Lessons learned at the Customer Success Summit

This week the Textline team attended the Customer Success Summit presented by Totango in San Francisco, California. If you're not familiar with the concept of Customer Success, in a nutshell, it means that we need to make sure our customers are successful if we want our own business to be successful. The discipline of Customer Success was born at Salesforce around 2005, and has since spread throughout the expanding universe of cloud-based, Software-as-a-Service (SaaS) companies. Customer Success Managers are typically found in businesses who sell software to other businesses, but all sorts of companies have embraced this idea.

Our favorite presentations at this year's Customer Success Summit are listed below. (Videos will be available online in the coming months.)

* Rav Dhaliwal heads Customer Success at Slack for Europe, the Middle East, and Africa, and previously held similar roles at both Yammer and Zendesk. His keynote presentation, titled "How We Drive Change Management At Slack," explained how a focus on people is key to helping an organization get through the challenge of adopting new technology. (As a self-serving aside, Textline users can connect your Slack accounts to enable an auto-updating #textline Slack channel.)

* Don Peppers, best-selling author of The One to One Future and other business books, gave an inspiring keynote titled "Three Often-Overlooked Customer Success Strategies" in which he implored companies to empathize with their customers.

* Sam Boonin is VP of Product Strategy at Zendesk. His presentation explained that Zendesk's products live in the intersection between what a company wants to achieve and what their customers want to achieve. Zendesk's suite of products has evolved with heavy emphasis on the user's point of view. (Another aside, Zendesk users can add a powerful SMS channel to your Zendesk account with Textline.)

Other excellent speakers at the 2017 Customer Success Summit included:

* Kristen Hayer, Founder and CEO of The Success League, who led an interactive workshop on how to build a Customer Success playbook,

* Dan Finnigan, CEO of Jobvite, who gave a statistics-filled presentation, "The Implications of Changing Workforce Demographics," during which he encouraged companies to think of themselves like universities, and

Brian Merritt, VP of Customer Success at Trustpilot, who taught attendees how to implement a Customer Success program at their own companies.

So, what did we learn at the Customer Success Summit this year? Some of our take-aways were specific tactics we can use to make our software features easier to learn and use. Others were high-level lessons on designing products with empathy. The result is a deeper, continued commitment to making sure Textline's success is aligned with the success of our own customers.

Our mission at Textline is to make text messaging a business as easy as texting a friend. If your company or organization is ready to start texting with customers, sign up for a Textline free trial.

Want more? Get Textline updates & helpful tips in your inbox 📬