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Pulse Everywhere 2021

Pulse Everywhere is a FREE virtual conference happening on June 9th, 10th, and 11th, 2021. This year, you can expect to hear from 50+ speakers, watch 35+ sessions, and get access to hours of networking. It's a great opportunity to join a high-energy, super-connected online experience with fun...

 06-09-2021 08:00 - 06-11-2021 13:00 PT


Blog Entry
Customer Feedback with Anita Toth: Collecting, Acting, Communicating

Anita Toth knows qualitative research, thanks to a distinguished academic career that eventually led her into helping SaaS companies crush churn. Recently I had the privilege of sitting down with her to talk about how to gather customer feedback, how to do something with it, and how to...




Discussion Reply
RE: Describing the Purpose of CS Platforms to Non-CS Groups

Thanks ! Yes, the ability to combine different data sources and use them for well-rounded health scores is huge. Thank you for commenting!​ -- Bridget Lamb Director of Customer Success MobileSmith Health Raleigh SC --


Discussion Reply
RE: Describing the Purpose of CS Platforms to Non-CS Groups

Hi @Bridget Lamb The way I typically describe it is that it provides CSM's with actionable data through an aggregate of our systems. This is above and beyond what a usage analytics platform like Pendo can alone- it provides the usage metrics, but not the email marketing automation. Salesforce...


Discussion Reply
RE: Describing the Purpose of CS Platforms to Non-CS Groups

Thanks @Jordan Silverman! Bringing in our product usage data and incorporating it into health scoring, along with other inputs, is incredibly important to me. I appreciate your feedback!​ -- Bridget Lamb Director of Customer Success MobileSmith Health Raleigh SC --


Discussion Reply
RE: Describing the Purpose of CS Platforms to Non-CS Groups

this is an incredibly over simplified explanation but we describe it as Salesforce with usage data. A CS tool like Totango has all the power of a full blown CRM like Salesforce, but it is directly integrated with our SaaS platform. So we can access usage data, health scoring, segmentation, etc....


Discussion Post
Describing the Purpose of CS Platforms to Non-CS Groups

I am curious to know how others would describe what a CS platform is to colleagues who are not in CS. It doesn't matter what platform (ChurnZero, Gainsight, Strikedeck, etc.) or what differentiates one from another. I'm really more interested in how to describe the purpose and value this tool...