Welcome to the community where you will find resources, news, events, and best practices on Customer Success!
SIIA’s Customer Success Network's mission is build an exclusive forum for exchanging ideas related to customer acquisition, development, engagement, expansion, and retention. The Customer Success Network promotes the education of customer success practices, technologies and provides domain expertise through our members. The Customer Success Network delivers high quality content and networking for customer success leaders, team members and business professionals.
Use this platform to share insights, solve problems, keep up to date on industry trends, and foster innovation and growth through peer-to-peer connections. Check out the resources below for industry information or get actively involved by participating on a virtual forum, joining the group discussion on LinkedIn, and connect directly with your peers.
If you want to join the advisory board or share your thoughts on resources or events, please contact Jenn Carl, Program Manager of the Software & Services Division.
Stay Up to Date
Send an email to Jenn Carl to receive updates with current News and Activities taking place in the Customer Success Network.
SSD Customer Success Community Virtual Forums
The SSD Customer Success Community Virtual Forums are designed to bring our Customer Success member executives together to discuss challenges and ask questions that are unique to Customer Success. As our membership continues to grow, the Virtual Forums create an opportunity for our members to regularly meet and build relationships across the membership base, all in a virtual setting.
Feb 2 Customer Lifecycle: What are the key handoffs and benchmarks? | Virtual Forum
May 2 Customer Success Team: Navigating the Unknowns | Virtual Forum
OCT 5 How Do You Stay in Touch with 1,000 People? | Virtual Forum
Resources & Blogs
Increasing Customer Lifetime Value for Software & SaaS Subscriptions | PDF | Video
5 Best Practices for Building a Customer Journey Map | ClientSuccess Blog
Compensation Plans for CSMs | ClientSuccess Blog
Who Owns the Renewal? 3 Ownership Models to Guide Your Decision | ClientSuccess Blog
How to Assess Your Company’s Success Maturity | Waterstone Management Group White Paper
The Subscription Scorecard: Updating the Balanced Scorecard for the SaaS World | Waterstone Management Group White Paper
Subscription Scorecard Metric Deep Dive: Customer Lifetime Value and Customer Acquisition Cost | Waterstone Management Group White Paper
3 Key Themes from SIIA’s Deciphering Customer Success Conference | Waterstone Management Group White Paper
Achieving Subscription Success through Customer Journey Mapping | Waterstone Management Group White Paper
Top Trends For Customer Success In 2015 | Waterstone Management Group White Paper
The Customer Success Imperative: The Time to Act is Now | Waterstone Management Group White Paper 2014
Services in a Cloud World - Identity Crisis or Opportunity? | Waterstone Management Group White Paper 2014
7 Reasons to Adopt Cloud Hosting | iNetU White Paper 2014
Identify the Right Cloud Model for You | iNetU White Paper 2014
Understand Retention and Maximize Customer Lifetime Value | Gainsight White Paper, 2014
Customer Success Manifesto | Totango, 2014
Seamless Lifestyle Experiences: Moving from Transactional Moments to Top of Mind | Accenture White Paper, 2014
Putting Wearable Displays to Work in the Enterprise | Accenture White Paper, 2014
The New Digital Ecosystem Reality: Innovation's Next Frontier is in Customer Service | PwC Video, 2014
9 Keys to Building a Successful Subscription Business | Zuora White Paper, 2014
Accelerate Success in the Subscription Economy: Practical Guidance for your subscription business | Zuora eBook, 2014
News & Podcasts
Forbes | What Can CEOs Do to Drive Customer Success?
Sixteen Ventures | Customer Success: The Definitive Guide
Forbes | Churn And Burn: Why Customer Success Needs To Be A Board Priority
Advisory Board Mission
The overall mission for the community advisory boards is strategic planning and community development. As a result of these objectives, SIIA will work with Advisory Board members to help set the future community direction. The advisory board will serve as the advising body for the community, assessing needs, trends and success of community activities.
Advisory Board Responsibilities and Objectives:
- Attend quarterly meetings
- Be knowledgeable about the mission and actively support the growth of the community
- Provide thought leadership on prevailing issues
- Organize and focus community topics on the most important issues
- Identify and discuss professional and industry best practices for community
- Lead or assist in content development where and when appropriate
- Contribute content to community content channels
Additional Areas Where Advisory Boards Can Help:
- Ideas and suggestions on marketing of community activities and content
- Promotion of community activities and content through various personal or professional channels (LinkedIn, Twitter, email, etc.)
- Recruitment of fellow members to contribute to communities activities
- Host an event
- Serve as a thought leader by presenting at relevant SIIA forums and other events
If you are an SIIA member and would like to have your resources and events posted in the Customer Success network, please email Rhianna Collier.