Vitally.io

"Customer-centricity" 🤔 All CS teams talk about it, but how do you get other departments to play along? We asked SABINA M. PONS, MA, Dr. Mike Lee, Kari Ardalan, Stijn Smet 🐳, Jolyn Isabelo, Laura Kightlinger, Rathna kumar, and Kellie Lucas for their best advice on creating a customer-first culture in your organization. Watch 'One Vital Question' episode #17 to hear what they had to say: 🔗 https://lnkd.in/gbsu2spn #CustomerSuccess #CompanyCulture #VitallySuccessNetwork

Meet the new Vitally Demo Center 👋 Our new Demo Center makes it even easier for anyone to instantly experience all the different features of the Vitally platform. In the Demo Center, you'll find over 15 interactive product tours built using Navattic. These tours take you from end to end so you can fully understand how to use Vitally and get the most out of the platform. Hop on in! We're looking forward to showing you what Vitally can do for you and your #customersuccess team. Visit today: https://lnkd.in/grKmhufH

Congrats to Alexis McBride, Tyler Stratton, Michaela Anderson, Phillip Klugman, Brittany Milbourne and the rest of the world-class CS team at Writer on this incredible milestone! Keep growing! 🚀 #CustomerSuccess #GenAI #EnterpriseAI

Customer survey tip of the day: "𝗗𝗼𝗻’𝘁 𝗮𝘀𝗸 𝗮𝗯𝗼𝘂𝘁 𝘁𝗵𝗶𝗻𝗴𝘀 𝘆𝗼𝘂’𝗿𝗲 𝗻𝗼𝘁 𝗮𝗯𝗹𝗲 𝘁𝗼 𝗼𝗿 𝘄𝗶𝗹𝗹𝗶𝗻𝗴 𝘁𝗼 𝘁𝗼 𝗰𝗵𝗮𝗻𝗴𝗲." As our SVP of Global Customer Success Kelley Turner writes in her new blog article: "A common pitfall I’ve noticed in survey creation is the lack of a clearly defined goal...Companies should focus on gathering actionable insights that will inform specific improvements. "When customer feedback is tied directly to actionable items — such as product enhancements, customer service improvements, or onboarding processes — it enables businesses to refine their strategies in real time." Scratching your head about low response rates from your customer surveys? Check out Kelley's best advice for survey structure, timing, personalization, and closing the feedback loop so your customers are excited to take more of your surveys in the future.   🔗 https://lnkd.in/gEa53HRZ #CustomerSuccess #communication

We're in the thick of Q4, and I've noticed 3 very, very common themes from all the CS Leaders I've been speaking with: 🚀 Customer Success is a Critical Growth Driver In a competitive landscape, retention has always been the name of the game. But now, CS teams are stepping up in a bigger way - more than just keeping customers happy, they’re directly tied to the company’s bottom line. In fact, it's becoming clear that Customer Success isn't just about preventing churn; it’s about expanding relationships and driving revenue. 📈 CS Teams are (still) expected to 'Do More With Less' This is a theme that seems universal no matter where you go. The demand for CS teams to manage bigger portfolios with fewer resources is growing. But it’s not all doom and gloom - there are tools (like Vitally.io 🙂 ) and strategies emerging that empower CS teams to be more efficient and effective in delivering value at scale. 🔍 Data-Driven Decision Making is the Future Whether it’s spotting expansion opportunities or tracking customer health in real time, having the right data at your fingertips is more crucial than ever. Real-time insights allow CS teams to act faster, enabling proactive engagement with customers before issues arise and opening doors for upsell opportunities when the time is right. It'll be interesting to see how these trends evolve in 2025, especially with AI making its way into the mix 🤖

"If I could sit in on your next board meeting, what do you think the top priority or challenge being discussed would be?" This is Bob London's go-to question for understanding the customer’s bigger picture. As he writes: "Early in my consulting career, I realized that kicking things off with product metrics or account statuses was too narrow. Customers want to talk about what matters to them, and that usually starts with their company’s priorities and challenges, which are far above your specific product or service... "This question catches people off guard — in a good way. It’s disarming and immediately shifts the conversation from a transactional exchange to something more strategic. Once we understand their priorities at a high level, it becomes easier to connect the dots between their business goals and how we can help achieve them." Over the course of 2,800+ B2B discovery conversations, Bob has collected a wealth of knowledge on how to communicate with customers in a way that builds trust and uncovers hidden opportunities, and he shares some of his best lessons in his new article for the #VitallySuccessNetwork. If you feel like your clients have been tuning you out lately, this one is a must-read 🔗 https://lnkd.in/g-5tj__9

When Donna Weber works with B2B #CustomerSuccess teams, she uses a four-stage model to understand the maturity of their onboarding processes. Those stages are: 🩹 REACTING: Your time is spent jumping from fire to fire. Every customer gets a different experience because consistent processes haven’t been defined. ⏲️ PERFORMING: You have a formal playbook for how to onboard new customers and you might even have a dedicated onboarding team, but you still rely on manual processes. 🤖 SCALING: You start leveraging technology to address customer and internal needs, in order to handle a larger volume of customers efficiently. 💰 OPTIMIZING: You can demonstrate the impact of customer onboarding on your business's bottom line by quantifying improvements in customer retention, lifetime value, or customer support costs. But here's the important part: You can't skip a step. As Donna writes in her latest #VitallySuccessNetwork article: "A lot of people look for technology before they define the process. They want technology to be the magic bullet, so they skip right over the Performing stage and straight to Scaling. They invest a lot of money in technology, spend time implementing it, and then incur additional costs ripping it out because it didn't magically improve everything." Read the full article to learn how using a customer onboarding maturity model helps you deliver value to your customers faster and ensure your team members are working efficiently with the resources they have. ⬇️ https://lnkd.in/gWeh6AJC

How do you *really* build a proactive CS team? On the latest episode of One Vital Question, we asked Kristin Biddie, Diana De Jesus, Ed Powers, Olayiwola Ogungbemile (He/Him), Hannah Brotherton 🧰, Celine Bocchi, Dr. Mike Lee, and Diana Vacca: “What’s your best advice for Customer Success teams trying to be more proactive than reactive?” From customer maturity models to account plans to simply asking the right questions, our experts gave us a gold mine of practical tips. Watch the episode here ➡️ https://lnkd.in/gWmiiK-U ...and let us know what advice you'd add! #CustomerSuccess #VitallySuccessNetwork

Did you catch our Fall Drop news? 🆕 🌐 🧮 🤝 🧑🎨 📅 🔐 Over the last year, Vitally has been recognized as one of the leaders in the Customer Success Platform space. Our customers rank us at the top in places like G2 for delivering the Best Results and having the most momentum among CSPs. These new updates empower Customer Success teams with greater access and control over how they measure, manage, and grow their book of business. Here’s what’s new: 🌐 Flexible Customer 360s 🧮 Formula Traits 🤝 Meetings with Gong and Google Calendar 🧑🎨 Custom Survey & Doc Branding 📅 Calendar Views 🔐 Access Groups Read more about the new releases and what’s coming next for Vitally: https://lnkd.in/eR2WJ-iQ

Today, we’re excited to announce the latest features and enhancements to Vitally’s award-winning Customer Success Platform with the Fall Drop! With this latest update, we aim to give #customersuccess teams greater control and access over how they measure, manage, and grow their book of business. To get all the details on what we're launching, visit the Vitally blog: https://lnkd.in/dVedevsn