Vitally.io

🌍 London, here we come! 🚀 The Vitally team is excited to announce that we'll be attending The Customer Conference in London on January 30th! We'll have some surprises at our booth—so if you're around, be sure to stop by, say hi, and learn more about how we're helping B2B SaaS companies scale Customer Success like never before. 🙌 But that’s not all! Our very own SVP of Global Customer Success, Kelley Turner, will be speaking on a panel discussion you won’t want to miss: 🎤 PANEL DISCUSSION: “Customer Success – The Cornerstone of the Modern GTM Strategy” on Thursday, January 30 @ 10:30 AM on the CS Leadership Stage In today’s hyper-competitive market, CS is no longer a ‘nice-to-have’—it’s the engine of sustainable growth. Kelley will join other industry leaders from Slack, Cyferd & Sutherland to discuss: 🔹 How CS bridges customer expectations with product deliverables 🔹 Why empathy-driven innovation is the key to long-term success 🔹 The pivotal role CS plays in breaking down silos across sales, marketing, and product teams It’s time to rethink Go-To-Market: Customer Success isn’t an afterthought—it’s the cornerstone. Let’s build GTM strategies that truly deliver value! 💡 If you’re attending, swing by our booth or join the panel—we’d love to connect! #CustomerSuccess #GTMStrategy #B2BSaaS #VitallyInLondon #CustomerConference #CSMatters #EmpathyInAction

Pop quiz, CS pros: Do you know the difference between a 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 𝗽𝗹𝗮𝗻 and an 𝗮𝗰𝗰𝗼𝘂𝗻𝘁 𝗽𝗹𝗮𝗻? While success plans are customer-facing documents that explain how your business will help a customer achieve their goals with the product or service they purchased, account plans are *internal* playbooks that outline your goals as an organization for each account. Essentially, an account plan answers the question: “What are we trying to achieve with this customer both now and in the future, and how will we make that happen?” If your #CustomerSuccess team is new to the account plan concept, our latest article compiles some highly practical advice courtesy of the following experts: 👉 Virginia D. Bloom, Manager of Customer Experience at Aclaimant 👉 Diana De Jesus, Founder at Strategic CS Labs 👉 Mimi Marani, Senior Customer Success Manager at Vitally.io 👉 Sarah Cunningham-Scharf, Head of Customer Success at Great Question Read the full article here: https://lnkd.in/g6QuD4pk

CRMs are great tools for managing customer information and communications. But there's a big opportunity cost when you try to run your #CustomerSuccess operation off of one. “To have a strategic impact on the business, your CS team needs to be the data-driven voice of the customer for the entire organization," says Vitally Co-founder and CEO Jamie Davidson. "You need a lot of opinionated data to achieve that, which you wouldn't find in a CRM.” Ian Russell, Head of Customer Success at Accord, shares a similar thought: “CRMs will give you a snapshot of a customer, which can be helpful. I can look at an account and see particular data points. But it doesn't give you an ongoing perspective of a relationship with a customer — like how health scores or ARR have changed over time. And that’s the type of data that leads to strategic decision-making.” In our latest blog article, Jamie and Ian explain why B2B organizations need to get off the CRM hamster wheel and adopt a Customer Success Platform in order to scale CS efficiently, and lay out five specific CS use-cases that are very hard to replicate with a CRM: 💎 Running trials and pilot programs 💎 Discovering trends in customer data 💎 Collaborating with the customer 💎 Optimizing the sales-CS handoff 💎 Managing the financial relationship with the customer Read the full article here ➡️ https://lnkd.in/gUHsqdxN by Faith Uzuegbu #CSP > #CRM

Our #VitallySuccessNetwork expert community added 13 brilliant new members in December, and we can't wait to showcase more of their insights in the new year! 🥳 The Success Network is honored to welcome... Ejieme Eromosele Emily Garza, MBA Erica Ayotte Favorito Felix Haeser Henry Simon Ian Russell Jobi John Kirk K. Marley Wagner Olivier Fiaty-Amenouvor Parker Chase-Corwin Roi Kiouri and Ryan Davidsen Browse through their #CustomerSuccess thought-leadership and education on our Expert Directory page: https://lnkd.in/gr3W-iSC (And please fill out the form at the bottom of the page if you'd like to become a member and participate in future Vitally content!)

A few more highlights from our 2025 Customer Success Confidence Index report, which you can access right here: https://lnkd.in/gYnipirw #CustomerSuccess leaders predict the coming year will bring a greater focus on scaled CS (driven by AI and automation) as well as victories in the war against churn. CS teams are also feeling optimistic about their role as the cross-functional voice of the customer, with 89.5% of respondents expressing confidence in their ability to provide important insights across their organization. Check out the full list of benchmarks in our latest report and let us know where your confidence level lands compared to our participants. #ScaledCustomerSuccess #ScaledCS #AI #automation #confidence

What if revenue prediction could be less "fingers crossed"🤞 and more "data-backed confidence?” "When your CS and Finance teams collaborate, Customer Success data can flow directly into revenue forecasts," says Drivetrain's Director of Strategic Finance Kirk K. "This helps leaders have a much clearer (and more accurate) picture of where the business is headed." In his new article for the #VitallySuccessNetwork, Kirk breaks down six key Customer Success metrics that you need for revenue forecasting, as well as his simple two-step process for integrating CS data into forecasting models. If you're looking to make your revenue forecasting a little less hazy in 2025, read the full article here: 🔗 https://lnkd.in/g85WXvgx

"This isn’t about pushing products the customer doesn’t need or want. It’s about identifying ways your solution can deliver additional value and presenting those opportunities in a way that feels consultative, not sales-y." In his new article for the #VitallySuccessNetwork, HelloCCO Founder Rod Cherkas breaks down his REACH™ framework for helping Customer Success teams approach expansion in a way that’s structured and scalable. The REACH™ factors are: 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀: Strength of connections with stakeholders, allies, and advocates that builds trust and unlocks growth potential. 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Consistency of product use that contributes to high-impact outcomes for the business and positive sentiment from key stakeholders. 𝗔𝗰𝘁𝗶𝗼𝗻𝘀: Proactive steps customers take that indicate a readiness to deepen their investment and expand the use of your solutions. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗩𝗮𝗹𝘂𝗲: The ability of customers to consistently recognize and measure the strong value delivered by your solutions. 𝗛𝗼𝗿𝗶𝘇𝗼𝗻𝘀: Assessment of future growth opportunities that consider new business units, regions, and the impact of strategic, financial, or organizational changes. Learn more about how to drive growth in your organization using this framework at: https://lnkd.in/gWhCZ3Yv #CustomerSuccess #expansion

I have shared with Vitally.io as part of their 2025 Customer Success Confidence Index, my feeling about the year ahead. I can definitely say that 2025 will be an exciting year for us at Camunda and within my CSM team . We are prepared to conquer and lead the Process Orchestration and Automation market and help our customers solidify their End-to-End Orchestration while leveraging our Task Automations capabilities (#RPA, #IDP, #LCAP…) and Business Solutions with integration to AI ( #AgenticAI, …). To read how my fellow Vitally’s Success Network Experts are feeling about their team ahead of the new year, visit :  https://lnkd.in/gYnipirw Thanks to Ben Goldstein and the Vitally’s team for including me. #CustomerSuccess #CustomerExperience #2025 #goals #VitallySuccessNetwork #BOAT

How confident does your #CustomerSuccess team feel about the year ahead? For the second installment of our Vital Insights research series, we asked our Success Network community to rate their confidence level on a number of CS-related topics heading into 2025. Full report: 🔗 https://lnkd.in/gYnipirw The good news? Customer Success leaders are feeling very optimistic about their ability to grow expansion revenue, reduce churn, and drive value for their clients in the new year. Unfortunately, CS teams also feel very under-resourced right now, making them less confident about how well they can serve a growing customer base or hire to the right capacity. Visit "The 2025 Customer Success Confidence Index" to browse through the benchmarks from our latest report and get a sneak peek in the gallery below. Extra-special thanks to the following members of the #VitallySuccessNetwork for lending their original insights! Adil Dittmer Annie Dean Bill Walker Caden Duvé Christine Francois David Barnes Diana Vacca Ed Powers Ejieme Eromosele Elodie O'Rourke Emily Garza, MBA Erica Ayotte Favorito Felix Haeser Hannah Brotherton 🧰 Henry Simon Jobi John Liam Feldstein Mark Stagi Marley Wagner Olivier Fiaty-Amenouvor Parker Chase-Corwin Rob Zambito Roi Kiouri Ryan Davidsen Tyler Diderich

Updated for 2025: The #CustomerSuccess conferences that are actually worth your time and money 😤 Conference season kicks off on January 30th when The Customer Conference hits London, featuring Vitally's own SVP of Global Customer Success Kelley Turner, along with our good friends Anika Zubair, Annie Stefano, M.Ed. 🚦🔮, Elodie O'Rourke, Emilia D'Anzica, MBA, PMP, Jan Young, MBA, CSPO, CSM, and Marija Skobe-Pilley. Which other CS events are you looking forward to next year? https://lnkd.in/g8Utw54W