The inSide Scoop

In Episode 17 of The inSide Scoop on Customer Success, we tackle a very important topic: Driving value at scale with Digital Customer Success. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Jeff Heckler, Director of Customer Success Solutions at MarketSource Inc. and one of Top 25 Global Customer Success Influencers.

In Episode 16 of The inSide Scoop on Customer Success, we tackle a very important topic: Building a Community Strategy with Customer Education. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks toAdam Ballhaussen, Director of Customer Education at Docebo.

Welcome to the  Episode 15 of The inSide Scoop on Customer Success, today we tackle a very important topic: The ultimate renewal playbook: Managing multiple stakeholders.  Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to talks to Puneet Kataria, founder of CustomerSuccessBox.

In Episode 14 of The inSide Scoop on Customer Success, we tackle a very important topic: The new QBR – Best practices for digital business reviews. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Dickey Singh, CEO & Co-founder of Cast.app.

In Episode 13 of The inSide Scoop on Customer Success, we tackle a very important topic: Data Driven Customer Success Teams. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Pat Phelan, Chief Customer Officer at GoCardless.

In Episode 12 of The inSide Scoop on Customer Success, we tackle a very important topic: How to start a simple Customer Success Community. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Kristi Faltorusso, VP of Customer Success at ClientSuccess and a founder of CS Real Simple. Starting a community doesn’t need to be complicated, but how do you go about starting a successful community? What are the do’s and don’ts? CS legend Kristi Faltorusso has a unique approach and on today's episode, she shares her secrets, learnings, and mistakes when creating her own community, CS Real Simple.

Welcome to episode 11 of the inSide Scoop on Customer Success. Grab a coffee, sit back, and join us as we chat to Jeff Breunsbach, Director of Customer Experience at Higher Logic and founder of  Gain Grow Retain. Communities take a lot of work and they're not an overnight success, but what does it take to build a successful community? On today’s episode of The inSide Scoop on Customer Success, Jeff will walk us through his Success plan and how they grew the Gain Grow Retain community to 5000 members – and continue to grow.

Welcome to episode 10 of the inSide Scoop on Customer Success.\r\n\r\n\r\nGrab a coffee, sit back, and join us as we chat to Steve Sanchez, a VP of Customer Success at Gong, and Adam Joseph, a Head of Customer Success at Gainsight.\r\n\r\n\r\n\r\n\r\n

Welcome to episode 9 of the inSide Scoop. Grab a coffee, sit back, and join us as we chat to Rav Dhaliwal and discuss his view  about CS constantly being at risk of becoming the ‘everything department’.

We speak to VP, Customer Success at Shootproof James Scott to learn how they've combined Product Feedback and Ideation with their new user community.

It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools. Join me for a conversation with Sonia Leighton, Chief of Customer Success at Arbor Education to find out how employing tech touch tools like community has helped them with the digital transformation of their CS function.

Today, we’re chatting to Luiza Drăghicean from UIPath—the Romanian Robotic Process Automation (or RPA) software company that reached a $1bn dollar valuation back in March 2018, becoming Romania’s first unicorn! UIPath started life as an outsourcing outfit back in 2005, but it wasn’t until 2012 that the founding team recognized their market fit with RPA, and it was 2013 before their RPA product started gaining real traction in the market.  In 2015, the company became UIPath as we know it today, and to say they’ve seen some staggering growth… well, let’s just say that would be something of an understatement! How many other tech start-ups can say they’ve been named market leader by Forrester and seen a 690% increase in ARR year over year?    Luiza has been the Community Manager for EMEA at UIPath for just over a year and a half and has been lucky enough to experience the company through multiple stages of growth. Luiza’s has an extensive background and 8 years experience in communications, having previously worked in education, public diplomacy, NGOs and now tech. UIpath is not an inSided customer, but they run an incredible community, so today we’re talking to Luiza to learn more about UIPath’s community approach and some of the brilliant engagement strategies they are applying. Let’s jump in!

It's Episode 5 of the inSide Scoop, and time for another customer spotlight! A must-listen for any gamers out there.  Huge congrats to the folks over at Shadow who went live with their new inSided community and gathered over 4000 users within their first 24 hours! In this episode, Ben interviews Shadow's Head of Community, Luc Hancock, and Product Manager, Chris Lindsey, about their onboarding experience and how they were able to see success so quickly. 

Lila Meyer, Director of Product Education, tells us how Gainsight use their inSided community to drive a customer feedback process that makes Gainsight's SaaS products so successful.

The InSide Scoop Podcast — Episode 3 — Rav Dhaliwal on B2B Customer Engagement by inSided

Welcome to Episode 2 of The inSide Scoop, brought to you by inSided.Today's episode of the inSide scoop is a Customer Spotlight. We caught up with Megan Huddleston, Customer Community Manager at Shootproof. Shootproof provides online tools that help photographers share, sell and grow—and they're one of inSided's most recent customers. Shootproof actually launched their community in record time; expediting the process as a response to the COVID-19 situation, in order to support their customers better. Let's find out more about Shootproof's customer community, how their launch went, and their experience with inSided!The inSide Scoop aims to bring you the latest in thought leadership and industry insights around customer success, as well as everything you could want to know about online communities and how they drive customer engagement, enable your customers to use your product self-sufficiently, build effective product ideation and feedback processes, and facilitate customer onboarding and learning.inSided builds Customer Success community platforms that drive customer engagement, product feedback and ideation and customer self-service.

Welcome to Episode 1 of The inSide Scoop, brought to you by inSided. Today we're speaking to Jay Nathan of Customer Imperative, about how Customer Success teams can and should be adapting in the face of COVID-19. The inSide Scoop aims to bring you the latest in thought leadership and industry insights around customer success, as well as everything you could want to know about online communities and how they drive customer engagement, enable your customers to use your product self-sufficiently, build effective product ideation and feedback processes, and facilitate customer onboarding and learning.inSided builds Customer Success community platforms that drive customer engagement, product feedback and ideation and customer self-service.

Upselling freemium users onto paid plans and converting free trials into paying customers is undeniably key for growth in B2B software businesses. At inSided, we’ve seen that the self-service user communities that our customers run have a significant impact on these growth initiatives, so I sat down with our Customer Experience Director, Martine van Deursen, to figure out how some software companies are leveraging their community-driven knowledge bases for freemium model growth.