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0 comments on “Managing Critical Hand-Offs in SaaS [Presentation]”

Managing Critical Hand-Offs in SaaS [Presentation]

I had the honor to speak at Pulse 2016 with Karen Pisha and Chad Horenfedlt. We agreed that establishing a working relationship between customer success and sales is essential for effective customer interaction. Communication, automation, and monitoring the transactions are all…

0 comments on “How to Scale Customer Success in a V2MOM Framework [Presentation]”

How to Scale Customer Success in a V2MOM Framework [Presentation]

I spoke at SuccessCon in Seattle recently and shared how I have scaled teams. Creating a team or plan requires a framework that executives can run with, and then one that customers and employees can resonate with. By framing your…

3 comments on “4 Things I Learned by Joining Boards”

4 Things I Learned by Joining Boards

Did you know California will be the first state in America to impose a female quota on company boards? I am sure this topic is sparking all sorts of debates and unspoken and spoken resentment. The EU took similar actions…

0 comments on “When the Premium Customer Experience isn’t so ‘Premium’”

When the Premium Customer Experience isn’t so ‘Premium’

I may be especially sensitive to customer experiences because I work in the field & hence why this story I am about to share is so startling. It brought back all the stories I read in Jeanne Bliss' book, "Would…

0 comments on “Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.”

Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.

Customer Success Matters in Business - MBA Schools are Taking Notice. Business schools today are recognizing the importance of customer success and customer marketing as part of a bigger business strategy. USF recently started offering an MBA program with a…

0 comments on “Do you have a Content Marketing Strategy?”

Do you have a Content Marketing Strategy?

Content Marketing Ideas For Incredible Customer Experiences Emilia D'Anzica – July 31, 2018 After years of building customer success teams and programs, it seemed natural to take on my next challenge - build a global customer advocacy strategy. After all, who better…

0 comments on “Dreamforce: What’s your Prospect & Customer Engagement Strategy?”

Dreamforce: What’s your Prospect & Customer Engagement Strategy?

Dreamforce 2018 is a little more than a month away. Are you ready for it? While some locals complain about the 160,000+ people who descend in downtown San Francisco for the annual conference, I look forward to it each year…

0 comments on “Driving Product Advocacy: Customer Engagement [Presentation]”

Driving Product Advocacy: Customer Engagement [Presentation]

I recently spoke at the CS Summit 2018 in Toronto, Canada. Many companies build customer success processes but fail to leverage the voice of the customer to expand the brand penetration across current customers and prospects. In this presentation, I…

0 comments on “Customer Success: Key Learnings from Saastr Europa 2018”

Customer Success: Key Learnings from Saastr Europa 2018

I just returned to San Francisco after an exhilarating two days at SaaStr Europa 2018 in Paris. What struck me most was the champion network that was being built everywhere I looked. People eager to connect and share their challenges and to…