Becky May
5 Digital Customer Success strategies that actually work
If there’s one thing every Customer Success leader is talking about these days, it’s Digital Customer Success. The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small.
Estimated Read Time: 6 minutes
Case study: How Docebo Community Hit 96% P2P Support In Less Than a Year
Before global learning technology leader Docebo built the Docebo Community in 2021, its customers were “knocking at the door” for more opportunities to connect with other customers, share best practices, ask questions, and provide product feedback. Whatsapp groups, email threads, and lonely subreddits were allowing…
Estimated Read Time: 7 minutes
Case Study: How involve.ai used inSided’s community to improve efficiency by 50%
For many community managers, it’s not uncommon to build their community strategy from scratch when coming into an organization. However, Mary Poppen, Chief Business and Customer Officer at involve.ai, and Brigid Colver, Senior Manager of Customer Intelligence Community, had a repeatable playbook ready to execute from…
Estimated Read Time: 5 minutes
Your Top 10 Moments from Pulse Europe 2022
Sadly, Pulse Europe 2022 has concluded, but that doesn’t mean we can’t reminisce on our and your favorite moments. Take a look at some of the special shoutouts on social media from this year’s exciting event. 1. Marija Skobe-Pilley, Customer Success…
Estimated Read Time: 3 minutes
Case Study: How Gong uses Community to Fuel ARR and Customer Retention
In 2021, Gong customers tasked the Revenue Intelligence platform to find a way to bring them together to share and learn from one another. This led Gong’s CCO, Eran Aloni, to implement a community as the central part of its…
Estimated Read Time: 5 minutes
A growing mission: Gainsight’s GameChanger Community 3.0
If you didn’t know, Gainsight, throughout its history, has always been a Community company. In fact, we’ve had one since 2015. Initially, it was dubbed the Pulse Community as a way to continue the dialogue between like-minded Customer Success individuals far beyond our annual conference. …
Estimated Read Time: 6 minutes
Outlining your Digital Customer Success journey
In an age of business efficiency and where Durable Growth reigns supreme, being able to scale with your existing resources is not only ideal but expected. The same expectations apply to Customer Success teams. Thankfully, Digital Customer Success (DCS) can enable these teams to still…
Estimated Read Time: 10 minutes
Case study: How Zapier uses inSided for P2P Support and Unlimited Subject Matter Expertise
When workflow automation company Zapier was implementing community into its organization, it wasn’t only to engage with its customers but also its 100% remote team. We spoke to Jillian Bejtlich, Director of Self-Serve Customer Experience at Zapier about how community became the…
Estimated Read Time: 5 minutes
90-Day community: Happily ever after the first 10 customers
A common misconception around Community is that you need a large pool of customers to start one. However, Nisha Baxi, Director of Community at Gong, argues otherwise. During Baxi’s Pulse 2022 session, “90 Day Community: Happily Ever After the First 10…
Estimated Read Time: 7 minutes
Webinar Recap: Getting Internal Buy-In and Vendor Approval
In a recent webinar with Metadata.io Head of Community, Katie Ray and inSided VP of Marketing, Remco de Vries, we discussed strategies for getting internal buy-in and key things to think about in your vendor research process.
Estimated Read Time: minute
Case study: How Cognite transformed its community into a key channel for its high-touch strategy
We spoke to Alex Farmer, VP of Customer Success, and Anita Hæhre, Customer Community Director at Cognite, about using the community as a key channel in a high-touch strategy.
Estimated Read Time: minute
Webinar Recap: Building a Community Team
In a recent webinar with BMC Software’s Matt Laurenceau and inSided's Remco de Vries, we discussed how to go about building your community team. Matt shares his biggest takeaways from his 25 years of community experience on bringing in extended teams, which department community should sit under, and what characteristics to look for when hiring a successful community manager.
Estimated Read Time: minute
Webinar Recap: Creating a Community Strategy
In a recent webinar with Commsor VP of Services, Erik Martin and inSided VP of Marketing, Remco de Vries, we discussed some important factors you want to consider when creating your community strategy. Here’s Erik’s biggest takeaways on how to approach content creation, finding advocates, internal support, and KPIs. Want to see the webinar in full? Click here to watch it on-demand. Takeaway 1: View content as a genreContent is not one size fits all. By segmenting your content around niche topics or specific categories, you’re creating boundaries so your members understand how to participate. This is how Erik approaches content strategy. “By narrowing in on the topic, it’s then easier to post.” he says. “You want to make it obvious so people know what to do.” Some of his go-to, low-friction examples are pets and big wins. Because who doesn’t want to post a cute pic of their dog?
Estimated Read Time: minute
5 Reasons to Attend Pulse’s Community Track
With an education-packed two days of Pulse, it may be hard to narrow down your list of which sessions to attend. We might be biased, but here are five reasons why we think you won’t want to miss the community track this year.
Estimated Read Time: 3 minutes
Case study: How InSided helped Sequoia Benefits Group launch an online community and boost customer retention
Like most industries, the pandemic has reshaped how HR professionals go about their day-to-day lives. Companies' biggest concerns have shifted from ways to maximize productivity to how to retain employees and keep them safe and happy, all while navigating the new territory of COVID-19 protocols.
Estimated Read Time: minute
7 Activities to Boost Community Engagement
Community engagement is not created overnight. It takes time and dedication just like any other fitness goal. Here’s seven ways to build your online community strength.
Estimated Read Time: minute
Laying the foundation for Community-Led Growth
If you’re working for a B2B SaaS company and have logged into your Linkedin account lately, you’ve probably heard the phrase Community-Led Growth (CLG). (If you haven't, now's your chance to sign up for our Community Summer Camp.)
Estimated Read Time: minute
10 community leaders and how they win
From one of the biggest CRM companies to a collective of tech investors and founders, we’ve interviewed 10 community leaders who cracked the code on how to foster and build successful and engaged communities. Get to know their stories and best secrets on winning over executive teams and community members.
Estimated Read Time: minute
Building strength with a community-led approach
If you asked anyone a decade ago what community-led meant, you’d probably be met with blank stares. Flash forward to 2022, SaaS-superstar companies like Figma, Asana, and Atlassian all have one thing in common: a community-led approach. Communities allow Customer Success teams to scale, get real-time feedback and insights into customer needs, and most importantly, they give customers a voice. Within your company, your community can teach you about what customers want to see from your product, how you should craft your customer communications, source new prospects for your product, and find people who are a great fit to work for your company. The list is endless, but one thing is for sure, community-led is becoming the norm. Why? Because it’s giving power to the people, and by doing so, it enables teams to create better paths to customer success – on the customer’s terms.
Estimated Read Time: minute
Putting your customer health scores to work
Welcome to another week of Burn the Churn! This week, we’re starting a new phase of our Customer Health Challenge: endurance. We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips consistently.
Estimated Read Time: minute
Leverage data and tools to improve customer conversations and reduce churn
Welcome to another week of Burn the Churn! This week, we’re continuing to work on the core by investigating how you can leverage data and tools to improve customer conversations, avoid unexpected churn and false customer health scores. Let's go! (Not signed up for the challenge yet? Join here.)
Estimated Read Time: minute
8 signs of a healthy (customer) relationship
It’s 2022. We don’t do toxic relationships anymore. That’s why, in honor of Valentine’s Day, we’re discussing what qualities to look for in a healthy customer relationship that truly has the potential to go the distance.
Estimated Read Time: minute
Putting your customer health scores to work (Burn the Churn – Clone)
Welcome to another week of Burn the Churn! This week, we’re starting a new phase of our Customer Health Challenge: endurance. We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips consistently.
Estimated Read Time: minute
Leverage data and tools to improve customer conversations and reduce churn (Burn the Churn – Clone)
Welcome to another week of Burn the Churn! This week, we’re continuing to work on the core by investigating how you can leverage data and tools to improve customer conversations, avoid unexpected churn and false customer health scores. Let's go! (Not signed up for the challenge yet? Join here.)
Estimated Read Time: minute
8 signs of a healthy (customer) relationship (Burn the Churn – Clone)
It’s 2022. We don’t do toxic relationships anymore. That’s why, in honor of Valentine’s Day, we’re discussing what qualities to look for in a healthy customer relationship that truly has the potential to go the distance.
Estimated Read Time: minute