Danielle Juson

4 benefits of combining customer training programs with a customer community

“A company’s success is dependent on their customers’ ability to successfully use its products, and derive meaningful outcomes from its features and services.” — Sandi Lin, CEO & Co-Founder, Skilljar Isn’t that the truth?!

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“Measuring” Customer Success: Where to start

One of the most important things Customer Success teams do—and essentially, you could argue, their raison d'être—is to capture the myriad of signals customers give off in order to fully understand their success with a product (and therefore understand their likelihood of renewal).

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Product Ideation & Community: ShootProof’s Match Made in Heaven

Photography software leaders ShootProof expedited the launch of their new customer community on the inSided platform in efforts to provide their customer base with the best possible support during an uncertain year. But the Shootproof community is also an integral part of their product feedback and ideation process. In this episode of The inSide Scoop, we're talking to ShootProof's VP Customer Success James Scott to find out how they've made this happen.  Don't want to listen this time? We've got you—check out the handy transcript of this interview below. Don't forget to follow The inSide Scoop over on Spotify! 

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Scaling Customer Success using Tech Touch: Arbor Education

It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools. Join me for a conversation with Sonia Leighton, Chief of Customer Success at Arbor Education to find out how employing tech touch tools like community has helped them with the digital transformation of their CS function. Don't want to listen this time? Your wish is our command. We've included a transcript of the conversation below. Don't forget to follow The inSide Scoop over on Spotify! 

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How Unicorns Do It: Inside UIPath’s Global Community

In Episode 6 of The inSide Scoop, we talk to Luiza Drăghicean, Community Manager EMEA at UIPath—leading RPA software company & Romania’s first unicorn! Let's learn more about UIPath’s staggeringly successful global community approach and some of the brilliant engagement strategies they are applying. Don't want to listen this time? We've got you—check out the handy transcript of this interview below. Don't forget to follow The inSide Scoop over on Spotify! 

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Webinar Recap: How To Achieve a Customer First Transformation

Customer centricity: Something many organizations strive towards, but truly getting there can be a challenge. In a recent webinar with ChurnZero CCO and Head of Product, Abby Hammer and inSided CEO and Co-Founder, Robin van Lieshout, we discussed what being a customer centric organization really entails and how more of us can achieve the transformation. 

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How Shadow’s New Online Community Gained 4k+ Users on Day 1

It's Episode 5 of the inSide Scoop, and time for another customer spotlight! A must-listen for any gamers out there.  Huge congrats to the folks over at Shadow who went live with their new inSided community and gathered over 4000 users within their first 24 hours! In this episode, Ben interviews Shadow's Head of Community, Luc Hancock, and Product Manager, Chris Lindsey, about their onboarding experience and how they were able to see success so quickly.  As always, we've popped a handy transcript of the conversation below for those who prefer to read rather than listen. Don't forget to follow the inSide Scoop over on Spotify! 

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How Gainsight uses community for Product Feedback & Communication

Welcome back to Episode 4 of The inSide Scoop: The customer success community podcast from inSided. This time we're in conversation with Lila Meyer, Director of Product Education at Gainsight, who tells us EXACTLY how they use their inSided-powered community for a product feedback process that ensures they continue to develop outstanding customer-centric products!  As always, we've popped a handy transcript of the conversation below for those who prefer to read rather than listen. Don't forget to follow the inSide Scoop over on Spotify! 

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Rav Dhaliwal on B2B Customer Engagement

We're really excited to bring you Episode 3 of The inSide Scoop: inSided's podcast bringing you the latest in customer success, customer engagement and user communities. This week we spoke to Rav Dhaliwal to get his unique take on B2B customer engagement. So, grab a cup of coffee and give it a listen. For those who prefer to read rather than listen, you’ll find a transcript of our conversation here too.

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Customer Success During COVID-19 with Jay Nathan

Episode 1 of The inSide Scoop is live! Today, we talked to Jay Nathan of Customer Imperative about the impact the COVID-19 pandemic is having on Customer Success teams in SaaS, and ways they can adapt to keep results strong.

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Customer Success in the midst of a pandemic

It’s been a couple of weeks for most of us now, and a lot of us in the SaaS and Customer Success industries are getting into the swing of fully remote working.  Maybe you’re already used to working remotely on occasion, perhaps you’re part of a fully-remote organization, or maybe you’ve never picked up your laptop outside of the office’s four walls—but whatever your situation, you’re no doubt having to deal with some significant changes to “business as usual” at the moment.

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3 Tips for Boosting Customer Retention

Just how valuable is it to keep customers invested in your brand? We're exploring the answer to this question and some tips on improving retention in today's blog. 

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A guide for B2B Community Managers everywhere

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement. But one thing that we’ve talked less about in the past—and that we believe is really important to cover—is how you can actually go about this. What’s involved in managing an online community? What makes one successful? What kinds of resources do you need? Are there best practices to follow? 

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inSided joins Gainsight’s Solutions Marketplace in a brand new category

Imagine a world where community data and customer success data can easily come together to give you a beautiful, holistic overview of your customers’ engagement, health and sentiment levels… well, imagine no more, because with inSided’s Certified Gainsight integration, this data is now at the touch of a button for Gainsight and inSided users.

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Mixpanel launches Customer Success Community with inSided

We’re delighted to announce that Mixpanel—world leaders in data analytics and gathering customer insights—have migrated their community to the inSided platform. To celebrate the launch of Mixpanel’s new Customer Success Community and to find out what tips and tricks they have up their sleeve to get the most from their community we caught up with Cherise Goode, Engagement Manager at Mixpanel. Here’s how our chat went: 

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It was all about community at Pulse Europe 2019

Whew, what a conference! The team at inSided had the pleasure of being part of last week’s Pulse Europe in London and we sure had an exciting time! 

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The future of Customer Success: Our 4 key takeaways from Gainsight Pulse 2019

Whew. What a week! #Pulse19 was a whirlwind for inSided, but it’s safe to say we enjoyed every minute of it! Thanks to all of the Customer Success heroes who visited us in the Expo Hall, attended our presentation and joined us for drinks last Wednesday!

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Fresh from Pulse: How your customer community can help you scale

Did you miss #Pulse19? Never fear! We’re here on the inSided blog with a snapshot of our CEO Robin van Lieshout’s take on how your customer community can help you scale your customer support and success efforts. Having worked with over 100 brands, Robin shared the three main use cases we see at inSided—where customer communities are contributing to overall growth. These applications are simple but insanely impactful.

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7 things we’re excited to learn about at this year’s #Pulse19

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?

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Stimulating product adoption in B2B software

In April 2019, Customer Success Manager at Usabilla, Marine Maupin, and Customer Experience Director at inSided, Martine van Deursen led a meetup for Customer Success professionals in Amsterdam at Usabilla’s offices.

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Here’s why Customer Success now has a seat at the exec table

It’s no secret that the Customer Success profession has exploded over the past few years. What began as an innovative approach taken by SaaS vendors looking for more effective ways to support their customers and break away from a traditional account management technique has now become a flourishing industry in and of itself—bringing with it a new set of unique challenges. Why is it so important that Customer Success leaders secure themselves a seat at the exec table? 

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Where do you fit in the Customer Success Maturity Model?

Here at inSided it’s no secret that we work with B2B software companies to create more efficiency and quality for their Customer Success teams. One thing we’ve learnt is that there is a clear sliding scale when it comes to Customer Success team maturity: in terms of operations, ways of working and particularly tooling.

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Increase conversions from free trials and freemium users using a self-service community

Upselling freemium users onto paid plans and converting free trials into paying customers is undeniably key for growth in B2B software businesses. At inSided, we’ve seen that the self-service user communities that our customers run have a significant impact on these growth initiatives, so I sat down with our Customer Experience Director, Martine van Deursen, to figure out how some software companies are leveraging their community-driven knowledge bases for freemium model growth.

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Even freemium users deserve quality support: Here’s how.

It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model. Not only has the freemium model changed the way B2C and B2B technology companies do business, but its very existence has a significant impact on your Customer Success and Support, too.

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Why User-Generated Content is Vital for Successful Customer Service

User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means user-generated content (UGC) is a powerful tool for building trust with prospects and customers and scaling your service & customer success efforts.

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How Online Self-Service Speeds Time to Resolution

It’s no secret that online self-service results in faster answers. It’s also not unreasonable to expect that SaaS tech companies have a comprehensive, easy-to-use and high quality self-service offering. But what is it about self-service that delivers so much value over and above static or traditional knowledge base platforms? Here's how self-service tools get customers the answers they need whilst reducing time-to-resolution ...  

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#NoAgents: The Future of Customer Service in B2B Software

What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them. There’s a place for helpful humans in any modern organization—providing they’re ultimately adding VALUE to the customer. But, just for today, we’re going to use this edgy statement of #NoAgents to help us illustrate the technological trends that are growing across the world of B2B software: customer self-service.

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2018 year in review (plus, what we’re excited about in 2019!)

Amazingly, it’s that time of the year again already—time to reflect on what happened in 2018 and what we’re looking forward to for the coming twelve months. At inSided we achieved so much in 2018 and to say we’re excited for what 2019 has to offer would be an understatement... bring it on!

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How to Grow Your Online Community at Lightning Speed

There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace. On a smaller scale, many social media platforms offer great engagement tools to kick off your community building efforts and help you grow your member numbers fast—but these growth benefits come at a cost. Building on borrowed ground is never a recommended long-term strategy. Do you really want to be held captive to another organizations’s goals, objectives and algorithm changes?

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Does Your Knowledge Base Really Answer Your Customers’ Questions?

Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands. It’s almost unheard of to encounter a consumer tech brand in 2018 that doesn’t offer a comprehensive online knowledge base where customers can check out the best ways to use their gadgets and go for troubleshooting help.

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Enrich Your Help Center With User-Generated Content

Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction.

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