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I sit down with Gainsight’s Chief Customer Officer, Allison Pickens, to discuss the major trends and insights from their Pulse 2017 conference. You can learn more about Allison and read her blog posts here: https://www.gainsight.com/author/allisonpickens/.

Jeremie Bacon, Co-founder & CEO, Synap Software Labs, discusses the three “X’s” of strategic account management: user experience, customer experience, and relationship experience. Customer market mapping is discussed as one of three important jobs of a SAM/CSM. Learn more at www.GetSynap.com.

John Conley is a Customer Success Director for Salesforce.com. In this role, he assists state and local governments, across the United States, maximize their investment in the platform, ensure they have the confidence and competencies to maintain their solution moving forward, and is considered a trusted advisor to both the business and technology entities of an organization. In this podcast, I discuss what he learned about implementing successful new technology projects. Just like any SaaS implementation, it often comes down to having the right executive sponsor, measuring your progress, and making sure each department is assigned to their “swim lanes.” Learn more about their exciting new services at www.Salesforce.com.

Host Kevin Capp discusses the top five mistakes companies make when surveying customers. Our guest is Evan Klein, president of Satrix Solutions (www.satrixsolutions.com). For more than 25 years, Evan Klein has been an enthusiastic champion for voice-of-customer driven change. He specializes in coaching business leaders on the customer and employee-focused strategies that lead to increased profitability and sustained competitive advantage. Evan founded Satrix Solutions in 2008 to empower businesses to accelerate growth and increase valuation by improving referrals, retention, share-of-wallet, and sales close rates. The company’s growing list of clients benefit from experienced consultants, expert advice, Board-quality reporting, and actionable recommendations. A quick review of the top mistakes discussed in the podcast include: Deploying a customer survey without a plan Keeping the survey results in the Customer Success team only Creating surveys with leading and double barrel questions Surveying customers and taking no action on the results Surveying without strategy to achieve statistically significant results

Hear about the highlights from Totango’s Customer Success Summit 2017. Anyone involved in Customer Success but couldn’t attend will enjoy this cliff note version of the conference.