It was all about Community at Pulse Europe 2019.
Saas Trends 4 min read

It was all about community at Pulse Europe 2019

Danielle Juson • November 15, 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! 

A 10-strong team of inSiders, along with a boatload of our inimitable Customer Success unicorn SWAG, made our way to London’s Olympia for the European Customer Success event of the year.

It was all about Community at Pulse Europe 2019.It was all about Community at Pulse Europe 2019.

inSided is always thrilled to be a part of Gainsight’s events, but this time we had some particularly exciting news to share with the Customer Success industry: the migration of Gainsight’s own customer community onto the inSided platform last month. Everybody we met at the event was super excited to hear about this (almost as excited as they were to grab some unicorn SWAG 😜). It was a great opportunity for us to share with Gainsight’s customers how the leaders of the industry are using community to build undoubtedly best-in-class software products for their customers—as well as boosting their own Customer Success initiatives. 

The inSided team had hundreds of great conversations with Pulse delegates. The inSided team had hundreds of great conversations with Pulse delegates. 

Of course, as well as plenty of insightful conversations about the Gainsight migration and our three key use cases—Boost Customer Success, Improve Customer Support and Build Better Products—over at the inSided platinum booth, we were also there to lead a couple of sessions on community. 

Tuesday’s first session, following Dan Steinman’s opening keynote, was hosted by our CEO and Founder Robin van Lieshout: “Embrace your Users: Why community should be part of your Customer Success tech stack” and enjoyed a record attendance. We were desperately searching for more headsets as the lion’s share of delegates—already understanding the value of community—came to hear how communities fit into the CS tech stack and exactly how they can maximize the impact of their own customer community.

We ran out of headsets at our CEO Robin’s presentationWe ran out of headsets at our CEO Robin’s presentation!

On day two of the conference, our Head of Demand Generation Remco de Vries also co-hosted a session on the main stage along with Gainsight’s VP Platform Product, Denise Stokowski, and CSM Harshi Banka on the topic of Community as the secret weapon of scalable Customer Success. This was another brilliantly attended session as we really dug into the pragmatic detail of exactly how Gainsight have built their own effective and impactful online user community and gave a whole host of practical advice on how delegates can do the same

Delegates were excited to hear how Gainsight uses the inSided platform to maximize their community impact.Delegates were excited to hear how Gainsight uses the inSided platform to maximize their community impact.

Which leads me to our key takeaway from this year’s Pulse Europe: Customer Success leaders realize that it’s all about community. Customer Success has become more than just a profession. Nowadays, all successful SaaS organizations have Customer Success at the core of their organization—it’s simply a key driver for both product and business development. And with this continued development, we see that community comes more and more to the forefront of the CCO or CS leader’s agenda. This was evidenced in the keynote topics from Gainsight themselves.

Community was the common theme at Pulse Europe 2019Community was the common theme at Pulse Europe 2019.

Pretty much without exception, every conversation we had during Pulse Europe began something like this: “We totally see the value in community. We’re looking for an effective way to get started / maximize the impact of our community…” With that in mind, be sure to check out our 10 steps to kickstarting a B2B Customer Community!

People were also keen to take the community-ready checklist and find out their next steps to community success. Get your score here! 

Of course, another clear takeaway was the sheer amount of daughters, nieces, and unicorn-obsessed colleagues back at offices across the UK and beyond that wanted a piece of our CS unicorn SWAG. Of course, inSided was more than happy to oblige! What’s SaaS without a little fun?😝

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Pulse team 2-1

Pulse Team 1-1

Picture of Danielle Juson

By Danielle Juson

Self-service community expert and writer at inSided. Passionate about sharing the value and impact of customer-driven help centers, and enabling brands to get it right. Connect on Linkedin

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