Is your CS team struggling to prioritize their time between onboarding customers, nurturing them to be successful, and targeting them for the right upsell at the right time?
They’re not alone.
Rosetta Stone has been working with Influitive and Gainsight to crack the code on scaling their CS organization to support each customer along their unique journey.
Katie Raeburn, Customer Marketing Manager at Rosetta Stone, will be sharing her best practices and strategies on leveraging customer insights and technology to scale their CS efforts to improve customer onboarding, user adoption, and uncovering account growth opportunities.
Katie answers questions including:
- Tell us about Rosetta Stone’s customer-powered vision for 2019.
- What challenges have you experienced with building a customer-powered enterprise?
- How does the team keep track of account health?
Check out the full conversation below!
5:12 – Gainsights visionary view of customer success
11:50 – What does Customer Powered mean to Katie from Rosetta Stone
13:50 – Tell us about your Customer Powered vision for Rosetta Stone in 2019
15:30 – List 3 top challenges you’ve experienced in building a customer-powered enterprise?
18:55 – How does Rosetta Stone keep tabs on account health?
21:19 – How do you ensure customers are successful from the start?
23:05 – Are there points in the journey that customers stall? How do you support them?
25:43 – How has being Customer-Powered helped CS reduce churn?
27:41 – How do you measure success? What KPIs or ROI metrics are in place?
30:30 – What are your top 3 recommendations for implementing a customer advocacy program?
Katie Raeburn, Customer Marketing Manager at Rosetta Stone
Ruben Raba, CMO at Gainsight
Chris Newton, VP of Marketing & Business Development at Influitive