most common misalignments between Sales and CS in SaaS these departments can work together in order to build the best growth machine.
Re-Inventing the (Fly)wheel: Building a Customer Advocacy Program That Benefits Your Customers & CSMs
Learn how to develop a program that nurtures strong customer relationships, encourages customer referrals, and enhances Customer Success outcomes. Gain practical tips and best practices from experienced professionals in the field.
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How Customer Success Organizations of Any Size Can Support Enterprise Customers
Join us for an insightful fireside chat that delves into the intricacies of supporting enterprise customers within customer success organizations, regardless of their size.
Mastering Customer Success: Lessons from Industry Trailblazers
We're bringing together a panel of accomplished female leaders who have paved the way in the Customer Success realm, and we're inviting you to join in on the convo on Tuesday, September 12th!
From pivotal moments that revolutionized CS practices to insights on the latest trends shaping the future of CS, we'd love to invite you to a transformative session to gain insider perspectives on strategies that'll set you apart and make a mark in the evolving CS landscape.
Opps for Ops: Harnessing the Full Potential of Your Customer Success Tech-Stack
In today's rapidly evolving business landscape, delivering exceptional customer experiences has become the cornerstone of sustainable growth and success.
Customer Success teams are at the forefront of driving customer satisfaction, retention, and expansion. To meet the demands of this critical role, Customer Success leaders are constantly seeking ways to optimize and leverage the full potential of their Customer Success tech-stack.
Watch this insightful webinar to learn the strategies and best practices that empower Customer Success Operations Leaders to harness the full capabilities of their tech-stack, elevate team productivity, and boost customer outcomes.
From Implementation to Success: Proven Strategies for Cultivating Long-Term Adoption
CS teams must navigate complex implementation processes, varying customer requirements, and time constraints while ensuring that customers are set up for success from the start.
Do you want to create a seamless and unforgettable client journey?
Encouraging customers to fully utilize the product’s features and capabilities requires effective communication, training, and continuous support. Low adoption rates and lack of engagement can hinder customer success and satisfaction.
If so, watch the CS Unleashed webinar focusing on onboarding and product adoption. In this interactive and engaging session, we’ll show you how to transform your client experience from good to exceptional.
How to Measure Customer Education’s Impact on Retention
Customer education can be a powerful initiative for scaling your Customer Success organization while strengthening overall retention rates…
This webinar brought together Customer Success and education leaders from Vitally, WorkRamp, and Productboard to share their insights on the impact of customer education on retention, and its pivotal role in scaling and ensuring your customers get the most value out of what they need to succeed.
Here’s a sneak peek of the topics they unraveled during the webinar:
- Why customer education is crucial in scaling Customer Success operation
- Best practices for building an academy center accessible to customers
- How to operationalize and measure customer education’s impact on customer success
Watch the on-demand recording of the webinar to uncover the hidden gems behind customer education’s pivotal role in Customer Success operations and walk away with ways to create an educational oasis for your customers.
Leveraging the Power of AI to Transform Customer Success
Do you wonder why A.I. is today's hottest trend? You're not alone. From ChatGPT to breaking down the future of A.I., get an in-depth analysis of how Artificial Intelligence (A.I.) is revolutionizing organizations and transforming how Customer Success teams drive and scale productivity.
Mickey Powell, Co-founder and Head of GTM at UpdateAI, a ChatGPT-powered tool that automates call notes and insights for Customer Success teams, as well as Jamie Davidson, Co-founder and CEO at Vitally, and Jeff Chase, Director of Product Marketing at Vitally, discuss the basics of A.I., demystifying the buzzwords and jargon surrounding
it. In this webinar, our panelists explained what A.I. is, how it works, and why it has become a game-changer for Customer Success teams.
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Customer Success Festival Las Vegas presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing.
Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
Bridging Real-Time Visibility of CSAT to Customer Success
Do you ever struggle to quantify the impact customer satisfaction has on your business? You’re not alone!
Vitally and Simplesat partnered to host a 45-min virtual discussion around tools and processes to optimize customer feedback and scale growth.
In this discussion, Vitally’s Customer Support Manager, Laura Bedoya, and Simplesat’s Product Expert, Hannah Logan, dove deep into bridging the gaps between CSAT and customer feedback for today’s Customer Success team.
Our expert panelists shared the unique features of this Vitally integration and the benefits of using these two tools together, including:
- Optimizing customer feedback
- Creating a strong partnership between Technical Support & Customer Success teams
- Enabling Product-Led Growth (PLG)
Customer Success Festival Amsterdam presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing.
Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
How To Start Your Customer Success Organization ft. RecastSuccess
Building a successful Customer Success organization requires more than just a plan; do you have the leadership and tools to lay a strong foundation?
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—brought together a panel of Customer Success leaders who have built and scaled Customer Success teams to discuss how to build a Customer Success organization from the ground up.
Our panelists shared:
- Advice on having a Leader or IC as your first Customer Success hire.
- Essential tools necessary to scale your Customer Success efforts.
- Support vs. Success: How to balance the needs of your customers while achieving company goals.
- Insight on which GTM insights will drive your Customer Success strategy.
How to Operationalize Customer Feedback, Sentiment, and Advocacy ft. Simplesat
Established customer relationships are worth the effort — greater engagement, a deeper understanding of the customer, and increased loyalty for long-term success.
Vitally—the modern Customer Success Platform—and Simplesat—the fun and engaging survey tool for service businesses to gather insightful feedback from their customers—hosted a panel of industry experts to discuss the importance of understanding customer sentiment, turning customers into advocates, and measuring the impact of customer relationships that drive real change.
Our panelists covered:
- How to best use customer sentiment to make better decisions for your Customer Success organization.
- Strategies for boosting customers involvement in advocating for your business or product.
- Best practices for creating actionable insights from customer feedback that measure long-term impact.
- And answers to your questions!
First-Look Product Webinar: See the Future of Customer Success Productivity
We're excited to announce Vitally has raised $30M in Series B funding.
Join Vitally CEO and co-founder, Jamie Davidson, and Vitally Founding Product Manager, Renee Kenny, for an exclusive first-hand look at what is coming next for Vitally.
We can't wait to show you what the future of Customer Success work looks like.
Be sure to register, even if you can't attend, as we will be sending out a recording of the panel to all registrants!
Scale or Fail: Unlock a Winning Support & Success Partnership
How Support can find Success, and Success can provide Support.
Vitally—the modern Customer Success Platform— brings together a panel of experts from Vitally, Mattermost, and beyond to discuss best practices for creating useful self-service solutions for their customers, enabling collaboration between these teams, and delivering value throughout the customer experience.
Our panelists will cover:
- How to effectively create product support processes and escalation paths.
- Best practices for crafting a customer-first support experience.
- Methods on prioritizing and managing support requests
- Tips for building a successful Customer Support and Customer Success partnership.
Scale or Fail: How To Build a Non-Traditional Customer Success Team
If your customers represent all industries and walks of life, your company should reflect that—starting with the team on the frontline.
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—bring together a panel of Customer Success leaders from RecastSuccess, Dover, and Kind Consultants to discuss how and why your organization should consider a non-traditional approach to building and/or growing your Customer Success team, and what to look for in a non-traditional hire to ensure they’ll excel in the role.
Our panelists cover:
- Why it's important to build a Customer Success team that reflects the diversity of your customer base.
- How First Principles apply to Customer Success organizations and their hiring processes.
- Tips on what to look for in a non-traditional hire and what traits to showcase if you are the non-traditional hire.
- Answers to your questions!
Scale or Fail: Customer Tiers & Considerations For Your Segmentation Strategy
Vitally—the modern Customer Success Platform—and RecastSuccess—the professional training and coaching program for Customer Success career transitioners—brought together a panel of Customer Success leaders from Zappi, Informed K12, RecastSuccess, and Vitally to discuss various segmentation strategies for SaaS organizations, how your segmentation strategy impacts your business, and factors to consider when deciding on a segmentation strategy.
Our panelists cover:
- When companies should start to consider tiering their customers
- Customer Success hiring considerations for supporting different tiers
- The pros and cons of different segmentation strategies i.e. industry, geography, ACV, etc.
- Answers to your questions!
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Scale or Fail: Defining Customer Success' Role in Product-Led Growth
In today’s market, SaaS companies are expanding through Product-Led Growth (PLG). But how do they retain their new customers and get them using their product consistently? The answer lies in Product-Led Customer Success.
Vitally—the modern Customer Success Platform—brings together a panel of Customer Success and Growth leaders from leading Product-Led companies, Hotjar, Productboard, and Mixpanel, to discuss Customer Success' role in enabling PLG and what Customer Success teams need in order to be successful in doing so.
Our panelists cover:
- Best practices for engaging and retaining tech-touch customers
- Proactive outreach: user journeys, user onboarding, and feature adoption flows
- User segmentation methodologies that support PLG
- Tech-stack essentials for enabling Customer Success
- Answers to your questions!
Customer Success Festival New York presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing.
Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
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Scale or Fail: Creating Customer Health Scores That Go Beyond the Binary
All Health Scores are not created equal. Take your customer Health Scores from static to dynamic.
Vitally—the modern Customer Success Platform—brings together a panel of Customer Success leaders to discuss how organizations can enhance their Health Scoring models by making the most out of their customer data, getting specific with segmentation, building outside-of-the-box health score equations, and beyond.
Our panelists cover:
- Different Health Scoring models for different lifecycle stages
- Considerations for dynamic Health Score equations
- How to think about Health Scoring for different customer segments
- The customer data that has the highest impact on customer health & how to quantify qualitative data
- Answers to your questions!
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Scale or Fail: Building Out a Compelling Commission Structure for Post-Sales Teams
Vitally—the modern Customer Success Platform—and Spiff—the commission platform that automates and optimizes commissions plans and motivates commissioned reps—brings together a panel of Revenue leaders from Electric, Symplicity, Betts, and Spiff to discuss how organizations can structure compelling compensation plans for Customer Success Managers, Account Managers, and all post-sales teams.
Our panelists cover:
- Tactical advice on building out a commission structure for post-sales teams (whether they’re responsible for opportunities or not)
- The pros and cons of bonus plans vs. paying out commission
- How to budget for a post-sales bonus/commission structure when you have limited resources
- Why should you implement a compensation plan for post-sales teams?
- Answers to your questions!
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Scale or Fail: Climbing up the Customer Success Ladder From IC to People Manager
CSMs, let's talk about scaling the Customer Success ladder.
Vitally—the modern Customer Success Platform—brings together a panel of Customer Success leaders and a leadership expert to help individual contributors in Customer Success understand what it takes to effectively make the transition from individual contributor to effective, and admired, people manager.
Our panelists cover:
- How to do the job before you have the title
- Managing up and down within your team and organization
- Laying the foundation for a high performing team
- How to lead with vulnerability, empathy, and care
- Answers to your questions!
Be sure to checkout Steve Haase's course for new managers here.
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Product Deep Dive: Docs in Vitally & Collaborating with Customers
Vitally—the modern Customer Success Platform—recently launched Docs, an innovative, collaborative software solution powered by customer data that streamlines real-time collaboration between customers and Customer Success teams.
With Docs, Vitally users can quickly create dedicated workspaces to share critical project details, provide new levels of transparency, and empower teams across organizations to work together like never before.
In this product-driven webinar, the Vitally team covers:
- Creating and sharing a Doc in Vitally
- Use cases for Docs
- Why we built Vitally Docs
- Answers to your questions!
Customer Success Festival Austin presented by Customer Success Collective
When you attend the Customer Success Festival, you can expect a jam-packed two days filled with networking opportunities and knowledge sharing.
Whether you’ve got a problem concerning onboarding, churn mitigation, or renewals, rest assured, you’ll leave our two-day festival rejuvenated and return to work to apply your findings in brand-new strategies.
Our keynote presentations and panel discussions are spearheaded by the brightest CS leaders from the world’s most recognizable brands, all with a wealth of experience. There’s no better place to recharge your CS batteries and achieve that eureka moment.
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Scale or Fail: Operationalizing Churn Prediction, Prevention, Payments, and Post-Mortem
The four ‘P’s’ for mitigating churn, scaling Customer Success, and positioning CS as a revenue leader.
Vitally, the modern Customer Success Platform, and Chargebee, the leading subscription management platform, are bringing together a panel of Customer Success, Retention, and Operations leaders from Spiff Inc., Chargebee, and Vitally to discuss how they use churn prediction to maintain, and expand within, their installed customer base and position Customer Success as a revenue driver as their organizations scale.
Our panelists will cover:
- Prediction Churn forecasting using customer health scores
- Prevention How to listen for early churn signals (and what to do if you see them)
- Payments How to support customers when they want to scale down
- Post-Mortem How to fail forward and learn from churn
- Answers to your questions!
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Scale or Fail: Mastering Sales & Customer Success Collaboration
When it comes to Sales & Customer Success—alignment is out, collaboration is in.
Vitally has built a panel of Customer Success and Sales leaders from our own team, DUCO, Ignition, and Hubstaff to discuss how they scaled collaboration between Sales and CS at their companies (plus tactical advice on how you can level up your Customer handoff process today)!
Our panelists cover:
- How Sales and Customer Success collaboration looks different for different CS models.
- Mitigating surprises and managing expectations before, during, and after customer onboarding.
- The differences between a mature and immature customer handoff, and advice on how to improve your organization's process.
- Answers to your questions!
The State of Knowledge Sharing in Customer Success Organizations | 2023
We surveyed 150+ Customer Success professionals and executives to learn how CS teams are communicating with their clients and collaborating with other departments. Here are seven key takeaways.
6 Rules for Highly Successful Business Reviews
Here are 6 rules Customer Success Managers can follow to create more impactful, collaborative, and valuable business reviews.
A Customer Success Leader's Guide to CRMs, PLG CRMs, and CSPs
Not sure which tool is right for your organization? You’re not alone. In this guide we’ll explain the purpose of each tool, which teams they serve, and which platform is best suited for your needs.
Customer Success Maturity Assessment
Is your Customer Success team prepared to scale? Understand the different levels of CS maturity, how to benchmark against industry peers, and how CS organizations can level-up.
Buyers Guide: Selecting a Customer Success Platform
How to evaluate, choose, and internally sell a Customer Success Platform for your scaling business.
Digital Transformation Trends in Customer Success
Pulse and Vitally surveyed 100 technology executives involved in Customer Success to find out business expectations for digital transformation, top barriers, and top areas for improvement.
How to Build a Customer Health Score by Lifecycle Stage
Our guide to building best-in-class SaaS customer Health Scores for every stage of the customer lifecycle: onboarding, adoption, maturity, and renewal.
Product-Led Customer Success
Vitally surveyed 100 technology executives involved in Customer Success at Product-Led Growth companies to gain greater insight on the state of PLG.
First Call Success Generator
Struggling to align CSMs and new customers? Master the first customer call with our ChatGPT-powered success plan generator.
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Calculate Customer Success KPIs
Plug in your numbers to see where your company stands with Net Revenue Retention (NRR) and Churn.
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Measure Team Productivity
Curious how a Customer Success Platform will benefit your team? See what ROI could look like in 12 months.
Try Now →Boost Your Customer Success Productivity Now
Schedule a personalized demo today to see how Vitally can help your Customer Success organization operate with more efficiency, improve NRR, deliver best-in-class customer experiences, and get more work done.
