ClientSuccess

Demo Summary

In this video, Dave Blake, CEO of Client Success, talks about the new “AI-first” era of customer success and shows Baton, a new onboarding tool. You’ll see how Baton uses easy templates, clear timelines, and simple task lists to help teams work together. Customers can log in to a friendly portal, get email updates, and share files. Baton connects with tools like Salesforce and Jira. It hides extra steps, cuts onboarding time in half, and helps companies deliver value faster.

AI-Detected Features

Welcome and Webinar OverviewDave Blake introduces himself, welcomes attendees, and outlines today’s webinar on the future of customer success and the launch of Customer Success 5.0.

Evolution of Customer SuccessA high-level look at the evolution from reactive support to today’s AI-driven era, setting the stage for five distinct Customer Success eras.

Customer Success 1.0: The Reactive EraIn the early 2000s, customer success was largely reactive tech support with little process, focused on keeping customers happy through problem solving.

Customer Success 2.0: The Proactive EraBy the mid-2000s, focus shifted to adoption and retention, introducing regular check-ins, playbooks, and basic health scores to spot at-risk customers.

Customer Success 3.0: The Strategic EraIn the 2010s, CSMs became offensive and outcome-oriented, driving measurable ROI, defining desired outcomes, and expanding metrics to include net revenue retention.

Customer Success 4.0: The Digital EraOver the last few years, CS teams scaled through digital tools, automation, self-service, and CS operations, focusing on profitable, efficient growth.

Customer Success 5.0: The AI-First EraWe now enter an AI-First era with AI embedded in workflows, enabling personalized journeys, faster feedback loops, and intelligent, profitable growth.

Attribute 1: AI Amplifies the Human TouchAI won’t replace humans—it multiplies emotional (EQ) and intellectual (IQ) intelligence. It makes CSMs more proactive, predictive, productive, prescriptive and personalized.

Attribute 2: Unified Platforms for Unified ExperiencesTo avoid fractured customer journeys, teams need a single platform that unites onboarding, support, expansion and success for a cohesive experience.

Introducing Baton: Unified Onboarding PlatformClientSuccess announces the acquisition of Baton, a purpose-built onboarding and implementation solution to join with its CS platform for end-to-end journeys.

ClientSuccess

ClientSuccess is a customer success software platform that helps SaaS companies manage, retain, and grow their customer baseLearn more about ClientSuccess

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