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Speaker - Karpagam Narayanan Creating Knowledge Magic with Salesforce and Slack Speaker - Karpagam Narayanan November 11, 2022 Previous Item Next Item Slack is emerging as a key collaboration tool, internally and with customers. Learn how to use everyday interactions, to automate creating knowledge, and spreading knowledge to help colleagues and serve customers efficiently. Utilize knowledge objects in Salesforce to be able to bring value in Slack.

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Speaker: Ashna Patel Deepdive Voice of the Customer Playbook Speaker: Ashna Patel June 10, 2022 Previous Item Next Item Voice of the Customer Playbooks provide step-by-step guidance needed to have standard ways to respond to specific customer journeys . 👉Using Voice of the Customer (VoC) data to enable understanding the customer journey. 👉facilitates the ability to keep customers satisfied and to retain them. 👉To avoid losing customers, customer service standards need to be set up such that it will guarantee support quality, which comes through the VoC Playbook system. Voice of the customer covers everything from hand-off from sales, onboarding, kickoff, and measurements through renewal. This webinar is a space for healthy discussions and disagreements but in a respectful way. Just by the nature of how we have conceived this, you will see passionate voices of opinions, friends having a dialogue, and thereby even interrupting each other or finishing each other’s sentences. Let’s understand the dynamics of the VOC playbook to define joint success with customers. When we talk about what the customer Playbook, it's about, it's really about capturing those feedback, capturing those moments from the customer set, those expectations with the customer, and then having your processes built around. So as part of your customer Journey which again was the customer placed throughout your customer journey. As a part of your Customer Journey, there are many different areas now, every part of it, there's Playbook. But then there's Playbook Within the and these playbooks are processes and the way that voice of the customer plays around is in each of this area of your Customer Journey. How are you capturing information from your customer? So to answer it means there are different parts but one can start with the onboarding, There are multiple different playbooks that we can talk about. There's the kickoff, there are sales to see as Playbook. And then, as we progress with the onboarding implementation, configuration, and pushing the customer to long-term success. So, throughout that Journey, the voice of the customer plays, because you're capturing data from your customers, you have your processes built out so that you can Capture that data, and then you react against it. The success of your customer starts at the very beginning and also, and We see it starts when customers are knocking on the door . And we want to make sure that everybody, all parties involved, all stakeholders involved are on, they understand that structure. Make sure that everybody's kind of on the same page. That's something that even we have done quite a bit of work to implement and we continuously revise and redefine. What we have done is particularly different for a larger scale of the largest customer so Enterprise Sheedy, customers and then also different for SMB, mid-market customers, the handoff and then the playbooks that we created there are a few changes. But the sales to CS are about who's doing what during this cycle, CS playing some part of it, CSS playing some part of it. Success is handling so onboarding to up, to Renewal to some part of it. So, we make sure that as soon as a prospect becomes a customer the end, CSM is a sign that to onboard that customer CSM and sales members are coming together before connecting with the customer. For the midmarket and smaller team, it could just be book questionnaires that salespeople can answer for the CSM. What we recommend with the Strategic Customer because a lot is involved, there are a lot of stakeholders. We recommend that you take that 15- 30 minutes on your calendar and have that proper hand-off between Sales to CS. So it's a knowledge transfer session that happens between Sales and CS. So that when they do get on that kickoff call, which is the next Playbook after that, they are prepared, they're confident and they know exactly, you know, how to get to the next stage. Help scores could be different from company to company, business, or business. The way that we have it is we have a higher Health score defined and then lower Health score defined and it's just the criteria that we have included in the health score includes all sorts of it, not just about CS it is, It's also about you knowing those support areas to you because the customers getting support from all parts of the business. Renewals are also really important because and you're going to capture a lot of, a lot of information from your customer whether they're renewing, whether they're churning, whether they're reducing, whether they're, expanding whatever that may be at the time of renewal, there's going to be a lot of data that is going to be captured from the customer. That's going to Define how your relationship with the customer is going to progress going forward. So at the end of the day, support and success professionals are the ones talking to customers. They are the ones who know the gut of the customer. As we already have a different set of customers that you can work with. And the way that, if the health score is low, I want to Target them at risk. And then we're tracking those separately and we're targeting those separately already. So there is a whole different Playbook that we played with that customer ahead of time. As we know hardware upselling was always with a lot of benchmarks and with a little more value-driven even decades ago, but now software is also getting more value driven because at the end of the day we know gone are the days where you're just buying it for a workflow like buying a database or something. So here it is to understand that value-driven aspect in every step of the way in a customer's journey and the customer and the transparency right to be able to do that. Ashna is a Customer Success Influencer . In addition to his accolades in CX, Ashna is an emotional intelligence coach with knowledge of relationship building.

Speaker: April Lebo, Amber Sportsman, and Adrianna England Ascendo AI Podcast with Team WIL Speaker: April Lebo, Amber Sportsman, and Adrianna England June 11, 2025 Previous Item Next Item Join host Kay as she sits down with three inspiring leaders from the Women in Leadership (WIL) Society in the Healthcare Technology Management (HTM) industry—April Lebo, Amber Sportsman, and Adrianna England—for an engaging conversation about their journeys, challenges, and the power of authentic relationships in a male-dominated field. In this episode, they discuss: -The mission of WIL and why it was created to support women in HTM. -Personal stories of breaking barriers, from sales to executive leadership. -The importance of mentorship, representation, and community in professional growth. -Tips for first-time attendees at AAMI Exchange/HTM conferences (including how to spot the WIL pins!). -Overcoming self-doubt and embracing opportunities—even without a traditional college degree. Whether you're in HTM, healthcare sales, or any tech-driven industry, this conversation is packed with empowering advice, relatable struggles, and actionable insights to help you thrive.

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Speaker: Anita Ganti Maximizing ROI with AI in Customer Support Team A Guide for Heads of Support Speaker: Anita Ganti April 10, 2024 Previous Item Next Item This video is a must-watch for Heads of Support in medium to large enterprises considering AI tools. Discover expert insights from tech executive Anita on maximizing return on investment (ROI) with AI tools. Anita, with extensive experience in various technology companies, shares invaluable tips for evaluating AI tools, securing funding, and ensuring project success. The key takeaways include: Understanding ROI is critical: Quantify the potential risks and costs associated with AI adoption. Focus on specific use cases: Identify areas where AI can deliver the most value for your support team. Transparency is key: Be upfront about costs, risks, and timelines when presenting to stakeholders. Maintain strong relationships: Build trust with vendors and stakeholders to ensure continued buy-in. By following these steps, you can ensure a successful AI implementation that improves your support operations and delivers a strong return on investment. Anita emphasizes the importance of building strong relationships and handling challenges effectively for project success. Don't miss out on these valuable insights for maximizing ROI on AI tools in your organization. About Speaker : Anita Ganti , an Executive and Independent Board Member at Technology Companies, possesses unparalleled expertise in maximizing Return on Investment (ROI). She served as senior vice president of product engineering services at Wipro Limited, a leading global information technology, consulting, and business process services company. Previously, she held roles as vice president of global technology at Flex Ltd. and Business Unit General Manager at Texas Instruments. Currently serving on the boards of directors of Power Integrations, Inc., Exro Technologies, Inc., and Silvaco, Inc., Anita combines her extensive experience with an MBA (Finance Major) from The Wharton School and an MSEE from Virginia Tech to deliver exceptional value to organizations.

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