It’s not long now until #Pulse19 and here at inSided we are pretty excited about this year’s edition of the biggest event in Customer Success! We’re really happy to be joining as a sponsor for this event and we’ve got some great happenings lined up… will you be there?

I spoke to a couple of our own CSMs and our VP Customer Success who’ll be attending as delegates to find out what they are most excited to learn about at this year’s edition. Hopefully this list will inspire you to grab your ticket if you haven’t already registered—click here to get a FREE Expo Hall & Keynote ticket if we’ve piqued your interest!

Here are the burning questions our Customer Success team are taking with them to Pulse:

• How can I effectively keep track of what my customers are doing / thinking?
• How can I promote our new product features, increase product adoption and create ‘stickiness’?
• How can we make sure we execute a good handover—from sales to onboarding to CSM?
• How are other software companies scaling their own CS functions from 10-50 customer to 300-500 customers?

And with those in mind, these are the sessions we’re super excited about:

• The Customer Powered Enterprise: Using Customer Communities to Fuel Customer Success

  It’s pretty unsurprising that here at inSided we are very intrigued to discover how other companies are using their customer communities to fuel their Customer Success activities. Shane, one of our New York-based CSMs is particularly looking forward to this session delivered by Nicole Dingley at Wiley.

• All The Best Products Are Built On Empathy

  We truly believe that understanding your customers and their needs is absolutely key to achieving growth in your software business. One way to do this is by utilizing your customer community to help you build best-in-class products. That’s why we’re curious to hear what other insights come out of this session which promises to help product teams create great customer experiences.

• Success from the inside-out: Making your CS team the core driver of your business

  Of course Customer Success should be the central driver for all businesses . It’s especially great when start-ups take this approach from the get-go, so we’re really interested to learn from Josh Dowy—CEO of the very young SaaS note-taking app Hugo—what his take is on this.

• What almost churning Gainsight taught us about ourselves and how we serve our customers

  Not only do we want to hear from the #CustomerSuccess titans and hosts of Pulse, but to hear them sharing the mistakes they’ve made with their own Customer Success approach and how they’ve learnt from it will be, we expect, very insightful indeed. We should always be willing to discuss our mistakes and figure out how we can learn from them!

• Can Service be Both Customer Centric and Scalable?

  A great topic for us as we move into Customer Success automation with our own platform. The focus these days in #CS is on doing everything at scale, but how can you achieve that while still being a human-driven organisation that cares about their customers? We’re interested to hear Carrina Cappadona’s thoughts on this.

• Admin’s Guide to the Future: Gainsight CS Platform

  We are also looking forward to finding out about Gainsight’s plans and ambitions for their own platform, as well as how they see the Customer Success industry evolving. It’s an exciting time to be a part of Customer Success and we are curious to hear what our hosts themselves have to say about it!

• It’s time to scale: Amplify your human Customer Success team with tech touch automation

  Last but of course not least, we couldn’t end this round-up without mentioning how excited we are about our very own session at Pulse! Our CEO, Robin van Lieshout, will be talking about how you can use your user community to scale your Customer Success efforts, and giving you some actionable advice to take away and run with to start increasing your impact fast. We hope you’ll join us at 2:30PM in the Innovation Theater on Wednesday 22 May!

  Finally, we’d like to invite you to join us for some Beers & Bites on Wednesday evening from 6:30PM. We’ll be at the TableTop Tap House just across the street from the Moscone Center and would be thrilled for you to join us, enjoy a drink and relax after the busy day’s agenda.

  See you at Pulse!

By Danielle Juson

Customer success community expert and writer at inSided. Passionate about sharing the value and impact of community, and enabling companies to get it right.